Participating in a help session

Once you enter a session, information about the customer displays along the top of your screen. See Viewing the list of customers at the Web site for a description of this information. A tab containing the customer's name and a timer also appears. The timer tracks the amount of time spent in the session.

You can use several tools to communicate with customers during sessions. The table below briefly describes the tools available during sessions.

Tool Purpose Use this tool if...
Chat
Allows you to send typed messages to communicate instantly with customers.
The customer requires minimal assistance.
The customer wants to send you a hyperlink.
View Customer Page
Provides an instant "snapshot" of the customer's Web page. (You do not see any information that the customer enters on the page.)
You need a quick look at what the customer sees on the Web page.
You do not need to make changes to the information on the Web page.
Send Page
Sends a Web page to the customer's browser.
You want to show the customer a specific Web page.

Related Concepts

Related Tasks

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