Using Awareness and Chat

If configured, iSupport’s Rep Awareness Alert feature enables support representatives in the same Incident, Problem, Change, Customer Profile, Company, Asset, and Purchase Request record to chat with each other.

The Connected Reps icon and alert will display if two or more support representatives have the same record open.

You can click the Connected Reps icon to display the support representative(s) viewing the work item. If the Rep Chat feature is enabled, you can initiate a chat by clicking on their name.

The Rep Awareness Alert and Rep Chat features are enabled the Core Settings | Global Settings screen, and the Display in Awareness field on the Advanced tab in the Support Rep Profile screen controls whether a support representative will be included in the popup and count to other support representatives. (However, a support representative without Display in Awareness enabled will still see the popup if other support representatives are in the record.)

After clicking the support representative’s name, the chat window will appear to both representatives. The Chat tab at the bottom of the screen will list all chat-available support representatives so you can add someone to a chat about the record you are viewing.  The chat will reference the record from which you started the chat. Entries will include the avatar in the customer's profile and support representative’s profile.

 The chat will be saved in the work item’s history.

If you are using Google ChromeTM, you can enable or disable Google’s Desktop Notification feature to display a small alert at the bottom of the screen (even when the iSupport window is minimized) when you are viewing the same work item as at least one other support representative and a support representative initiates a chat with you. A prompt will appear for you to enable or disable the Desktop Notification feature; after clicking OK, a prompt will appear at the top of the screen to enable or disable desktop notifications. You can later enable or deny desktop notifications via Google Chrome’s settings.