After completing all the necessary configurations and inserting the application code on your website, Movidesk will be ready to offer integrated online support.

1. Client access to chat

When your client accesses your website, the chat icon will be available in the bottom right corner of the screen, or in the option you defined to start online service. See the collapsed and expanded icons:

2. Initial interaction with the client

By clicking on the product icon, a window will appear with:

• An initial greeting.
• A button to start a conversation.
• The option to search for answers in the knowledge base, if the Chat App + Knowledge Base is configured.

If the user is already logged in, the greeting will change to "Hello, <user name>", and a button to "Log in with another user" will appear.

3. Start of service

3.1 Entering data

When starting a service, the client must fill in the required data through a form. Once confirmed, this data will turn into conversation bubbles.

To return to the initial screen, the user can click on the designated button .

3.2 Selecting the subject

After connecting, the customer must select the subject or area in which they wish to receive support. The Confirm button will only be enabled after selecting the subject.

💡 Tip: The data entered in these fields is saved in cookies, preventing the customer from having to repeat the information in future interactions.

• If the application has only one registered subject (Chat Group), the selection list will not be displayed.

3.3 Checking for online agents

After the customer selects the subject, the system checks if any agent serving that group is online:

• If no agents are online, the offline message form will be displayed, if enabled. The customer can be directed to other contact methods, if desired.
• If agents are online, the button to start the chat will be displayed.
  

4. Ticket Relationship

When starting the chat, the customer can automatically relate the new support interaction to an existing ticket, as long as they are the creator of the ticket.

Prerequisites for automatic relationship:

• The ticket must have the status "Not Completed" (except "Resolved," "Closed," or "Canceled").
• If the prerequisites are not met, the user must inform the agent to manually create the link.

5. Support screen

After completing the first stage of the support process, the customer will be directed to a screen where the conversation will take place. This screen will display the queue position or the average waiting time to be served.

• From this point on, even if an agent has not joined the conversation, the customer can already send messages, which will be viewed by the agent who later attends the chat.
  

6. Sending Attachments

Attachments are sent separately from text messages, and files up to 10 MB can be sent. During the upload, a loading circle will indicate the progress. Once uploaded, the attachment can be viewed by clicking on the image, which will open in a new tab.

• Allowed file types: Text and image.

7. Message Notifications

When the chat involves multiple agents, they will be identified by avatars/photos. Whenever an agent joins, the customer will see a message like “<Agent’s Name> has joined the conversation”.

• If the chat app is minimized or the customer is on another browser tab, the app will emit a sound notification to alert them about new messages.

💡 Tip: To insert emojis into the chat conversation, use the shortcut key " + ç" (Windows) or "Ctrl + Command + Spacebar" (macOS).

Movidesk monitors all chats in the waiting queue. If a chat is disconnected for more than 20 seconds, it is considered abandoned and will automatically be closed.

Reasons for Disconnection

The customer may be disconnected for various reasons, including:

• Network issues
• Browser tab closure
• Browser shutdown
• Computer shutdown

This mechanism prevents abandoned chats from occupying space in the service queue, ensuring agents can assist customers who are actively waiting.

⚠️ Attention: If the connection is re-established within the waiting period, the disconnection date is voided, and the chat continues as usual.

Chat Closure Messages

To clarify for the customer why the chat or conversation was closed, the following messages may appear:

• Message when the customer/agent ends the conversation during or after the service: "End user/agent ended the conversation".
• Message for connection failure with the customer: "Chat ended due to connection failure with the end user".
• Message when the customer/agent ends the chat while waiting in the queue, without speaking to an agent: "End user ended the chat".

The trigger functionality has certain conditions that identify tickets opened via chat. In the condition Ticket: is... >> Opened via, you can use the criteria Online Chat and Offline Message.

⚠️ Attention: These two criteria identify tickets opened via online chat and those opened via the offline message form in the chat app, respectively.

1. Access to Chat

When an agent is an administrator or has permission to assist a chat group, the system will display the Chat option in the main menu.

