Connect Support

Connect Support is a real-time messaging tool that enables support agents to easily keep track of their support cases, quickly find solutions, and resolve problems quickly.

Connect Support builds on the messaging platform provided with Connect. For general information about the Connect interface, setup, and administration, see Connect. When Connect Support is enabled, users designated as support agents have access to the support tab of the Connect sidebar.

Features include:
  • Administrators can create chat queues and enable users to access live support.
  • Support agents can monitor the queues to provide instant support.
  • Drag-and-drop sharing of links, files, and records.

UI16 or UI15 is required to use Connect Support.

Note:
  • Connect Support does not replace legacy chat but offers some of the same functionality. The features should not be used concurrently.