Getting Started with DeskDirector Chat

DeskDirector Chat is only available in Portal V2. Click here for more information on this and how to turn it on.

This article outlines the steps you need to take to get started with DeskDirector Chat.

Enabling Chat

Access to the chat feature can be allowed/restricted three ways - globally, by company and by contacts. This will depend on whether you want everyone to have access to this, or just want it for specific companies, and finetuned further to specific contacts.

To give chat permissions globally:

  • Login to your admin console then head to Portal > Global Settings
  • Click on the Feature Permissions tab
  • Check "Chat" to enable chat globally and save changes

To give chat permissions to a specific company

  • Head to the Portal > Companies page of your admin console
  • Search for the company you want to grant chat access to
  • Go to the Feature Permissions tab of the company
  • Check "Chat" to enable chat for the company and save changes

To give chat permissions to a specific contact

  • Head to the Portal > Contacts page of your admin console
  • Search for the contact you want to grant chat access to
  • Go to the Feature Permissions tab
  • Check "Chat" to enable chat for the contact and save changes

Note that permissions can be overridden in the following ways:

  • Global permissions are overridden by company permissions and contact permissions
  • Company permissions are overridden by contact permissions

Contact level permissions are always respected if they are defined. For example: if chat is enabled globally, but disabled for a particular contact, that contact will not be able to chat but everyone else will be able to chat.

Read more about the specifics of Global/Company/Contact permissions here
Additional DeskDirector Chat features

Pre-Ticket Chat

Read more about the "Pre-Ticket Chat" feature here
  • To disable/enable pre-ticket chat globally, head to Portal > Global Settings > Feature Flags > then check/uncheck "Disable Pre-ticket chat"
  • To disable/enabled pre-ticket chat per company, head to Portal > Companies > "Select the company > Feature Flags > then check/uncheck "Disable Pre-ticket chat"

Chat Callback

Read more about the "Call me Back" feature here
  • To disable/enable pre-ticket chat globally, head to Portal > Global Settings > Feature Flags > then check/uncheck "Disable chat callbacks"
  • To disable/enabled pre-ticket chat per company, head to Portal > Companies > "Select the company > Feature Flags > then check/uncheck "Disable chat callbacks"
Next steps

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Handling Chat Requests

Contact