Vision Insight
Home MenuIntercom Chat Support
Topics
- How clients chat
- How support agents chat
- Assigning incoming chats
- Initial response
- Closing the chat
- Handing off a chat
- Idle / unresponsive chats
- Follow-up
- Keep in mind
How clients chat
Initially, from 9/19 to 10/14, chat support will be made available to a pilot group of 44 clients. Click here for the list of chat pilot clients. Following this, chat is planned to roll out for all visionLive clients.
Unless otherwise requested by the client*, chat will only be available to super users. To open a chat:
- Login to the CMS back end
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Mouse over the yellow "? HELP" button on the right and click "Contact Support"
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On the right of the "Contact Support" popover, click "Live Chat with Us"
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Click "New Conversation" at the bottom of the chat box
* If a client requests to give chat access to their regular users, this is done by creating a Security Role and applying it to those users.
How support agents chat
- Login to Intercom
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Go to Conversations in the left bar
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At the top, if "Support" is not selected and visible, click the down arrow beside "All" and choose "Support"
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The chat console will show separate chats on the left, the selected chat in the center, and user information on the right
- Here agents can insert common response text, images and screenshots, attachments, and even emojis
Assigning incoming chats
The initial plan is to rotate which agent is on "chat duty," so that agent may end up speaking to clients outside their regions. Please see the Chat Agent Rotation.
Initial response
We will endeavor to respond to incoming new chats within 5-10 minutes or less.
- ASAP: Thank the client for contacting us and let them know you are happy to help them
- If they have explained their issue sufficiently, let them know you are looking into the answer (i.e. do not go silent without saying what you are doing)
- Create a new Salesforce case
- Set Case Origin as "Chat"
- Suggested case title: "Chat"
- Use the Salesforce case number to log time in ERP (include time spent creating the case)
Closing the chat
Once the client's question is addressed, ask if there is anything else you can help them with. If they say no, bid them a good morning / afternoon / day and close the chat.
Finally, copy/paste the chat log into the Salesforce case and mark it closed.
Handing off a chat
Sometimes you may need to reassign a chat to another agent. To do so, use the dropdown at the top of the chat window:
Avoid doing this unannounced. If you are currently conversing with the user, inform them the chat will be handled further by our support agent [insert receiving agent's name].
If it is an old, re-opened chat, or the original agent is otherwise not currently conversing with the user, the new receiving agent can state they are taking over for [original agent's name] and will help from here.
Idle / unresponsive chats
If the client goes unresponsive for 5 minutes, we should send a couple of messages to attempt to get their attention before closing the chat.
At 5 minutes idle:
Just checking, are you still here with me? If you need more time, just type "Yes"
After 1 more minute idle:
If I don't hear back from you over the next minute, I am going to close this chat session for now. Don't worry if that happens, though. You'll be able to reopen it at any time.
After yet 1 more minute idle:
I haven't heard back from you, so I am going to close this chat session for now. If you need further assistance, you can reopen the chat at any time. Thanks for contacting us and have a good day!
Follow-up
If the request requires further work on Vision's part, let the client know you will be following up via email (or phone as needed) and close the chat. Then use the Salesforce case you created to manage the request.
Keep in mind
Agent activity
Clients will see when you were last "active" and whether or not their messages have been "seen."
Messages after closing the chat window
If a user (client or agent) closes the chat window, and the other party sends a message, it will be emailed to the user within minutes. This means even if a client closes the chat, they will be emailed our response.
If the user then sends an email reply to that message, the reply will show up in the chat.