Chat with customers outside a support session

User Chat supports Windows and macOS devices.

To connect with a customer directly using a two-way chat, without having to start an active remote-control session:

You must be logged into the All Devices view as a user with the User Chat permission allowed in Roles and permissions

The target customer device must have Take Control or Remote Background Management installed.

1. On the All Devices view, go to the North-pane Servers, Workstations, or Mixed tab.
2. Right-click the target device and select Chat.

   

   A chat window from your browser opens with message, "chat request sent". A pop up window displays on the target device with the message: “The technician wants to start a chat session with you through Take Control. Do you want to accept?"

3. When the user accepts the chat session, a chat window opens. Enter your message and select Send to begin chatting with your customer.

For more information, see User Chat.