Live Chat lets administrators communicate directly with end users on a Mac, regardless of who's logged in — no need to track down the right person or their contact info first.
Overview
When a chat session closes, its transcript is emailed to the administrator who started it, and optionally to a shared support address.
Prerequisites
- To use a custom icon for Self Service (MacManage) and the Self Service helper app, configure a Self Service item for your policy.
- The device must be online.
- A user must be logged in to that device.
How to Start a Chat with an End User
Addigy provides two ways to start a chat:
From the Devices Page
Navigate to the Devices page and click the arrow icon next to a device to expand its available actions, then click Start Chat.
From the Device's GoLive Page
From a device's GoLive page, select Start Chat.
End-User Experience
When an administrator starts a chat in Addigy, the Self Service helper application automatically launches on the device and indicates a new message. Chats can only be started or closed from within Addigy — not from the device itself.
How to Email Chat Transcripts to Your Support Address
- In Account Settings, add a Support Email to your account.
- Toggle on Email chat session to support. If this is left off, only the administrator who started the chat receives the transcript.
Frequently Asked Questions
Can an end user start or close a chat themselves?
No. Chats can only be initiated or closed from within Addigy.
Who gets the chat transcript by default?
Only the administrator who started the chat, unless you've added a Support Email and toggled on "Email chat session to support" in Account Settings.
Do I need Self Service configured to use Live Chat?
Only if you want a custom icon for the Self Service helper app. Otherwise, all you need is an online device with a user logged in.