{"componentChunkName":"component---src-templates-help-center-topic-js","path":"/help-center/chat-desk/","result":{"data":{"allDatoCmsTemplateHelpCenter":{"nodes":[{"id":"DatoCmsTemplateHelpCenter-62325436","slug":"automated-response-messages","question":"Can I set up automated response messages?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62325024","name":"Chat Desk","icon":{"url":"https://www.datocms-assets.com/54467/1672853534-homepage-3.svg","gatsbyImageData":null}},"faqSubtopic":null,"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/chat-desk/chat-desk-dashboard/settings/auto-responders","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Auto-responders"}]},{"type":"span","value":" are messages that, if enabled, are automatically sent to end-users in certain scenarios, e.g., when all agents are busy or when a customer has reached your business "},{"url":"https://www.clickatell.com/help-center/chat-desk/happens-agents-offline/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"outside of support hours"}]},{"type":"span","value":". Default messages have been added for each type of auto-responder that you can either use as-is or edit to create custom messages."}]},{"type":"paragraph","children":[{"type":"span","value":"To manage your auto-responders, log into your Chat Desk Dashboard and select the "},{"type":"span","marks":["emphasis"],"value":"Auto Responders"},{"type":"span","value":" tab under "},{"type":"span","marks":["emphasis"],"value":"Settings"},{"type":"span","value":"."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"For more detailed information, see our dedicated "},{"url":"https://guides.clickatell.com/chat-desk/chat-desk-dashboard/settings/auto-responders","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"user guide"}]},{"type":"span","marks":["emphasis"],"value":"."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62325384","slug":"how-many-users-chat-desk/","question":"How many users can get access to Chat Desk?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62325024","name":"Chat Desk","icon":{"url":"https://www.datocms-assets.com/54467/1672853534-homepage-3.svg","gatsbyImageData":null}},"faqSubtopic":null,"body":{"blocks":[{"id":"S5EIYfbuTya5nopos8xmFw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"There is no limit on the number of users you can add to the Chat Desk application. 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During onboarding, Clickatell will assist you in setting up your users and granting them the correct roles and permissions to control system access to appropriately authorized users."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"For more details on managing users and their permissions, see "},{"url":"https://guides.clickatell.com/chat-commerce-platform/additional-features-and-services/user-portal/user-management","meta":[{"id":"rel","value":"noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"here"}]},{"type":"span","marks":["emphasis"],"value":"."}]},{"item":"S5EIYfbuTya5nopos8xmFw","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/touch-chat-desk/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What is Chat Desk?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/channels-supported-touch/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What channels are supported on Chat Desk?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62325802","slug":"how-chat-desk-benefits-customers/","question":"How will Chat Desk benefit my customers?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62325024","name":"Chat Desk","icon":{"url":"https://www.datocms-assets.com/54467/1672853534-homepage-3.svg","gatsbyImageData":null}},"faqSubtopic":null,"body":{"blocks":[{"id":"R7r-Pz5RTJWkjNlvAlqVLA","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Social media, instant messaging platforms, and chat apps have changed the rules of engagement. Customers expect fast support and live chat customer service across multiple channels, and the wait time for queries to be processed by sales staff, customer service, and social media teams can lead to a loss of customers and business."}]},{"type":"paragraph","children":[{"type":"span","value":"Chat Desk is a live chat tool that enables you to unify your response teams across inbound channels for consistent, real-time messaging and on-demand customer service delivery."}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Benefits include:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Increased customer engagement: Reach more customers, and serve multiple customers simultaneously."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Improved customer experiences: Resolve customer queries in minutes by enabling customers to communicate with live agents on their favorite chat app."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Reduced call center volumes and costs: Decrease the number of incoming calls and email queries by supporting customers efficiently and effectively on chat channels."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Streamlined support and increased sales"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Optimized cross- and up-selling efforts by leveraging rich media​."}]}]}]},{"item":"R7r-Pz5RTJWkjNlvAlqVLA","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Find out more:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/touch-chat-desk/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What is Chat Desk?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/channels-supported-touch/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What channels are supported on Chat Desk?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62325042","slug":"channels-supported-chat-desk/","question":"What channels are supported on Chat Desk?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62325024","name":"Chat Desk","icon":{"url":"https://www.datocms-assets.com/54467/1672853534-homepage-3.svg","gatsbyImageData":null}},"faqSubtopic":null,"body":{"blocks":[{"id":"Y2uPC86zSDG8dSq3rrd3Wg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"You can currently use "},{"url":"https://www.clickatell.com/help-center/chat-desk/touch-chat-desk/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Chat Desk"}]},{"type":"span","value":" with the following channels:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"SMS"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Apple Messaging for Business (AMB)"}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"Each channel opens unique ways to engage with your customers, from basic information sharing to rich, interactive multimedia conversations. Choose the channels that best fit your customers' needs and your business goals."}]},{"item":"Y2uPC86zSDG8dSq3rrd3Wg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/touch-chat-desk/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What is Chat Desk?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/how-will-touch-benefit-my-customers/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How will Chat Desk benefit my customers?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/add-agent-users-chat-desk/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How many users can get access to Chat Desk?"}]}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":""}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62325418","slug":"all-agents-offline/","question":"What happens when all agents are offline?