Below we've outlined the guest user experience (referrer, external network) when starting a live chat.
Step 1:
Prior to initiating a live chat, guests are required to input their first name, last name, and phone number in order to receive a secure OTP.
Step 2: Once the 6-digit code has been entered
Step 3: Guests now have the option to either initiate a new chat with the Team or access previous conversations (open chats).
To start a new chat, they can add a subject (e.g. Missing Report, Request Call back etc) and click Next.
Step 4: Guests may be asked to provide personal information for identity verification and other necessary details to help the receiving Team effectively address their query. These identifiers may be optional or mandatory, and will be determined by the Organisation based on specific requirements.
In this situation, the guest has the option to enter their Provider number (which is optional). Their name and phone number will be automatically filled in for them.
Step 5: A member of the receiving Team will claim and action the incoming chat.
Guests using their mobile device have the option to take photos and upload them directly to the chat. Alternatively, if they are on desktop, they can easily drag and drop files into the chat window and download any documents that have been shared with them during the conversation.
Step 6: After the request has been addressed, the Team member handling the Case will request to close the Case. The guest can finalise the closure of the Case by clicking on the Close Chat button. In case of no action, the Case will automatically close after 7 days.
👍 If the chat window is closed before receiving a response from the Team, guests will receive an SMS notification within 5 minutes if there is any new activity that they haven't seen yet. The notification will include a link that directly takes the guest back to the chat window for easy continuation of the conversation.
💡 All conversations are securely stored for future reference. Guests can access both ongoing and closed chats through the menu icon located in the top right corner, also known as the Hamburger menu.
