If your chat service is configured to enable it, you can
request a chat directly from the Self Service Center main page. When
you do so, you can select from a list of available chat topics.
About this task
You must be logged in and have access to the Self Service
Center to use the live chat service. The chat service access is provided
in a pod in the upper right corner of the main Self Service Center
page. The pod is titled
Contact Us in the shipped
product, but your administrator might have titled it differently or
removed it altogether. In addition, your administrator might have
removed the
Chat Now button in the pod that
is used to request a chat. If the pod is not displayed, or if the
Chat Now button is not shown in the pod, you cannot request
a chat from the Self Service Center main page.
Procedure
Perform these steps to request a chat from the Self Service
Center main page. These instructions assume that the pod is displayed
and that Chat Now is an option in the pod:
- In the Self Service Center (), click Chat Now in the upper right pod.
The Chat with an Agent dialog
is displayed. Depending on how your live chat operation is configured,
the dialog might contain a list of available chat topics. It also
contains a field in which you can optionally specify a previously
opened service request that you want to chat about.
- Do one of the following:
- If a list of topics is displayed, select a topic about which you
want to chat, and click Chat Now.
- Optionally, select an existing service request that you opened
or are affected by. The service request tickets that are available
are not in CLOSE or DRAFT state. After you select the service request,
click Chat Now.
The End User Chat window is displayed. It contains a message
that you are waiting for an agent to join the chat. If no agent is
available, a message is displayed to that effect and you can close
the chat window.
- When an agent joins the chat, you can state your issue
and converse with the agent about it. Messages typed both by you and
by the agent are displayed in the window.
- After the chat is completed, you can close the chat. If
further work is needed to resolve your issue, the agent might notify
you by e-mail when this work is completed, as appropriate.