As an employee, you can chat directly and in real time with support agents through the
Employee
Service Center. When you initiate a chat and select a conversation topic, you are routed to the appropriate
chat queue and connected to a support
agent.
Live chat overview
Connect Support is a messaging tool that enables support agents to provide real-time
assistance for end users, and is automatically enabled with Employee
Service Center. Your administrator can create multiple chat queues for different departments, such as
queues for HR, IT, Payroll, or Facilities. To set up the chat queues and learn more about
Connect Support, see Connect Support.
Note: If no chat queues are defined, then the chat queue defaults to:
- Virtual Agent Support
- (HR Service Delivery only) HR Department Chat Queue
When you initiate a chat in the Employee
Service Center, a pre-chat conversation is displayed with pre-chat categories. The following GIF shows
an example of initiating a chat.
Note: These pre-chat categories are only used with live chat. If you are using
Virtual Agent with Employee
Service Center, then these pre-chat categories don't apply.
Configuring the pre-chat categories in live chat
Your administrator can control the pre-chat categories that appear in the pre-chat
conversation by adding survey choices in the appropriate configuration in the ESC Pre-Chat Configuration. For example, your administrator can configure benefits,
employee relations, and travel and expense categories that route to an HR chat queue;
finance and payroll categories that route to a finance chat queue.
Note: If the survey options are not defined, the pre-chat conversation is displayed without
data.
