Chat

Network requirements for video calling
In most cases, video calling will work without any changes to your network. We recommend trying a test call before asking your IT team to update your firewall or filtering rules. Test video calling fi...
Defining Business Operational Hours
Your Business Operational Hours allow you to control exactly when your Synthetix Live Chat service is considered open or closed. This feature ensures customers only see or access your channels at spec...
Understanding Chat Agent Statuses
Our live chat service provides various statuses for chat agents to indicate their unavailability or engagement in other tasks. When an operator selects a status, it is logged and timestamped. For inst...
How do I use the Synthetix Copilot feature?
Developed to enhance your efficiency and streamline your workflow, Copilot leverages the capabilities of ChatGPT to assist you in crafting impeccable responses and refining customer interactions. Copi...
What are Canned Responses?
Canned Responses are a significant feature of our live chat. A well-crafted canned response can save considerable time when responding to a customer. As a business, you can create up to twenty global ...

Agent View

Chats are queueing/ being missed when agents are all in 'suspend' or out of hours. What shall I do?
If chats are queueing when all agents are suspended or out of hours, this could be due to incorrect timezone settings. The default timezone used by Synthetix systems is UTC (GMT). If clocks have recen...
I am experiencing problems retrieving previous chat transcripts, when I choose the chat, the page doesn't load. What shall I do?
If you require assistance retrieving previous chat transcripts, please contact Synthetix support. Learn how to contact Synthetix Support...
I am unable to accept chats. When I click on a chat it disappears. What shall I do?
If you are unable to accept chats, you might have a 'clogged slot'. To fix this, please contact Synthetix support. Learn how to contact Synthetix Support...
The system is allowing more chats than my maximum capacity. What shall I do?
If you are receiving more chats than you have been assigned, please ask a supervisor to check the quantity:Navigate to Control PanelChoose Settings and then User ManagementClick on the profile to revi...
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When I try to open chat transcripts, the page continues to 'load' without opening. What shall I do?
If you are having issues opening chat transcripts, please refresh the page, try in a new browser, or if the problem persists, get in touch with Synthetix support. Learn how to contact Synthetix Suppor...

Chat is showing as unavailable to customers, what shall I do?
If Chat is showing as unavailable to customers, please check that there are enough agents online with the required skill and that chat queueing is enabled for the specific knowledge base. If the probl...
Can I block an offensive user or prevent a user from misusing Chat?
If you have experienced rude, inappropriate or offensive messages, you can report a particular chat to Admin by choosing the Report feature above the chat. Once you have submitted the report, Admin ca...