1.1 View for Agents

Upon accessing this option, the agent will be able to view the conversations waiting for service. See the image below for reference:

1.2 View for Administrators

For an administrator, the service area will look slightly different. See the image below:

• Difference: Administrators have access to indicators that are not visible to regular agents. Additionally, they can monitor in real-time the conversations conducted by the agents in their group and intervene or redirect those conversations when necessary.
  

2. New Chat Notifications

When a chat request is made, agents who are online will receive a notification.

Attention: In Microsoft Internet Explorer, chat notifications are not available; therefore, its use is not recommended.

The chat status can be set in the top bar of Movidesk.

3. Conversation Management

In the chat tab, you will see requests in different groups:

• Chats waiting for service: Requests that are in the queue waiting to be handled.
• Ongoing chats: Requests that are currently being attended to.

3.1 Available Actions

For each chat request, you will have two possible actions:

• View: Available only to group administrators.
• Attend: Available to all members of the chat group defined as attendants.

If the agent has the sequencer enabled, they will only be able to attend to the first conversation on the list.

3.2 Starting the Conversation

By clicking Attend, a new tab will open to start the conversation with the customer. The screen will be similar to the ticket opening screen, but it cannot be edited while the conversation is in progress.

4. Ending the Conversation

Only at the end of the conversation will the ticket be generated. The agent can:

• Type messages in the conversation.
• Send files.
• Invite another agent to join the conversation.
• End the chat.
• The chat can also be ended by the customer through the application that initiated the call. See below the message shown to the agent when the conversation is closed.

Attention: It is not possible to close the tab without the conversation being converted into a ticket. If the browser is closed, the conversation will automatically be converted into a ticket and will be available in the agent's Ticket queue.

If the agent solves the customer's issue during the conversation, the ticket can be saved as Resolved. Unlike tickets opened directly in Movidesk, tickets opened through chat can be saved as Resolved or Canceled if the chat was initiated by mistake.

5. Conversations between Agents and Customers

It is possible to initiate a conversation between agents or between an agent and a customer through tickets. For this functionality to be available, two parameters must be active:

1. "Allow inviting the ticket's customer to a conversation via chat."
2. "Allow inviting the ticket's responsible person to a conversation via chat."

If the agent accesses a customer's ticket, the Start Chat option will be available. Similarly, if the customer accesses a ticket where the responsible person is online, they will also be able to start a chat.

5.1 Inviting to the conversation

Agents can invite both customers and other agents logged into Movidesk. To invite an agent:

1. In an already saved ticket, click the Options button and select Start.
2. Next, click the link Invite to the conversation.
   
   

The customer's view will be as follows:

The indicators will only be available to the administrators of the chat groups.

To be able to filter the data used in the indicators, click on This month to select the period and Select a filter to choose between Agents, Applications, and Groups.

Below we detail the information displayed in the Main chat indicators section:

• Chats attended: Number of chats attended during the period.
• Chats resolved in the first interaction: Number of chats resolved during the conversation.
• Chats unresolved in the first interaction: Number of chats that were left pending for later resolution.
• Offline messages received: Number of messages received outside business hours or when all agents were offline.
• Longest conversation duration: Duration of the longest conversation received during the period.
• Average conversation duration: Average duration of conversations attended during the period.
• Longest waiting time in queue: Longest waiting time in the queue during the period.
• Average waiting time in queue: Average waiting time in the queue during the period.
• Number of abandonments: Number of chats canceled by the customer before being attended by an agent.
• Number of abandonments (Leaving a message): Number of chats canceled by the customer where a message was left (The conversation was turned into a ticket).
• Longest waiting time before abandonment: Longest waiting time in the queue before the customer abandoned the chat.
• Average waiting time before abandonment: Average waiting time for customers who abandoned the chat during the period.

Learn more

Want to know more about Chat? Check out:

• Chat Overview
• Chat Functionality Parameters
• Chat Application Registration