Chat Session

A chat session starts when someone initiates a chat from the Client Portal. Each chat follows a simple life cycle, shown by its status.

There are five possible statuses:

Waiting

The chat has been created and is waiting for a technician to join. This is the status every chat starts in.

This status may appear as created within DeskDirector's API and Power Platform

Handled

A technician has joined the chat and is actively working with the user. From here, the chat normally ends once the issue is resolved.

Abandoned

The user left the chat before a technician joined. This usually happens after the user has been waiting a while and chooses to leave.

This status may appear as missed within DeskDirector's API and Power Platform

Callback

The user couldn’t wait to chat and has requested a callback (only available if your organisation has enabled this feature). This option appears after the user has been waiting a while, allowing them to request follow-up instead of staying in chat.

Completed

The technician has closed the chat. This is typically done after the issue is resolved. If the chat was Abandoned or set to Callback, the technician should follow up with the user, then close the chat with a note to mark it as Completed.

How did we do?

Chat Session Manager

Contact