Chat Support Procedures

Owned by Michael Loranc
Last updated: Sept 12, 2014

Using Bomgar Chat Support

Sign into the Bomgar Representative Console. If you are the Queue Manager, chat support will be your primary function.

  1. When a new client tries to begin a chat support session, they will be queued in the proper group.
  2. A pop-up will appear on your screen in the lower right by default when a new chat session has been received.
  3. Click "Get Next" to start the chat session with next waiting client.
  4. When the chat session begins, use the canned message to introduce yourself. Do this by clicking on Messages, then double click the appropriate canned message.
  5. Use professionalism and proper grammar when communicating with clients.
  6. Complete your ticket by asking if the customer needs any additional support.
  7. Use the Canned Message closing and wait for the customer to leave the conversation.
  8. Copy the chat log by clicking in the chat box, use Command-A (Ctrl-A for Windows) to select all, and Command-C (Ctrl-C) to copy.
  9. Start a new ticket in ServiceNow. In the work notes portion of the ticket, use Command-V (Ctrl-V) to paste the chat log.
  10. Use the Red X button to close the support session.
  11. Add the ticket as Phone Support, and complete the appropriate fields.

Transferring a Chat Session

During an existing chat support session:

  1. Above the chat window, is a transfer representative icon. The icon looks like an orange representative with a green arrow pointing to the right.
  2. Click this icon and select the appropriate representative that you are going to be transferring the session to.
  3. You will remain in the chat with the  customer while the transfer is happening.
  4. The representative who is receiving the chat session will receive a notification that a new support session has been transferred to their queue.
  5. She or he must double click the session to be added to the session. The notification "You are now chatting with (Representative name)." will confirm the session has been transferred.
  6. Click on the red X icon to remove yourself from the session.
  7. Important: If a pop-up appears that asks if you would like to "Hold Session" or "End Session," click on "Hold Session." Failure to do so will disconnect the client.
  8. Create a ticket for the chat session.

Elevating a Chat Session into a Remote Session