Messenger
Revolutionize customer support with a fully-integrated live chat system with advanced functionality. Improve accessibility, streamline communication, and personalize the customer experience with Deskpro's Messenger widget.
Direct Access
Deskpro's messenger feature enables live chat from any page that you embed you widget onto; making customer support easier for your customers.
It also lets your customers directly access the Help Center through your embedded widget; making problem solving seamless.
Customers can view support content, start a chat or submit a ticket from any page.
Customers will be automatically directed towards Help Center content; reducing the strain on agents.
Customers can access your support from the messenger widget without having to access the Help Center.
Help Center
Embed your messenger widget onto any page across your site; enabling customers to access the Help Center from any page it's embedded on.
Customers using the widget can access all of your knowledgebase content through the widget. Encouraging self-service through ticket deflection can reduce the strain on your agents and can increase the efficacy of your support platform.
Customization
The messenger widget is completely customizable to fit your organization's branding; adding a personal touch to your support service. Embed your helpdesk widget in your own webpage and make your Help Center readily accessible to your customers with just a click of a button.
Customize your widget in line with your brand through logos and colors.
Include avatars of your agents to humanize the conversation.
Required fields gather information from customers before they begin a chat.
Choose if it appears as a pop up or a closed feature on the landing page.
Agent Interface
Help agents work proactively to resolve issues for your customers. Preview messages to quickly gather customer information so agents can work on putting things right before the customer can even say 'ticket'.
See messages as they're typed so you can start working on solutions before the user hits send.
Agents can add each other into live chats so that other agents can help them resolve issues.
When a customer is logged in agents can view their profile and ticketing history.
Agents are able to quickly direct customers to content or downloads with attachments.
Automations
Deskpro's powerful automation tools enable you to pre-arrange actions that keep your helpdesk constantly operating at its best.
Keep up with instant messenger chats by using snippets to insert a canned message which auto-fills customer information.
Missed chat tickets ensure agents are able to get back to a customer as soon as possible.
Choose how to assign agents to chat notifications; an optional round robin, forced round robin or just on a volunteer basis.
Customer Interface
Make your messenger service as intuitive as possible so your customers have a positive customer support experience from start to finish.
Customers can fill in personal details and query topics to ensure they are assigned to the correct agent or department.
Customers can leave feedback at the end of their chat with an agent; helping you understand what your organization is doing well and what can be improved.
Your chat widget will automatically send a transcript of the conversation to the customer so they can always see the chat history.
Permissions
Control who can access chat through usergroup permissions. This can be limited to customers who are logged in or customers from a particular organization.
Create agent chat permissions so only specific departments or groups of agents can receive incoming chats.
FAQs