HELP FILE

Use Case Management

    Case Management allows agents to assign and address cases (i.e., chat sessions) submitted by customers via their chat portal. This allows customers to reach out to agents and proactively initiate live chat sessions or send support requests, while Case Management allows agents to view, manage, and address cases submitted by customers, including the ability to host integrated screen sharing sessions during live chats. Using this feature to engage and support customers, agents can direct customers to their chat portals hosted by GoToAssist, or even embed their chat portal address on their organization's website.

    Note: At this time, this feature is only enabled for account holders with an assigned customer chat portal.

    About Case Management

    Agents who are enabled to use the Case Management feature are assigned to an account that consistently used a customer chat portal (i.e., previously known as "Customer-Initiated Support") before their account was migrated to the unified web platform. The customer chat portal address for these users is the same portal address that has always been used in their account. In a future release, administrators will be able to set up a new customer chat portal or modify their account's portal address.

    The availability status is not configurable at this time, meaning agents can access the Case Management dashboard to view all cases and assign themselves cases at any time.

    Access your Case Management Dashboard

    If Case Management is enabled within your account, you can access your Case Management dashboard as follows:

    1. Log in to http://up.gotoassist.com.
    2. In the top navigation, click the Cases tab.

    1. On your Cases tab, you can view the lists for Unassigned, My Cases, or All Cases in the Cases pane.

    View and manage cases

    The Case Management dashboard is divided into the following panes:

    • When a customer submits a case (i.e., chat session) via your customer portal, the case is immediately displayed in the Cases pane with an unassigned status, and a sound notification (ding!) will ring out. Additionally, a visual notification (i.e., red dot) will appear if you are not currently on the Unassigned list view.

      You can click the columns at the top of the pane to change your view to Unassigned, My Cases, or All Cases. When you click the Unassigned list view column, the visual notification will disappear as the unassigned case has now been seen by an agent. Cases display a brief overview of details, and are displayed chronologically, with the most recently submitted case listed at the top of each column. Upon clicking on a case, you can access the Case Details pane to view more information.

    The Cases pane consists of the following information:

    (a) Unassigned Cases - Cases that have not yet been assigned to an agent.

    (b) My Cases - Cases that have been assigned to you with a status that has not yet been set to Resolved.

    (c) All Cases - All cases that have been submitted by customers via the customer chat portal, regardless of their status or assigned agent.

    (d) Type of case and wait time - There are two types of cases, and the times that correspond with their type:

    • Live Chat - This case type indicates the customer is still live in the chat session, and the time listed is the amount of time they have spent waiting thus far (if unassigned) or the total amount of time spent in the chat (if assigned).

    • Support Request - This case type indicates the customer has decided to stop waiting and submit their question via an online Support Request. The time listed combines both the amount of time spent waiting and the amount of time since they decided to submit a support request.

    (e) Problem Description - A preview of the initial message(s) submitted by the customer in their live chat session, or the question submitted via Support Request.

    (f) Customer - First and last name submitted by the customer in the customer chat portal.

    (g) Portal - The customer chat portal web address.

    (h) Case ID - The number assigned to the case, generated by GoToAssist.

    • When a case is selected from the Cases pane, the Case Details pane displays information about the customer, the Case ID, the problem they have stated, and the current status of the case. From here, you can assign the case to yourself or modify the case status.

    The Case Details pane consists of the following information:

    (a) Case Information - The Case ID, day of the week, time, and date the case was created, and the case status & assigned agent, if assigned.

    (b) Customer Information - The first & last name and email address of the customer, as well as the assigned customer chat portal.

    (c) Problem description - Messages submitted by the customer while they are/were in a live chat session.

    (d) Status - There are 3 case statuses, as follows:

    • Assigned - This case is assigned to an agent.
    • Resolved - This case has been closed by an agent.
    • Unassigned - This case has not yet been assigned to an agent.

    (e) Status action - Depending on the status of the case, the status action button will display the following options:

    • Assign to me - When the status is unassigned, you can assign it to yourself.
    • Resolve case - When the status is assigned, you can resolve the case when finished.
    • Re-open case - When the status is resolved, you can re-open the case if needed.
    • When the customer has submitted a chat request, their messages will display in this pane. To view the customer's Device Information, click the Device Info icon . To Leave the session (for live chat sessions only), click the Leave Chat icon .
      • If the customer is actively in the chat session, this pane will display as a Live Chat, and the agent can assign the case to themselves and actively chat with the customer.

    • If the customer has stopped waiting for an agent, this pane will display as a Support Request, and the agent will need to assign the case to themselves and contact the customer via email to follow-up with their request.

    Assign, address, and resolve Live Chat or Support Request cases

    Note: Chat logs do not expire if they are saved locally by the customer at the end of the session.

