Chat feature

Atera’s proprietary chat and messaging system has been designed to increase customer satisfaction and helpdesk efficiency. Use the chat feature for the fastest and most effective way to reach your customers and offer them help, all while creating a personal connection; and enabling your customers to get quick access to the tech support they urgently need.

Chat lets you help more customers in less time. You can simultaneously troubleshoot support issues with multiple customers in real-time—so wait times are reduced and customers have a better experience. Additionally, you can easily turn your chat sessions into support tickets for issues that can't be solved on the spot—ensuring all relevant information is captured.

Atera’s proprietary chat and messaging system has been designed to increase user satisfaction and helpdesk efficiency. Use the chat feature for the fastest and most effective way to reach your users and offer them help, all while creating a personal connection; and enabling your users to get quick access to the tech support they urgently need.

Chat lets you help more users in less time. You can simultaneously troubleshoot support issues with multiple users in real-time—so wait times are reduced and users have a better experience. Additionally, you can easily turn your chat sessions into support tickets for issues that can't be solved on the spot—ensuring all relevant information is captured.

Features

• A chat conversation can be initiated between a technician and a contact, and vice versa.
• Unlimited chat sessions per technician.
• File and video transfer.
• A ticket can be generated from a chat. Note that after two minutes of conversation, a ticket is automatically created. By default, the ticket name appears as follows: “New Ticket Opened From Chat”. At the end of the chat session, you will be able to edit the name of the ticket

Getting Started

The chat feature is offered as part of the Atera Growth Plan (and higher) and will be available to all users to try for free, for 30 days.

You can use the chat feature with one of the compatible browsers listed below:

• • Explorer Edge and above (IE not supported)
  • Firefox
  • Google Chrome

Notes

• The chat feature is disabled by default.
• Chat is not yet available on Mac Devices.

Enable the chat feature

1. From Admin (on the side menu), go to Settings.

The Settings page is displayed

3. Access Chat with agent, check the 'Enable Chat' checkbox, then click Save.

*Enabling chat applies only to customers that already have the Helpdesk agent activated.

*Enabling chat applies only to users that already have the Helpdesk agent activated.

• The chat feature is Agent-based. Make sure the Atera Agent is installed before you begin. Click here for Atera Agent installation instructions.
• It is mandatory to activate the Helpdesk Agent. Click here for Helpdesk Agent activation instructions. 

Initiating a chat session

The chat feature enables technicians to initiate a chat with a customer.

The chat feature enables technicians to initiate a chat with a user.

1. From Devices (on the side menu), click Manage on the devices that you want to start the chat session, then click on More Tools > HelpDesk Agent > Activate.

• A windows dialog appears on the technician side that says “Connecting…”. It appears until the customer accepts the connection.
• A windows dialog appears on the technician side that says “Connecting…”. It appears until the user accepts the connection.
• A pop-up message appears on the customer’s side, awaiting their approval.
• A pop-up message appears on the user’s side, awaiting their approval.

Once the customer has approved the chat, a message appears, displaying the name of the technician.

Once the user has approved the chat, a message appears, displaying the name of the technician.

Note:

• The technician can initiate a chat even if the Chat is not activated on the agent, in this case, only technicians can initiate a chat session.
• If the customer did not approve or did not react to the request for chat, a message is sent to the technician. The technician will need to close the chat dialog and can request chat again.
• If the user did not approve or did not react to the request for a chat, a message is sent to the technician. The technician will need to close the chat dialog and can request a chat again.
• If neither the technician nor the customer accepts the chat request within 2 minutes, the chat session will time out.
• If neither the technician nor the user accepts the chat request within 2 minutes, the chat session will time out.
• If there is inactivity during the chat session for over 5 minutes, the session will time out.

Opening a Chat Through an Existing Ticket

A chat can be opened through an existing ticket. If a technician already had a chat history with a customer in a ticket, Atera will display, and refer directly to the existing chat.

A chat can be opened through an existing ticket. If a technician already had a chat history with a user in a ticket, Atera will display, and refer directly to the existing chat.

1. From Tickets (on the side menu), click on the ticket that you wish to open.

2. From within the ticket, click the Actions dropdown menu, and select Start Chat.

Note

• The technician can initiate a chat even if the helpdesk is not activated.

Initiating a chat with a technician

The chat feature enables customers to initiate a chat with a technician.

The chat feature enables users to initiate a chat with a technician.

Before you begin:

• The Helpdesk Agent must be activated. For Agent activation instructions, Click here.
• At least one technician must have their Chat Availability set to 'Available'. Chat Availability status can be changed from the profile dropdown menu at the top, right corner of the screen.

• If this is the contact’s first time initiating a chat, and if the contact has not been assigned to a device/agent, there is a one-time, short identity confirmation process for purposes of identity confirmation. This can be avoided by assigning the contact to a device/agent in advance (to do so, go to Customers > Contacts tab > click on the contact > Select Agent > Select the agent from the list and click Apply).
• If this is the users first time initiating a chat, and if the user has not been assigned to a device/agent, there is a one-time, short identity confirmation process for purposes of identity confirmation. This can be avoided by assigning the contact to a device/agent in advance (to do so, go to Sites > Users tab > click on the contact > Select Agent > Select the agent from the list and click Apply).

Initiate the one-time identity confirmation process (instructions for your customers)

Initiate the one-time identity confirmation process (instructions for your users)

1. Right-click on the Helpdesk Agent, and select Start Chat. The Personal Info Settings screen appears.

2. Fill in your full name and email address, and click Send Token, an email with the Confirmation Token will be delivered. Add the token and save the changes.

You can now chat with a technician.

Note:

• Chat notifications appear in the Atera app on the upper, right-hand corner of the screen. The technician decides whether to accept or decline a customer’s chat request.
• Chat notifications appear in the Atera app on the upper, right-hand corner of the screen. The technician decides whether to accept or decline a user’s chat request.
• If the technician declines, a Chat Busy message is displayed to the customer. The customer can either open the Helpdesk agent again and click on Start Chat to try again or click on Create New Ticket to leave a message.
• If the technician declines, a Chat Busy message is displayed to the user. The user can either open the Helpdesk agent again and click on Start Chat to try again or click on Create New Ticket to leave a message.

Sending Files and Videos

You can send files and videos over Chat.

Click on the + button.

Supported File Types: PDF, MP3, MP4, Word docs, Excel, MSI

Note: File size is limited to 20 MB per file.