SmarterTrack Help

Instant Messenger Overview

SmarterTrack's instant messaging (IM) feature is different from live chat as instant messaging is internal to your help desk and promotes collaboration by allowing an agent to seek guidance from another, more experienced agent. This feature is useful when an agent needs clarification or help resolving a customer issue, but does not need to transfer a chat or ticket to another agent or supervisor.

Navigating Your Instant Messages

Agents and administrators can access Instant Messenger by clicking the Live Chat icon and then clicking Instant Messages in the navigation pane. (Under Workspace) A list of active IMs will load in the content pane.

Instant Messages are persistent and ongoing. So, a message started with an agent will remain within SmarterTrack. Most recent message threads will always appear at the top, with their last message date and time being displayed, along with the particular agent listed. Simply clicking on the thread opens it in the content pane and messages can be reviewed or discussions continued or restarted with the agent.

Starting a New Instant Message

Instant Messages can be started across various areas of SmarterTrack. These include:

  • From the New Item icon.
  • Live Chats area.
  • When viewing or working with Tickets, it's possible to start an Instant Message with another Agent from the "Assistance" Action option.
  • When in a Live Chat, it's possible for an Agent to start an Instant Message with another Agent from the same "Assistance" Action option.

Regardless of how you start an Instant Message, a modal window appears that allows you to pick the Agent -- or Agents -- you want to message. Both online and offline Agents are displayed. Even if an Instant Message includes an Agent who is offline, when that Agent does come back online, they will be able to see the message history due to the persistence of IMs within the Instant Messages area.

Once the Agent(s) is/are brought into the conversation, a standard, separate chat window opens that's associated to the ticket or live chat being worked on. The IM is associated to the ticket or chat via a "Related" tag at the top of the window, so the Agent(s) that is/are part of the IM can reference the item and review it as needed.