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HomeKnowledge BaseSmarterTrackHow To - Enable Chats for a Department
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Article ID210
Created On3/21/2008
Modified9/5/2008
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How To - Enable Chats for a Department
Applies to: SmarterTrack 3.x

Enable Chat for Departments
  1. Once a Department is created you can enable Chats for that specific Department 
  2. Go to Settings | Departments
  3. Click the New Department icon on the toolbar
  4. On the Options tab
    1. Add the Department Name
    2. Add the Front Line Group Name
  5. Click the Chat tab
    1. Check the Enable Live Chat check box
    2. Select the Chat Template
    3. Set the Wait Time in Queue = 180 seconds
    4. Check the Use Default message
    5. Add text to specify the Estimated Wait Time 
    6. Check the Use Default message, If you want a default message delivered  if there are no agents available for Chats
  6. Then click Save
  7. Go to Settings | Agents
  8. Double click on an Agent
  9. Click on the Live Chat tab
    1. Select the Display Name for Chaat
    2. Set the Maximum Simultaneous Chats
    3. Enter Text that will be the Chat Welcome Message
  10. Then click Save
  11. In order to for an Agent to receive Chats, click on the WorkSpace icon on the Toolbar
  12. Click on Agent Status
  13. Check the box next to the Department that will be accepting Chats
  14. Click the Start button to begin receiving Chats
  15. If an Agent needs to step away from the Keyboard for a brief period of time, use the AFK rather than Stopping Chats.
  16. When a Chat is initiated
  17. Click on My Chats in the WorkSpace 
  18. Then click the Active and the incoming chat will appear in the Chat Pane
 
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