Objective
Initiate help request conversations with our Support team from within the Outreach application using our Support Widget.
As opposed to traditional live chat interactions that have a rigid engagement duration, the Support Widget features the ability to start and come back to continuous conversations for your open help requests. Learn more below!
| *** IMPORTANT *** Please do not include any non-essential personal identifying information (PII), or any protected health information (PHI) in any communications you send to us. Although data in the system is encrypted, it is not intended to store or process any PII or PHI information. Please keep in mind that information shared within these tickets is triaged and routed to the appropriate parties. There is a possibility that information you include in a ticket may be read by parties in addition to the person to whom it is addressed. |
Applies To
- Outreach Customers with the Plus or Enterprise Support offering
Overview of the Outreach Support Widget
The Support Widget allows for asynchronous communication, ensuring that conversations can continue without interruption. Replies to existing tickets via the widget, email, or Support Portal are routed back to the initial agent, fostering a more personalized experience.
Continuous Conversations
The upgraded Messaging Conversations replaces traditional “live chat,” enabling users to:
- engage in ongoing conversations across multiple channels without losing context or continuity.
- have visibility and interaction with past messages and a more integrated support experience.
- define Business Impact and use the Issue Description to highlight urgent matters to be swiftly addressed by an available agent, adhering to our commitment to timely responses.
- leave a conversation and pick it back up at a later time.
Managing Conversations
While your interaction in the widget will begin as a live chat, you have options for continuing the conversation at your convenience in the event your issue is not able to be resolved initially:
- Continue to exchange messages with the agent asynchronously, as all parties are able. You will get an email notification for agent responses as they are posted, and can return to the Support Widget to reply anytime.
- Plan to reconvene with the agent for another dedicated live chat session. If you’d like to continue to engage in this manner, ensure to agree on a date and time that works for both you and your agent to come back together and continue in real time.
- Correspond on the opened ticket via email or the Support Portal. Please note that posts to your ticket via email/Support Portal won't appear in the widget, but all of your support history and tickets will remain accessible through your Support Requests page.
Using the Support Widget
Open the Widget
Note: We are currently rolling out a new Resource Center experience. Until this is complete, some users may still see a consolidated dropdown list under the question mark icon from which you can click Live support or Chat.
- Open the Outreach app.
- At the top right, click the Support (question mark) icon to open the Resource center.
- From the dropdown, click Live chat.
The Support Widget will open in the bottom right corner of the page, and show options to pick any open conversations back up, start a new conversation, or start a call (if available on your support plan).
Note: Click the ✖ in the upper right of the widget to minimize it in the bottom right corner for the duration of your session in the Outreach app.
Start a New Messaging Conversation
Note: New conversations can only be started during normal live chat hours for your support plan.
- In the open widget, click Start a Conversation.
Note: Your full Name and Email will be pre-filled from your Outreach user seat info. - Select the Business Impact (priority) of your inquiry.
- Type in a brief description of your inquiry.
- Click the arrow (or press Enter) to submit.
Once this information is submitted, a new ticket will be created and the conversation assigned to the next available agent. Please wait to be connected and continue with the assigned agent.
Leave an Ongoing Messaging Conversation
If you need to leave the conversation at any point, you’ll receive an email notification when our support engineer responds. You can return to the widget to view the reply and pick the conversation back up.
You can also check out all updates via the ticket in your Support Requests page in the Support Portal. The latest updates will be available in the Support Portal about 10 minutes after you have concluded your conversation in the widget.
Continue an Existing Messaging Conversation
- Open the widget to see previous interactions listed by the brief description that you input at time of conversation creation.
- Click to select the conversation that you would like to continue.
- When the conversation opens, review the previous messages for that ticket.
Note: Only tickets and conversation messages added via the widget will be visible. To view all your tickets and their complete correspondence history (including via email and ticket form), please visit your Support Requests page in the Support Portal. - Add your reply (update, question, or note) to the text field in the widget, then click the arrow (or press Enter) to post it to the conversation.
If you are picking your conversation back up at a previously agreed time with the support engineer, they should be ready to engage in a live chat.
If the agent is OOO at the time you re-engage the conversation, you may instead be routed to another available representative.
If needed, you can again leave the conversation, and you will be notified when the assigned agent has responded.