Convoso's purple Help Widget resides in the Knowledge Base and Admin App. It doubles as a mini Knowledge Base and Support Chat. This tool allows clients convenient access to Convoso's Help resources and personnel.
Contents:
- Searching Knowledge Base in Admin Dashboard
- Using Help Widget in Knowledge Base
- Using Help Widget Live Chat
Searching Knowledge Base in Admin Dashboard
The Help Widget is a mini Help Center within your Dashboard.
In this widget, you can find help articles and contact Convoso Support.
1.) Click the purple Help button at the bottom-left of your screen.
The Help window will open.
2.) Type the keywords for what you need in the Search bar or select a Help resource from the Top suggestions list.
- Depending on the page you are viewing the Top suggestions will change.
- For the main Dashboard the suggested resources are about customizing your Dashboard.
- For Show Campaigns the suggested resources are for creating and using Campaigns.
3.) After entering your keyword the Top suggestions will be replaced with a list of the nine Top results that match your search.
Tip: The specificity with your keywords will lead to stronger search results. Try to think of the components of the system that could be causing your issue to present.
- Instead of Dialing Issues try:
- Dial Method - This will produce articles for adjusting Dialing Settings.
- Hopper - This will produce articles about configuring your Hopper and how to know if your Hopper is empty.
- Advanced Lead Filters - This will produce articles about managing and configuring Advanced Lead Filters which can sometimes cause dialing issues by over-filtering Leads.
4.) Clicking one of the links in your results will open the article.
5.) You can preview the article within the widget, before clicking the link to see the full page. If you want to return to the Top results, click the back arrow button instead.
The article page will open in a new tab.
6.) Now you can read the article in full and either close the page or search for additional resources.
Using Help Widget in Knowledge Base
The Help Widget is also available within the Knowledge Base, promoting ease in performing multiple searches at once and easily comparing multiple Knowledge Base resources.
1.) Click the purple Help button at the bottom-left of your screen.
The Help window will open.
- The Knowledge Base version of the Help Widget does not show Top suggestions.
- For suggested Knowledge Base articles, check the Promoted Articles list on the Home page.
2.) Type in your keywords and see the Top results.
3.) Click a link to view the article.
4.) You can preview the article within the widget, before clicking the link to see the full page.
The full article page will open in a new tab.
5.) Now you can read the article in full and either close the page or search for additional resources.
Using Help Widget Live Chat
The Help Widget has a Live Chat function, so that clients have convenient access to fast Support. After an attempt of using our resources to resolve your issue you can painlessly switch to seeking help from a Convoso Support Representative.
1.) Click the Help Widget in the left corner of your screen.
2.) Type in a keyword to open full the Help window. If you are in the Admin Dashboard, then you can skip this step.
3.) Click the Live Chat button.
4.) Fill out form fields A-D.
- (A) Name:
Enter your first and last name. If you are logged into the Support Portal this field will auto-fill. - (B) Email:
Enter your preferred email address. If you are logged into the Support Portal this field will auto-fill. - (C) Department:
Select Customer Support in the drop-down. - (D) Phone Number:
Enter your preferred contact number.
5.) Scroll and fill out field E.
- (E) Message:
The words typed here will appear as your first chat message to a Support Representative.
6.) Click Start chat.
Your message will then send to the Support Representatives and you will enter the Chat Queue.
There will be a notification when the Representative joins. They will start with an introduction and offer to help.
6.) Type a question or issue into the message box. Or add more details to your original message.
- Attach: (Optional)
Click this paperclip icon to attach any files or images that can give visual context for the Representative.
8.) To find additional options other than End and Attach, click the three dots:
-
- Sound: Click to mute the chat notification ding.
- Email Transcript: Click to email a transcription of your Chat.
- Edit contact details: Click to edit your email and other Contact information.
- End chat: Click to finish the Chat.
8.) Please use the Like (thumbs up) and Dislike (thumbs down) icons to rate your Support experience.
- Click the Leave a comment button, to give a fuller review of your Chat experience.
- Fill some comments about your Representative and the quality of their customer service.
- Once finished, click the purple Send button to share your feedback.
9.) Once you are satisfied, end the Chat by clicking the End icon at the bottom.
Viewing Live Chat Records
Just like other Support Requests each Live Chat generates a Ticket. These tickets can be tracked within the Requests section of the User Support Portal.
To learn more about the User Support Portal and how to track your Tickets, see Registering and Using the Support Portal.
1.) Start by clicking Sign in at the top-right.
The Sign in to Convoso window will open.
- Choose your preferred method of Signing in by either clicking one of the Single Sign-On options on the left or following the steps to sign in with email, below.
2.) Enter your profile Email and Password into their respective fields.
3.) Click the blue Sign in button.
- Once signed into your Account, you will be redirected to the Help Center Knowledge Base home page.
- The Sign in link will be replaced with your User Name and an Avatar or profile picture.
4) Click your User Name to open the Profile Menu.
5.) Click the My activities option from the Profile Menu.
The My activities page will open on the My requests tab.
- This is where you can view all the Support Tickets you have submitted through any of our Support channels.
- All of your Live Chats will be stored here as Support Tickets.
6.) Click the Subject of the ticket that you would like to view.
This will open up the Ticket View.
- (A) The full transcript of your Chat will be on the left.
- (B) In the gray panel on the right are your Ticket details.
- (C) Below your transcript, is also a link to create a follow-up ticket.