The Live Support plugin of INETAPP offers the integration of the communication with a customer directly via the company portals or website. For this purpose a Javascript of is loaded into the corresponding page.
The INETAPP now provides an additional window with a kind of chat. Visitors to the site can use this window to contact the support team without having to register.
Supporters of the INETAPP are made aware of a new Live Support ticket in the tickets application in the corresponding view and can edit it there. The editing steps are displayed to the visitor as communication.
By means of Configuration, it is possible to specify which information is required from the visitor for the contact and how the Live Support window is displayed. In addition, it can be set here whether a support request should be dispatched to a specific resource, so that only certain employees can take care of this request.
In the Programmer's Guide you can find information on how to integrate the Live Support window on a web page and what options are available for customization.
Presence detection allows the Live Support dialog to be displayed only at certain times, and to issue a notice to the user if no supporter is currently in the system.
Once a Live Support request is made, a notification is sent to all responsible supporters. This is done by using the write permission to the resource where the request is placed. If the request is not dispatched into any resource, dispatchers can also handle this request.
Further instructions can be found in the programming guide.
In most cases the following requirements have to be considered - in the programming guide these are discussed specifically: