Chatting with Self Service Mobile Users

If your administrator has assigned you as the chat analyst, you can pick up support chat requests to answer the Self Service Mobile users' queries or solve their issues without them having to raise an Incident.

In case the chat icon is not available for your user role, then you are not assigned the chat analyst role. For further assistance, reach out to your organization's administrator.

The number of chat requests you will be assigned at a time is setup by your administrator. A minimum of 1 and maximum of 20 chat requests can be assigned to you at a time. However, only when you accept the chat request the session starts.

1.Log in to Service Manager.

2.Click the chat icon > Turn On.

3.Confirm by clicking Turn On in the prompt message.

The chat icon turns green indicating you are Online and available to take up chat requests.

Unless your chat status is Online, you will not be assigned to any chat request.

4.The chat icon turns red indicating you have a chat request assigned to you. Click the chat icon .

The name and department of the user requesting the chat is displayed.

5.Click Start Chat to accept and start chatting.

6.Respond by typing a message in the text box and click the Send icon .

If the chat icon turns red again, it indicates a new chat request. You can accept and chat with multiple users at a time. The number of chats you can be assigned on at a time is configured by your administrator.

7.Click the Create an Incident Now link in the chat window to create an Incident if you are unable to resolve the issue.

8.The username and other fields are auto-filled. Modify as need be and click Ok.

An Incident will be created, and the Incident ID will be displayed on the chat window.

9.Click the Incident ID link from your chat window to open the Incident.

•Do not click on the chat icon if do not want to accept a chat for some reason.

The chat will be assigned to someone else while your status will still be Online.

However, if you do not accept chat requests subsequently for the number of times set as a limit by your administrator, your status will automatically turn Offline. Reach out to your administrator, to know the limit.

Additional actions you can perform from the chat window

• Drop-down arrow - displays the following options:

• Chat History - displays the chat history from sessions that has Incident created. How many previous sessions' history should be stored is configured by your administrator.

• Full screen - displays the chat window in full screen.

• Increase text Size - increases the font size.

• View Profile - displays the profile of the current user in the chat.

• Copy - copies the chat text.

• Minimize - minimized the chat window.

• Close - closes the chat window.

• If an Incident was created in the previous chat session, the Incident ID will be displayed in the current chat window.

• You cannot close an active chat window unless the Self Service Mobile user closes it.