Deskpro Messenger

Transform Support with Deskpro Messenger

Revolutionize conversation with an integrated chat system.

Improve accessibility, streamline communication, and personalize the customer experience with Deskpro's Messenger widget.

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Seamless Support, Always Available

Offer instant support from anywhere

Messenger puts live chat just a click away, no matter where your customers are on your website. This means they can get help when needed, without searching for a separate support channel or leaving your site.

One-click access to your Help Center

Plus, customers can access help content directly from Messenger, making it easier to find answers and resolve issues quickly.

Find out more about Chat in Deskpro

Help Center

Proactive help center tool

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 knowledge base 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.

Find out more about the Help Center

make it your own

Flexible Customization and Branding

Customize Messenger to fit your brand; adding a unique touch to your support service.

With Messenger available on your website, Help Center, and in-product you can ensure your users have more consistent brand and customer experiences.

Brand your widget
Align the widget with your brand using logos and colors.
Friendly face of support
Include avatars of your agents to humanize the conversation.
Gather information
Collect user information before a chat and route them accordingly with chat flows.
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. Preview messages to quickly gather customer information so agents can work on putting things right before the customer can even say 'ticket'.

Preview messages
See messages as they're typed so you can start working on solutions before the user hits 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

Keep the conversation moving with helpful automations

Deskpro's powerful automation tools enable you to pre-arrange actions that keep your help desk 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
Missed chat tickets ensure agents are able to get back to a customer as soon as possible.
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 Pratt Help Desk Supervisor
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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 help desk
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

Control access to your live chat

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.

Live chat is nice because it allows our customers to ask us questions rather than just creating tickets. Combining that with our documentation, we can prevent tickets from being created in the first place.
Luke Bryant Customer Support Manager

FAQs

Frequently asked questions