Getting Started with Talk

Getting started with DeskDirector Talk

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

Step 0: Ensure you are using Portal V2

DeskDirector Talk is only available in Portal V2.

Click here for more information on this and how to turn it on.

Step 1: Enable the new Request Support and Chat Interfaces

DeskDirector Talk requires some of the new functionality provided by these designs. These are our most recent UI designs for the Portal. You may already have these enabled by default.

You can turn on these new UI designs at a global level or per company.

Read more about the New Request Support UI and how to enable this.

Step 2: Give your clients permission to Chat

Again, this will depend on whether you want everyone to have access to this, or if you want to pick and choose:

To give chat permissions globally

  • Head to the Client Security page of your admin console
  • Click on the Permissions tab
  • Enable the Chat permission

To give chat permissions to a specific company

  • Head to the Company Configs page of your admin console
  • Search for the company
  • Click on the Permissions tab
  • Enable the Chat permission

To give chat permissions to a specific contact

  • Head to the Maintain Contacts page of your admin console
  • Search for the contact
  • Click on the Permissions tab
  • Enable the Chat permission

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.

Step 3 (optional): Turn on additional DeskDirector Talk features

Pre-Ticket Chat
  • Head to the Company Configs page of your admin console
  • Click on the Branding button at the top of the page. These are your global branding settings
  • Check the Enable pre-ticket chat feature checkbox

Read more about the "Pre-Ticket Chat" feature here

"Call me Back" option for end users when no one answers a chat
  • Head to the Company Configs page of your admin console
  • Click on the Branding button at the top of the page. These are your global branding settings
  • Check the Enable 'Call me back' feature checkbox

Read more about the "Call me Back" feature here

Next steps


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