Help Chat (Smartloop) agent training guide

Owned by Alex Logsdon (Deactivated), created
Last updated: May 13, 2024 by Alyssa Prochaska (Deactivated)
5 min read

When someone needs help using the website or experiences a technical issue, they can ask a question in the Help Chat. Our friendly chatbot provides automated support, but sometimes people need help from a real, live human.

That’s where you come in, as a Help Chat agent! This guide will help you learn how to use the support dashboard and give you tips for responding to users.

The Help Chat is one tool in the Gameday issue escalation process.

What users see when they access the Help Chat on the site.

Key terms

  • Help Chat: The overarching term we use to describe the chat feature. It includes conversations that users have with the automated chatbot and live agents.

  • Smartloop: The name of the Help Chat software itself. Agents use the Smartloop dashboard to provide support to users.

  • Chatbot: The automated (robot) interaction that responds with solutions to users' questions.

  • Agent: The live (human) support representative.

  • User: Anyone who accesses the Help Chat on the event website to ask a question.

Video tutorial

Sit back and learn in this training video.

Recorded on JUNO version 2.2

Overview of Smartloop

As an agent, you'll get login access to the Smartloop dashboard from the JUNO team. There, you’ll find three useful tabs: Live Chat, Audience, and Insight.

  • The Live Chat tab displays messages from users. The Open conversations category within this tab is where you'll spend most of your time supporting users.

  • The Audience tab collects user contact information and conversation history.

  • The Insight tab displays basic analytics.

Below, you’ll find a detailed description of each tab, along with steps to provide support from within the Live Chat tab.

Support users in the Live Chat tab

The Live Chat tab is where you’ll spend most of your time supporting users. There are three categories within this tab: All, Open, and Closed. Navigate between them by using the dropdown menu below Conversations.

The All category is shown by default when you open Smartloop. It shows all conversations users have in the Help Chat, whether with the chatbot or agents. This isn't the ideal place to provide support, because you only want to respond to users who asked to speak to a live agent.

Instead, the Open category is where you can find and respond to requests for live support. Automated chatbot messages aren’t included here.

Finally, the Closed category displays conversations that have been closed by agents. You can review these to see messages sent by users and agents during the conversation.

Animation of an agent opening a dropdown menu and toggling between the three categories. User conversations appear and disappear in the sidebar.

Respond to users

In the Live Chat tab, click the dropdown menu below Conversations. Select Open to see all users who have requested help from a live agent.

Conversations are sorted based on recency. New conversations start at the top of the list. Once you respond to a user, that conversation returns to the top of the list.

Now it’s time to help out these users! Type a message to respond. Here are some tips:

  • Scroll up inside the conversation window to see what else the user typed. This can help you better understand their issue.

  • Use the Paperclip icon to send screenshots. This is helpful when a user is looking for a specific button or page on the site.

  • You can also include links in your message.

  • If an issue requires more time and research to solve, you might need to email the user later with a detailed response. Find their contact information at any time in the Audience tab.

There’s no indication to other agents that you’re typing a message. But once the message is sent, it's visible to everyone. We recommend coordination between agents to ensure streamlined support.

Messages sent by agents cannot be removed.

Close a conversation

Once you’ve answered a user’s questions completely, you can close the conversation. You might also decide to close it if the user hasn’t responded for an extended time.

  1. Click Close at the top right of the conversation (to the right of the user's name).

  2. A standard closing message appears. Customize it for the user, or leave it as is. Click Close.

  3. The conversation automatically moves to the Closed category.

Find user information in the Audience tab

The Audience tab is located above the Live Chat tab. Here you’ll find helpful user information like their name, email address, country, and when they last visited the Help Chat.

Click the Smartloop icon in the rightmost column to view all conversations a user had in the Help Chat.

View analytics in the Insight tab

The Insight tab is located beneath the Live Chat tab. It displays basic analytics about the Help Chat. For example, line graphs show how much traffic the Help Chat received on specific days.

You’ll also find Total Subscribers that have accessed the Help Chat. A Subscriber is an individual user who:

  • Had a conversation in the Help Chat (whether automated or live),

  • or only clicked on the Help Chat icon without starting a conversation.

 

Need more help?

Feel free to email any questions to the JUNO support team at support@junolive.co.