Live Chat for End Users

The Live Chat feature in the Public Help Center enables seamless, real-time communication between End Users and Company Agents. This feature helps resolve issues more quickly and keeps conversations easy to manage.

Live Chat Between Agents and End Users

• Company Agents can now send live chat messages directly to End Users.

• End Users can respond instantly without leaving the Public Help Center.

• Conversations are linked to tickets for better support tracking and context.

Quick Notifications

To ensure important messages are never missed, Live Chat supports both native and in-app notifications.

Native Notifications

Native notifications are system-level notifications shown by your device or browser when the Genuity application is not actively in use.

• For End Users:

  • Shown when the browser tab is inactive, or minimized.

• For Company Agents:

  • Shown when the tab is active but the incoming message has not been seen yet.

In-App Notifications (Priority Alerts)

A toast-like notification appears for End Users. These alerts are treated as priority alerts.

Users can reply directly from the notification without opening the full chat.

Seamless Conversation

Replying to an in-app notification automatically opens the chat conversation tab, allowing users to continue the discussion. If the conversation is minimized, it turns into a bubble chat that stays visible and easily accessible on the screen.

Start Chat from the Help Center

End Users can start a Live Chat from the Public Help Center by clicking the bell icon, search tickets, opening a chat thread, and switching between active conversations easily.