Chat

1. What are Canned Responses?
2. How do I use the Synthetix Copilot feature?
3. Understanding Chat Agent Statuses

Agent View

1. I am experiencing problems retrieving previous chat transcripts, when I choose the chat, the page doesn't load. What shall I do?
2. Chats are queueing/ being missed when agents are all in 'suspend' or out of hours. What shall I do?
3. I am unable to accept chats. When I click on a chat it disappears. What shall I do?
4. The system is allowing more chats than my maximum capacity. What shall I do?
5. See more

Connection Issues

1. When I try to open chat transcripts, the page continues to 'load' without opening. What shall I do?

Customer View

1. Chat is showing as unavailable to customers, what shall I do?
2. Can I block an offensive user or prevent a user from misusing Chat?