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Instant Messenger Overview

SmarterTrack's instant messaging (IM) feature is different from live chat as instant messaging is internal to your help desk and promotes collaboration by allowing an agent to seek guidance from another, more experienced agent. This feature is useful when an agent needs clarification or help resolving a customer issue, but does not need to transfer a chat or ticket to another agent or supervisor.

Navigating Your Instant Messages

Agents and administrators can access the instant messenger by clicking the live chat icon and then clicking Instant Messages in the navigation pane. A list of active IMs will load in the content pane.

In general, the following details are available to the agent:

  • Status - The status of the instant message.
  • Started By - The agent that initated the instant message.
  • Participants - The agents currently participating in the IM.
  • Date created - The date and time the IM was initiated.