SmarterTrack 12.x 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 the instant messenger by clicking the live chat icon and then clicking Instant Messenger in the navigation pane. A list of active IMs will load in the content pane.

In general, the following columns are available to the agent:

  • Checkbox - Use these boxes to select multiple IMs. Instant messages must be selected before choosing an action from the toolbar.
  • Name - The name of the chat communication type.
  • Status - The status of the instant message.
  • Started By - The agent that initated the instant message.
  • Participants - The number of agents currently participating in the IM.
  • Date created - The date and time the IM was initiated.

Performing Instant Message Actions

In general, the following actions are available from the content pane toolbar:

  • New - Starts a new IM.
  • Actions - Click this button and select the appropriate option.
    • Select All - Selects all chats in the content pane.
  • View - Click this button and select the appropriate option to refresh the page or choose the details that are displayed about an IM in the content pane.
    • Visible Fields - Choose which columns are displayed in the navigation pane.
  • Join - Allows the agent to join an IM already in progress.
  • Transcript - Allows the agent to view a transcript of the instant messenger conversation.