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Assisting clients via Remedyforce Chat

Staff users can provide the following assistance to clients via Remedyforce Chat: 

  • Answer clients' queries
  • Provide help with service request selections
  • Share knowledge article links or help troubleshoot issues by providing steps for resolution

Overview of the Remedyforce Chat window

If an administrator enables Remedyforce Chat for you, you can receive chat requests that are initiated from the following applications:

  • Self Service 3.0
  • Digital Experience sites
  • Remedyforce mobile- Self Service

Based on the value set for the Maximum chat sessions per staff setting, you can either chat with a single client or multiple clients. For more information about this setting, see General-settings-for-Self-Service.

If a chat is initiated and is assigned to you, the Remedyforce Chat window is displayed in Remedyforce Console. 

If you are allowed to chat with a single client, the following chat window appears when a chat is initiated:

Chat_with_one_client_only.png

If you are allowed to chat with multiple clients, the following chat window appears when chats are initiated:

Chat_overview_with_numbers.png

 

 

Annotation

Description

1

Click the gear icon to set your status. 

Staff_set_status.png

When an administrator allows you to chat with multiple clients, you can select a value from the Participate in list and specify the number of chat sessions you want to participate in at a time.

Staff_select_chat_sessions.png

When an administrator allows you to chat with a single client, you cannot change the value from the Participate in list:

Staff_chat_with_one_client.png

2

When multiple chats are active, the following panel appears. This panel displays the names of clients who initiate the chat with you. The number next to each client's name indicates the number of unread messages. 

multiple_chats_active - unread messages.png

When you are allowed to chat with a single client, the following panel appears during the chat:

Chat_with_one_client_only (1).png

 

3

This section shows the chat content. During a chat, if a client sends an attachment, you can click the hyperlink to view the attachment.

Chat_attachments.png

4

You can enter your response here and click Send messages.PNGto send it.

5

Shows the total number of unread chat messages.

multiple_chats_active - total unread messages.png

6

This section shows your status. You can set your status as follows:

  • Available: Set your status as Available to receive and respond to chat requests.
  • Offline:
    • To not receive chat requests, you must set your status as Offline. It takes sometime to commit the Offline status in the application. Immediately after setting the status as Offline, if a client sends a chat request, you might receive the request.
    • While chatting with clients, you cannot change your status to Offline. You can update your status as Offline after closing all active chats.
  • Busy:
    • Based on your choice to participate in the maximum number of chat sessions, your status changes to Busy. For example, if you choose to participate in 2 sessions, your status changes to Busy after receiving chat requests from 2 clients. 
    • If your status is automatically marked as Busy, it changes to Available after you close a chat or if you increase the number of chats in the Participate in list.
      Staff_update_number_of_chat_sessions.png
    • If you manually set your status as Busy, you will not receive any new chat requests. Until you manually update the status, it remains unchanged. ​​​​​​

7

To end a chat conversation, click End Chat. Before ending a chat, you are prompted to create a new incident or update an existing one. For more information, see Creating-an-incident-from-a-client-chat.

Create or update incident.png

If no chat is assigned to a staff user, the End Chat button is disabled.

8

Click here to minimize or maximize the chat window.

Before you begin

Before responding to chat requests, note the following important points about the Remedyforce Chat feature:

  • You can can receive and respond to chat requests if an administrator configures Remedyforce Chat for you. For more information, see Configuring-Remedyforce-Chat.
  • You can receive and respond to chat requests in Remedyforce Console.
  • You can receive chat requests that are initiated from the following applications:
    • Self Service 3.0
    • Digital Experience sites
    • Remedyforce mobile- Self Service
  • Set your status as Available in the chat window to receive and respond to chat requests. To know how to set your status, click here.
Warning

When you receive a multiline chat message from the following applications, the chat window in Remedyforce Console shows a <BR> tag at the beginning of each new line:


    • Self Service 3.0
    • Digital Experience Site

When you send a multiline chat message from Remedyforce Console, the chat window in a digital experience site shows a <BR> tag at the beginning of each new line. 

To create an incident from a client chat

After the chat ends, you must link the chat to a new incident or to an existing incident. For instructions, see Creating-an-incident-from-a-client-chat.

 

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Remedyforce 20.25.01