Using the Live Chat Widget: Get Help in Real-Time

 

 

In the fast-paced world of digital business, you often need answers immediately. To provide the fastest possible assistance, Softsasi integrates the Tawk.to Live Chat Widget across our entire platform. Whether you are on the homepage or deep inside your ERP dashboard, a humans assistant is just one click away. This guide explains how to use the live chat features to resolve issues, ask quick questions, and share project updates.

1. Locating the Chat Widget

Look for the circular chat icon in the bottom-right corner of your screen.

• Green Dot: Our team is online and ready for live interaction.
• Grey Dot: We are currently offline, but you can still leave a message, and we will get back to you via email.

2. Starting a Conversation

Click the icon to open the chat window.

1. Introduce Yourself: If you are not logged in, please provide your name and email. If you are logged in to your Softsasi Account, our agents will see your project details automatically.
2. Describe the Issue: Briefly state what you need help with (e.g., "I'm having trouble with the ClimaXplore map loading" or "How do I upgrade my ERP plan?").

3. Advanced Chat FeaturesThe Softsasi chat widget is more than just text. It includes tools to help our support team see exactly what you see.

• File Attachments: Click the "paperclip" icon to upload screenshots, PDFs, or error logs.
• Screen Sharing: In some technical cases, our agent may request a "Join Screen" link. This allows us to guide you through your dashboard settings in real-time.
• Voice Messages: If it’s too complex to type, you can record a short voice clip explaining your request.

4. The Support Workflow

 

5. Accessing Your Chat HistoryDid an agent give you a great tip last week that you’ve now forgotten?

• You can access your full conversation history by clicking the "History" tab within the chat widget.
• You can also request a "Chat Transcript" to be sent to your email for your permanent records.

6. Pro Tips for Faster Resolution

[!TIP] Don't just say "It's broken." The best way to get a fast fix is to provide context. Best Practice: "I am using Google Chrome on a Windows laptop, and the 'Payroll' button is not responding when I click it." This allows our technical agents to narrow down the cause in seconds rather than minutes.

7. When to Use Chat vs. Tickets

• Use Live Chat for: Quick questions, UI clarifications, and minor bugs.
• Use Tickets for: Billing disputes, complex custom feature requests, and sensitive security reports.

8. SummaryThe Softsasi Live Chat is your direct line to our expertise. We pride ourselves on our response times and our human-centric support. By using the widget effectively, you ensure that any technical hurdle you face is cleared within minutes, not days.
Need help now? Click the chat bubble in the corner or visit our Main Support Portal for more options.