Help Desks
Give Visitors a configured path to contact a human team.
A Help Desk groups contact channels, availability, form fields, and escalation settings. An Organization can connect one Help Desk to multiple Assistants.
Current channel behavior
| Channel | Visitor result |
|---|---|
| Ciele sends an escalation email when the email transport is configured. | |
| Phone | The widget shows the configured phone contact. |
| Live chat | The widget shows the configured live-chat contact path. |
| External link | The widget opens the configured destination. |
Only configure a channel after you test its complete Visitor path.
Escalation selection
An Assistant can show an always-available Contact support action. Ciele can recommend a connected Help Desk from its description and Conversation context.
The Visitor selects one available channel. The widget then shows the configured form or contact action.
A Visitor can also write @ in the message box. The chat window shows the Help Desks that this Assistant can recommend. When the Visitor selects one, the chat window removes the @ and shows that Help Desk. The text is not sent to the Assistant.
A Help Desk with no active channel does not show in this list.
Create a Help Desk
- Open Help Desks.
- Create a Help Desk.
- Enter a name and routing description.
- Add one supported channel.
- Configure availability and form fields.
- Connect the Help Desk to an Assistant.
- Test the escalation in Preview.