We’ve added a new section in the Admin Dashboard to better help you get into contact with us.
There are two ways to get there. Log into your Admin Dashboard and click the “Help” button on the left side panel, or you can just go to your account dropdown and select “Contact Us”.
You’ll be taken to a new page that has all of the different ways you can get into contact with us (phone, text, and chat).
We’ve also listed our 24/7 Support Line phone number for our Premier and Enterprise accounts, and Enterprise accounts will also see the direct contact information of their Account Manager.
We hope this helps you!
We have also made an update to the way the agent routing works when a Proactive is fired on your site. Here’s the way things used to work;
Proactive fires on visitor page
Agent pauses
Visitor starts a chat
Agent receives the chat even though they are paused
While we thought this would be a good flow, we have had feedback that our clients do not agree as it becomes troublesome to their agents as they tend to miss some chats after pausing. So, we’ve updated the routing to be;
Proactive fires on visitor page
Agent pauses
Visitor starts a chat
Chat gets routed to another agent who is online, or the visitor will receive the “Sorry, there is no agent available at this time.” message
Hopefully this new flow will help reduce the amount of missed chats.
