Who can use this feature?
Business & Enterprise Plan
System administrator can add the Teams Add-on to select the client chat mode to be None, Single or Team. Single mode is set by default.
Here are the three client chat modes:
-
Client chat mode is set to Single. Clients start a chat by selecting staff from their contact list
-
Client chat mode is set to Team. Clients can start a group chat with all staff members from their contact list automatically invited. Clients no longer need to select specific staff members. Learn more
- Client chat mode is set to None. Clients cannot start a chat with a staff member. Only Staff can initiate a chat with a client.
Team mode facilitates the engagement from the client when a small coverage team has been defined by the organisation using Client Teams.
A client can easily start a chat with all staff members with one click rather than selecting one or several of the members. Any staff member in that chat can coordinate the conversation, remove or leave the chat.
Staff members retain the option to start chats with clients and invite the appropriate staff users to support. Client mode only applies to client starting a chat.
Opting for None provides the optionality for other use cases where Staff need to control the chat process and always initiate the first one (avoids multiple chats with clients).
To edit Client Chat mode:
- From your desktop, click on the admin menu
- Click on Settings.
- Toggle the Enable Team mode or adjust to return to Single mode
-
With Team mode activated, Clients start a group chat with all staff members from their contact list automatically invited.
In Single mode (Team mode off), Clients need to select specific staff members before starting a chat.
