Platform capability · Live Support Chat
Customers chat with your support agents from inside your apps
A live chat channel for conversations between customers and support agents, built into the support service. Chats are stored alongside tickets and support mentions, attachments and audit. A customer starts a chat from the chat component in your app. An agent answers it in the same console used for tickets and knowledge-base articles. General chat between users (direct messages, group rooms, presence, channels) is outside its scope today. Comments covers discussions attached to records.
Comments handles discussions attached to any record. Chat handles the live conversation between a customer and an agent. It shares its data with the support service: a session can become a ticket, messages can refer to knowledge-base articles, and agents do all of this in one place. Direct messages and group rooms between users are deliberately left out.
Every chat session and message is recorded in the audit trail. Only the assigned agent and the customer can see the conversation. GDPR erasure replaces the customer’s identity and keeps the conversation available for the agent’s reference.
A solution architect will demo the live service against your domain model.