    Fielding Live Chat cases

    If the customer is actively participating in a live chat, the Cases pane will indicate the case type as "live chat" in red text. Agents can assign live chat cases to themselves as follows:

    1. Click the Unassigned or All Cases column.
    2. Locate the case and click on it to view populate the Case Details pane.
    3. Click Assign to me in the bottom navigation, or click the Status drop-down menu and select Assigned.

    1. Once the case is assigned to you, it will move from Unassigned to the My Cases view column in the Cases pane, as well as continue to be displayed in the All Cases column. Additionally, your customer will see the same notification indicating you have joined the chat session.

    1. To start a screen sharing session during your live chat with a customer, click the Request Screen Sharing icon in the top navigation of the Live Chat pane.

    1. The GoToAssist agent desktop application will begin launching on the agent side.

    1. A screen sharing request will be sent to your customer automatically, and they must click Share my screen on the customer side to join the support session.

    1. The GoToAssist Customer application will launch on the customer side and prompt them to join the screen sharing support session.

    1. When your customer clicks Yes on the Approve Session dialog, they have successfully joined your session.

    1. When you have finished resolving your customer's issue, you can click the Leave Chat icon in the top navigation of the Live Chat pane, or wait for your customer to end the chat session on their side. Additionally, if you had started a screen sharing support session, you or the customer must end the screen sharing support session separately. Once the chat session has ended, you can choose to delete the case.
    2. The case status will remain open and assigned to you until you change the status to Resolved from the Status drop-down menu, or click Resolve case.
    3. Once the case has been resolved, it will be moved to the All Cases column in the Cases pane.

    Fielding Support Request cases

    If the customer has chosen to stop waiting for an agent to be assigned to their case, the Cases pane will indicate the case type as "support request" in gray text. Since the customer is no longer in a live chat, the agent will need to follow-up with the customer via email. Agents can assign support request cases to themselves as follows:

    1. Click the Unassigned or All Cases column.
    2. Locate the case and click on it to view populate the Case Details pane.
    3. Click Assign to me in the bottom navigation, or click the Status drop-down menu and select Assigned.

    1. Once the case is assigned to you, it will move from Unassigned to the My Cases view column in the Cases pane. Additionally, the case will continue to be displayed in the All Cases column.

    1. Since the customer has already ended the chat session, you can follow-up with them via email by obtaining their email address from the Case Details pane. Optionally, you can choose to delete the case.
    2. Once you have resolved your customer's issue, you can change the status accordingly, where it will be moved to the All Cases view.

    Delete a case (admins only)

    If you are an admin for your account, you have the ability to delete a case and all of its related details once the chat session has ended for a Live Chat or Support Request. To do so, click Delete case in the top navigation of the Case Details pane, then click Delete Case on the confirmation prompt to permanently delete all case information related to the customer, including their first name, last name, and email address, as well as the associated chat log.

    If the chat session escalated to a screen sharing session, the associated session recording can be deleted by an admin. Learn more.

    Customer view of chat portal

    Agents can direct customers to their general chat portal address if they have not embedded the customer chat portal within their own environment. Once directed to the agent's general chat portal, customers can fill in their first name, last name, and email address to chat live with an agent, or send in a support request.

    Customer Live Chat

    When a customer visits the customer chat portal and actively stays in a session with an agent, the interaction is called a Live Chat. To interact with an agent via Live Chat, customers can do the following:

    1. Visit the agent's chat portal address.
    2. Enter your first name, last name, and email address.
    3. Click Chat.

    1. Once the live chat has begun, you can submit your question. When your live chat is assigned to an agent, you will be notified that an agent has joined your session.

    1. If the agent sends a screen sharing request, you can click Share my screen to accept.

    1. Once you accept, the GoToAssist Customer desktop application will launch and prompt you to click Yes to join the screen sharing session.

    1. When you have finished with your chat session, you can click End Chat in the top navigation. Click Yes to confirm. Additionally, if you joined the agent's screen sharing support session, you or the agent will need to end the screen sharing session separately.

    1. When the live chat has ended, you can click Download chat protocol to save the chat lot locally to your computer.

    Customer Support Request

    When a customer visits the customer chat portal and has decided to stop waiting for an agent to be assigned to their chat session, they can submit their question as a Support Request. Once an agent is assigned to their Support Request, they will follow-up with the customer via email. To submit a Support Request, customers can do the following:

    1. Visit the agent's chat portal address.
    2. Enter your first name, last name, and email address.
    3. Click Chat.

    1. Once the live chat has begun, you can submit your question. If you decide to stop waiting for an agent, click here within the waiting message.

    1. When redirected, you can enter your question and click Send.

    1. When you have submitted your question, and confirmation message will appear, and an agent will follow-up with you via email once the case has been assigned.

    Article last updated: 27 September, 2022