ETO Chat Times:

8 AM CDT/CST - 6 PM CDT/CST

9 AM EDT/EST - 7 PM EDT/EST

6 AM PDT/PST- 4 PM PDT/PST


ETO Chat is here! This feature will be rolled out from 5/28 - 6/28 and will appear in your ETO instance for Enterprise Managers during the roll-out period.

This feature is an excellent tool to report bugs, ask feature-related questions, and search for articles. If you have an issue that needs immediate attention, please call us at 866-732-3560 ex2. If you do not have time to chat with a representative, please email us at support@socialsolutions.com  

Using Chat

The chat bubble will appear in the bottom right-hand corner of the product. 

Users can click the down carrot to close the chat bubble.

Users can also access Chat by clicking ETO Chat from the Navigation bar.

When clicked, the following bubble will open.

Start a new conversation with a representative, and begin asking questions. Please provide replication steps and the errors you are encountering.

Users can also search our Knowledge Base from the chat window.

When you open a conversation, it will be saved under Your Conversations. If you exit ETO and return, the conversations will be saved under See All.

Users should open a new chat for every new issue. If a customer re-opens an old chat, the representative will ask the customer to open a new chat.

Chats will close after 15 minutes of inactivity. If the user does not respond, the representative will close the chat and follow up in an email.

Cases and Chats

Chats will be saved, followed-up on, and closed through our Salesforce system. Each chat will be associated with a Salesforce Case Number.
 
Customers can look at all their cases through the Salesforce Support Portal. They can look at their historic chats through the Chat application. 

Managing Chat

ETO Chat will be turned on for Enterprise Managers only when it is initially turned on. The Enterprise Manager can change the role that sees ETO Chat through the Manage My Enterprise setting.

We have added a new “Show to Nobody” role, which will prevent anyone (including Enterprise Managers) from seeing ETO Chat. The setting will still be visible, in case an Enterprise Manager later wants to update the setting to show for certain roles.

ETO Chat has a Manage My Site setting to go with the Manage My Enterprise setting. If an Enterprise Manager sets the Enterprise setting to a role of Site Manager or lower, then a setting will appear under Manage My Site. The Site Manager can then decide whether to turn ETO Chat on or off for the entire site.

The Site setting is not also role-based; it will respect the same roles that the Enterprise setting has. With this Site setting, it will either show for all applicable roles or none of them in that site.

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