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62325024","name":"Chat Desk","icon":{"url":"https://www.datocms-assets.com/54467/1672853534-homepage-3.svg","gatsbyImageData":null}},"faqSubtopic":null,"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"All chats received outside of business hours or when no agents are available are converted into "},{"url":"https://guides.clickatell.com/chat-desk/agent-desk/manage-chat-queues-agent-desk/manage-tickets","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"tickets"}]},{"type":"span","value":" and listed in the "},{"type":"span","marks":["emphasis"],"value":"Tickets"},{"type":"span","value":" tab on Chat Desk. Agents can attend to these tickets once they are back online. Tickets cannot expire but are archived after 90 days."}]},{"type":"paragraph","children":[{"type":"span","value":"In order to manage customer expectations outside of operating hours, you can set up an "},{"url":"https://www.clickatell.com/help-center/chat-desk/automated-response-messages/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"automated response "}]},{"type":"span","value":"to send to end-users when all agents are offline."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"For more detailed information, please refer to our dedicated "},{"url":"https://guides.clickatell.com/chat-desk","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"user guide"}]},{"type":"span","marks":["emphasis"],"value":"."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62325473","slug":"what-is-chat-desk/","question":"What is Chat Desk?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62325024","name":"Chat Desk","icon":{"url":"https://www.datocms-assets.com/54467/1672853534-homepage-3.svg","gatsbyImageData":null}},"faqSubtopic":null,"body":{"blocks":[{"id":"Ar9q1nPnS6K2NnMLnSRAUw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Chat Desk forms part of the conversational layer of Clickatell's Chat Commerce Platform, and is included in the "},{"url":"https://www.clickatell.com/interact/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["strong"],"value":"Interact "}]},{"type":"span","marks":["strong"],"value":"and "},{"url":"https://www.clickatell.com/transact/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["strong"],"value":"Transact "}]},{"type":"span","marks":["strong"],"value":"packages."}]},{"type":"paragraph","children":[{"url":"https://www.clickatell.com/products/chat-desk/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Chat Desk"}]},{"type":"span","value":" is an easy-to-use web-based application that enables real-time communication with your customers via a single web interface. It allows your customers to contact you via multiple channels (like WhatsApp) while your customer service agents manage and respond to these customer messages from one, central web-based agent desk. Chat Desk also makes monitoring queries, chats, agent performance, and SLAs easier so you can ensure your customers receive the best and most efficient service."}]},{"type":"paragraph","children":[{"type":"span","value":"The main features of Chat Desk include:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Chat Desk Dashboard "},{"type":"span","value":"(Supervisors only): Provides a summary of near real-time data relating to agent performance and availability and provides a view of your customers' engagement behavior."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Supervisor Desk "},{"type":"span","value":"(Supervisors only): Provides greater visibility to a supervisor into their agents' activities and interactions with clients to ensure their teams are providing efficient and quality service to end-users."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Agent Desk: "},{"type":"span","value":"Enables agents to engage with end-users across multiple chat channels in real-time, including two-way rich media support, chat history retrieval, and the ability to transfer chats."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"Use Chat Desk as a stand-alone application if live chat support is all you require, or use it in conjunction with our self-service chatbot builder, "},{"url":"https://www.clickatell.com/help-center/chat-flow/what-is-flow/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Chat Flow"}]},{"type":"span","value":", to handle standard inquiries and automated workflows."}]},{"item":"Ar9q1nPnS6K2NnMLnSRAUw","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/channels-supported-touch/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What channels are supported on Chat Desk?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/add-agent-users-chat-desk/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How many users can get access to Chat Desk?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/chat-desk/how-will-touch-benefit-my-customers/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How will Chat Desk benefit my customers?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62325395","slug":"reporting-chat-desk/","question":"What reporting is available on Chat Desk?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62325024","name":"Chat Desk","icon":{"url":"https://www.datocms-assets.com/54467/1672853534-homepage-3.svg","gatsbyImageData":null}},"faqSubtopic":null,"body":{"blocks":[{"id":"SVJWEKQpSJu8-E9sEh5XCw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"heading","level":3,"children":[{"type":"span","value":"Chat Desk Dashboard"}]},{"type":"paragraph","children":[{"type":"span","value":"The "},{"url":"https://guides.clickatell.com/chat-desk/chat-desk-dashboard/dashboard","meta":[{"id":"rel","value":"noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Chat Desk Dashboard"}]},{"type":"span","value":" provides a summary of near real-time data relating to agent performance and availability (past and present) and provides a view of your customers' engagement behavior (past and present). This data enables you as a supervisor to easily monitor the activities across your Chat Desk and to ensure that clients are being serviced efficiently."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"For more information, see the "},{"url":"https://clickatell.gitbook.io/chat-desk/reporting-and-analytics/dashboard-metrics","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"Chat Desk User Guide here"}]},{"type":"span","marks":["emphasis"],"value":"."}]},{"item":"SVJWEKQpSJu8-E9sEh5XCw","type":"block"},{"type":"heading","level":3,"children":[{"type":"span","value":"Agents Report in Clickatell Portal"}]},{"type":"paragraph","children":[{"type":"span","value":"Several reports are available in the Clickatell Portal to view and download. These reports include important metrics and graphs and provide visibility on the activities and performance of Chat Desk. A "},{"type":"span","marks":["emphasis"],"value":"Definitions "},{"type":"span","value":"page can be viewed to elaborate on the definitions used in the reports."}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Full Analytics: Provides a full view of your Chat Desk data over different periods. Includes a Summary report, Agent-specific report, and a Message Template report."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Customer Satisfaction: View the current day's NPS or CSAT survey results (assuming you have set up these surveys in Chat Desk). 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