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To log into Olark please use the shared support username sightensupport. This should be available to all Sighten product and Operations team members on lastpassyour own login information.
After logging in, click on the "Launch Chat" green button on the top bar. This will open a new window where you can receive new chats with customers.
If any agent is online, customer users with access to the chat support functionality will see a chat box on the bottom right of the application, and will be encouraged to chat with a Sighten an EverBright agent.
Before beginning a chat they will be required to enter their name, email and optionally a phone number. Please note that these are manually entered and are not guaranteed to match who they are logged in as.
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For simple user questions or problems that are based in user error, provide prompt and polite answers directly and/or through linking user to Confluence article(s).
Add tags to chats:
- Add an EverBright tag if the chat is related to an EverBright related project or financial project
- Add a minimum of 1 platform area and 1 resolution type to each chat
- Add the tags at any time in the chat, as soon as the topic is clear, so that in case the chat is cut off by the customer the tag is still attached to the chat
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- Re-state any next steps (e.g. I'll create a ticket for this issue and someone will follow up), and ask customer if there is anything else to assist them with and if they are satisfied.
- Type !end or close the chat window, triggering an offering of sending the transcript and a satisfaction survey to be sent to the customer
- If a follow up support ticket needs to be created type !jsd to automatically create a service desk ticket with a link to the transcript from the chatNEW: All chat transcripts will be sent to Jira after the interaction ends. Please process that ticket as follows
- Navigate to Service Desk and find the service desk ticket created
- Subject Line: Update the ticket subject line to be relevant to the question asked in the ticket
- Description: Update description to describe conversation and request
- Update "Job URL" with "The visitor was on this page:" value
- Phone Number: If phone number is provided, update in ticket
- Organization: Update the org of the person you chatted with
- Assignee: Assign ticket to appropriate Sighten team memberAssign ticket to yourself
- EverBright: If the inquiry was related to an EB project or financial product, mark the LABEL FIELD with EB
- Resolution:
- If the ticket was resolved during your chat -
- Do not add the customer as requestor nor include their email in request participant
- Ticket can be closed right away.
- Channel field should say chat only
- If the inquiry needs further follow up, further resolution:
- Add the customer's email as requestor
- Send the customer a note to let them know you're working on it and will respond when you have more info
- Channel field should reflect both chat and email
- If the ticket was resolved during your chat -
If a user leaves the page before you can create a ticket:
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During times where no agents are available to chat, users will still see the chat box. The language and icon will indicate that the help will be email support, and when they open the chat box, they will be able to navigate directly to the knowledge base or submit their information, a question, and submit an email that will be emailed directly to the support@sightenthe support@goeverbright.iocom email to create a normal support ticket.
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- Send an email to the user (email in the chat transcript)
- cc support@sighten.io to ensure a support ticket is created
- Email content:
- Sample: https://sighten.atlassian.net/projects/SS/queues/custom/1/SS-3805
- Apologize for missing their chat
- Try to reply with an answer to their question, if their question was clear in the missed chat
- Ask if they still need assitanceassistance
- Go into the support queue and update the following fields
- Reporter
- Organization
- Assign ticket to yourself
- Change status to "Waiting for Customer"
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Chat support will be active 100% of the full support hours.
Primary Support:
On support from 8:30am - 5:30pm PT, Mon-Fri
Please see support schedule to view which support team members should be on chat at any given time of day.
Secondary Support:
If you need to be offline at any time during for a break, lunch or any other time off:
- If there are any other full support team members allocated to be on chat at the same time, please ensure they will be online during your break.
- If there are no other support team members scheduled to be on chat at the same time, please notify Mariya your supervisor that you will be unavailable and she they will help to find a backup.
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- On the left of the chat entry for agents, there are shortcuts to specific actions such as ending chats (!end) which triggers sending of transcripts to customers and other events.
- In the user settings, you can add keyboard shortcuts to be used by the entire team for chats that are used very often
Targeted Chat
We can set up rules to send a message to a user when they visit a specific page, to advertise specific functionality and promote users to ask us questions about using them.
Personal Olark Setup
Logging In
To log into Olark please use the shared support username sightensupport. This should be available to all users on lastpass.
Desktop Application
You can download a version of Olark to keep on your desktop if you prefer. Please note that this precludes the use of some functionality, such as automatically transferring chat to other agents.
Turning an Organization On / Off to Chat!
In order for an organization to have access to the Chat Support feature, they must have the Chat Support organization feature flag turned on.
In order to turn on / off an organization for chat:
- Log in as sightenadmin@<organization>
- Navigate to Settings → Feature Settings
- Toggle the Chat Support flag on / off and click Save
Open Questions:
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- Attachments sending
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