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Messenger

Have more human conversations

Deskpro features a fully-integrated live chat system with considerably more functionality than leading standalone chat solutions.

Boost your customers support with Help Center access directly from your messenger widget

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.

Embedded widget

Customers can view support content, start a chat or submit a ticket from any page.

Reduce number of tickets

Customers will be automatically directed towards Help Center content; reducing the strain on agents.

One stop shop for support

Customers can access your support from the messenger widget without having to access the Help Center.

Help Center

Your proactive 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

Add your own touch to your messenger widget

Your messenger widgets are completely customizable to fit your organization's branding and needs - adding a personal touch to your support service. Embed your help desk widget in your own webpage and make your Help Center readily accessible to your customers with just a click of a button.

Brand your widget

Customize your widget in line with your brand's imagery through logos and colors.

Support with a friendly face

Include avatars of your agents to humanize the conversation.

Pre-chat forms

Required fields gather information from customers before they can begin a chat.

Choose how your widget behaves

Choose if it appears as a pop up or a closed feature on the landing page.

Agent Interface

Be a problem solving machine

Help agents work proactively to resolve issues for your customers. Being able to preview messages and quickly gather customer information means agents can work on putting things right before the customer can even say 'ticket'.

Preview customer messages

Customer messages are seen live as they're typed so agents can be working on a solution before they hit send.

Team up on support

Agents can add each other into live chats so that other agents can help them resolve issues.

Customer profiles

When a customer is logged in agents can view their profile and ticketing history.

Quickly share content

Agents are able to quickly direct customers to content or downloads with attachments.

Automations

Intelligent automations help your helpdesk run smoothly

Deskpro's powerful automation tools enable you to pre-arrange actions that keep your helpdesk constantly operating at its best.

Snippets

Keep up with instant messenger chats by using snippets to insert a canned message which auto-fills customer information.

Never leave customers hanging

Unanswered chat messages are automatically turned into tickets so an agent won't miss the message.

Agent assignment

Choose how to assign agents to chat notifications; an optional round robin, forced round robin or just on a volunteer basis.

The integrated live chat is really handy. If clients have a quick question we can reply straightaway and it works really well.
Melissa PrattHelpdesk Supervisor

Customer Interface

Help your customers help themselves

Make your messenger service as intuitive as possible so your customers have a positive customer support experience from start to finish.

Pre-chat fields

Customers can fill in personal details and query topics to ensure they are assigned to the correct agent or department.

Happy customer, happy helpdesk

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.

Provide ongoing support

Your chat widget will automatically send a transcript of the conversation to the customer so they can always see the chat history.

Permissions

You control access to the messenger widget

You control who can access the chat functions through usergroup permissions. This can be limited to customers who are logged in, or customers from a particular organization.

Admins can also create departmental chat permissions so only specific departments or groups of agents can receive incoming chats and you can control the chat permissions of individual agents within the departments.

Live chat is nice because it allows our customers to ask us questions rather than just creating tickets. Combining that with the use of documentation we can prevent tickets being created in the first place.
Luke BryantCustomer Support Manager
Our agents prefer Deskpro over other helpdesks because of the user-friendliness, clear interface, and technical flexibility. Snippets make up a good 80% of each message that is sent back to users. It greatly reduced response times and improved the user experience.
Nam NguyenDirector of Customer Success
The software is very intuitive and easy to get to grips with. The automated processes, such as ticket prioritisation and sending out custom email templates, has made us much more efficient on the support desk.
Anthony EvansSupport Analyst
Our support team makes up a large part of the office, so a ticketing system is more efficient for collaboration.
Sarah KippernesHead of Support