Chat in Valuemation

Chat integration with USU Smart Link is available as a separate InfoObject inserted by default in the home perspectives of business views 'Call Center Agent', 'First Level Support' and 'Service Desk'. The 'Chat' InfoObject can be added to other Valuemation perspectives. It can be found in the 'Support Center tasks' InfoObject group.

Example scenario: mobile application - Valuemation

• End User

  Using Smart Link mobile application, the end user sends messages to the help desk. With the first message, a Valuemation ticket is automatically created.

• Help Desk Agent

  Help desk agents have the 'Chat' InfoObject present in their work perspective. They use it to handle conversations with end users as well as other help desk agents. They can also reference and edit the corresponding tickets.

Administration

The content of the 'Chat' InfoObject is supplied by an external application running on a separate server. To enable the Chat functionality in Valuemation, it is necessary to establish connection between Valuemation and the Chat server - see topic 'Enabling the Chat Functionality' for details.

Use

Using the 'Chat' InfoObject is intuitive. See topic 'Using the Chat InfoObject' for a brief introduction.