HELP FILE

Common Terms

teams and subteams Teams and subteams are groups made up of 1+ representatives, which enables account- and team-level managers to group representatives into nested teams for centralized administration and management. Teams may be configured to accept queries from 1 or more sub-portals, as designated by the account- or team-level manager. Representatives may only be assigned to 1 team at a time, but they may be moved from 1 team to another by managers.
representatives Representatives are the individuals who are assigned to receive, respond to and support customers and can be added and managed by account- and team-level managers (if enabled by account-level manager). They are assigned a HelpAlert login that allows them to receive queries from and support customers using those portals/subportals to which they have been granted access by a manager.
managers The Managers page allows account-level managers to create team-level managers who can log in to the Management Center to view and manage those teams to which they are assigned (team managers may be assigned to manage more than one team, but they may not create other team managers). The team manager may be enabled to set a number of team-level and representative-level rights.
portals and subportals Customer portals are websites that provide a starting point for customer to join support sessions and connect with representatives who are logged in to HelpAlert. When created, each customer portal has its own unique URL that is specific to the account for which it was created (with the exception of the GoToAssist.Me portal).
The portal type defines the layout, display and available text fields that are shown to customers when they view a customer portal in their web browser. Depending on its portal type, a customer portal may prompt customers to enter their contact information, explain their query, select a representative or simply click a button to connect. Each GoToAssist mode offers different portal types, all of which provide their own distinct methods of connecting customers.
mode of connection The mode of connection is the method by which customers and representatives initiate a session. There are 3 available modes of connection, as follows:
  • Phone Mode – The most common GoToAssist Corporate configuration, this connection is most often utilized when the representative is already in a phone conversation with the customer. Customers can only initiate Phone Mode after they have received an activation PIN from their representative.
  • Web Mode – This connection can be initiated by a customer via a portal any time a representative is logged in to HelpAlert. There are 3 ways to configure this connection:
    • SmartButton enables customers to click a single button to request support without any additional input. The request is distributed to all representatives who are logged in to HelpAlert.
    • SmartBox enables customers to type in a support question plus details for up to 8 customizable fields. The request is distributed to all representatives who are logged in to HelpAlert.
    • SmartMatch enables customers to select a specific support representative from a drop-down list. The session is sent only to the representative selected from the list. Representatives are visible on the list only when they are logged in to HelpAlert.
  • Queue Mode – This connection is implemented in organizations that have a large number of representatives available for customer-support queries. Queue Mode uses the SmartBox portal configuration, which enables customers to type in a support question plus details for up to 8 customizable fields. The customer query is distributed in “round-robin” style to the next available representative. Additional queries are held in the queue until a representative becomes available.
chat options Chat allows representatives and customers to communicate with each other during Web Mode and Queue Mode sessions. There are 3 available types of chat, as follows: 
  • FastChat™ – This chat method enables customers to submit a question online that launches a web-based chat session using Adobe® Flash® Player inside their browser.
  • HTML Chat– This chat method enables customers to submit a question online that launches a web-based chat session using HTML (i.e., instead of Adobe® Flash® Player) inside their browser, and is supported on most mobile devices.
  • Web Chat – This chat method enables customers to submit a question online that launches a web-based chat session inside their browser, which can then be escalated into a full GoToAssist Corporate support session with screen sharing, file transfer and remote diagnostics.
  • Download Chat – This chat method enables a customer to submit a question online that launches directly into a full GoToAssist Corporate support session (i.e., skipping the Web Chat session) with screen sharing, file transfer and remote diagnostics.
functions Functions are the various software components (e.g., file transfer, reboot/reconnect and screen sharing) of GoToAssist Corporate can be made available to or restricted from use by representatives on a per-representative, per-team or per-portal basis.
queries A query is the support request or posting submitted by a customer.
tiered access Tiered access is a feature of the Management Center that allows account-level managers to create team-level managers who can log in to the Management Center to view and manage those teams specifically assigned to them. Representatives can also be granted access to the Management Center, with the ability to view only their session data.