HTML Chat - GoToAssist Corporate

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HTML Chat

HTML Chat is a portal feature for web-based chat that allows you to launch chat-only support sessions from any desktop or mobile device using the GoToAssist Corporate customer portals. Chat-only sessions allow customers to participate in support sessions without downloading an .exe file because the sessions are conducted completely within the same web browser as the customer portal (i.e., unless the session is escalated to a standard support session, at which time the customer will be prompted to download). This enables faster time to session and quicker problem resolution without involving firewalls or software downloads. Additionally, this type of web-based chat uses HTML to launch support sessions (i.e., instead of Adobe® Flash® Player, which is intended only for customers using a desktop computer to launch support sessions), and is supported on most desktop operating systems as well as all mobile operating systems. HTML Chat sessions joined from a desktop computer can be escalated to run as a standard support session if the representative's portal configuration supports this feature.

Topics in this article:

Account configuration options

Host an HTML Chat session

Join an HTML Chat session

Download the chat log

Account configuration options

Your GoToAssist portal settings for HTML Chat can be configured in the following ways:

  • HTML Chat allowing escalation to standard session– All support sessions attempt to connect using HTML Chat, with Flash Chat (i.e., sessions that use Adobe® Flash® Player) as a fallback method if an HTML Chat session is unable to be established. When the customer joins a support session from their desktop, the representative has the option to escalate the HTML Chat session to a standard support session, where they can use various features (e.g., screen sharing, file transfer, run as a service, etc.) if the representative's portal configuration allows. Learn more about features that can be available during a standard support session.

    Note: Upgrading an HTML Chat session into a standard session is not available when a customer has joined the support session from a mobile device.

  • HTML Chat with no escalation to standard session– All support sessions attempt to connect using HTML Chat, with Flash Chat (i.e., sessions that use Adobe® Flash® Player) as a fallback method if an HTML Chat session is unable to be established. The session will remain a web-based, chat-only session.

For more information, please see our HelpAlert System Requirements.

Host an HTML Chat session

Depending on your account configuration, you can be enabled to host support sessions as Web Chat only, or with the ability to upgrade your Web Chat session into a standard session. For more information about web-based support session types, please see our Web-Based Support Options. For steps on how to upgrade a Web Chat session to a standard session, please see Web Chat.

Note: Upgrading an HTML Chat session into a standard session is not available when a customer has joined the support session from a mobile device.

The following features are available during your HTML Chat session:

  • To send a chat message, click within the text field at the bottom-left of the Chat box and type your message. Click Send or press Enter on your keyboard to send the message.
  • To send a private message (e.g., to another representative, but not the customer), select the recipient from the To drop-down menu before clicking Send.
  • To send a pre-scripted message or URL, click the Message icon or URL icon (see Scripted Messages and URLs for more information).
  • To open a web page on the customer's computer, enter a URL and click Push URL. The customer's computer will automatically open a web browser and direct it to the URL.
  • To use spell check or change the font size, click the Spell Check and Font icons .

  • If a customer joins an HTML Chat session from their mobile device, they can use the Enter or Return key on their mobile device's on-screen keyboard to send chat messages to the representative, or tap Submit to send.

Join an HTML Chat session

  1. Navigate to the customer portal URL or website provided for support.
  2. Fill in the required fields and click Continue.

  1. Once a representative has accepted your query, you will be connected to a chat-only session within your same web browser window. The following features are available:
    • To send a chat message, click within the text field at the bottom-left of the Chat box and type your message. Click Send or press Enter on your keyboard to send the message.
    • To enable or disable chat sound notifications, click the Sound on/off icon .

      Note: This feature must be enabled within a representative's portal settings.

    • To close your session, click the End Session icon , then click OK to confirm.

Download the chat log

Both you and the customer can view the chat log for the chat session once it has ended.

  • Representatives can go to SessionSave Chat Log in the Representative Chat box to save the .txt file, or view the chat log in a session report.

    Note: Some representatives may not have access to the Management Center to run reports, depending on their account configuration.

  • Customers can click the Save the chat history link that appears at the bottom of the chat log to download and save the .txt file.

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