Chat Desk User Guide


Available on our Interact and Transact packages
What is Chat Desk?
Chat Desk is an easy-to-use web-based application that enables real-time communication with your customers via a single web interface. It allows your customers to contact you via multiple channels while your customer service agents manage and respond to these customer messages from one, central web-based agent desk. Chat Desk also makes monitoring queries, chats, agent performance and SLAs easier so you can ensure your customers are receiving the best and most efficient service.
Channels currently supported: WhatsApp, SMS
The main features include:
  • Chat Desk Dashboard (for supervisors only)
    • Monitor agent performance and availability
    • View customers' engagement behavior
    • Configure various account settings and preferences
    • Set up and manage departments
    • Download transcripts
    • Launch the Supervisor Desk and Agent Desk
  • Supervisor Desk (for supervisors only)
    • Agent management - add, edit and remove agents and departments
    • Agent scheduling - manage your agents, define agent chat capacity, and describe how chats should be routed
    • Real-time dashboard to review chat activity and agent performance
    • Management of Chat Desk preferences, e.g., brand colors and logo, transcripts, auto-responders, expiration durations, etc.
    • Set up customer surveys and tagging systems
  • Agent Desk (for agents to engage with end-users across multiple chat channels in real-time)
    • Two-way rich media support (e.g. PDF, Microsoft docs, images, videos, voice notes)
    • Location sharing
    • Using canned replies
    • Payment requests via Chat 2 Pay
    • Chat history retrieval and note creation on tickets
    • Ability to transfer chats to other agents/departments

Why use Chat Desk?

Social media, instant messaging platforms and chat apps have changed the rules of engagement. Customers expect fast support and live chat customer service across multiple channels, and the wait time for queries to be processed by sales staff, customer service and social media teams can lead to a loss of customers and business.
Chat Desk is a live chat tool that enables you to unify your response teams across inbound channels for consistent, real-time messaging and on-demand customer service delivery.
Benefits include:
  • Increased customer engagement - reach more customers, and serve multiple customers simultaneously
  • Improved customer experiences - resolve customer queries in minutes by enabling customers to communicate with live agents on their favorite chat apps
  • Reduced call center volumes and costs - decrease the number of incoming calls and email queries by supporting customers efficiently and effectively on chat channels
  • Streamlined support and increased sales
  • Optimized cross- and up-selling efforts by leveraging rich media​

How do I start?

See the next page (Quick start guide) for a brief overview to help you get started. The rest of this user guide provides more detailed information on configuring and using Chat Desk.