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Messenger

Elevate your customer support with Messenger

Revolutionize customer support with a fully-integrated live chat system with advanced functionality. Improve accessibility, streamline communication, and personalize the customer experience with Deskpro's Messenger widget.

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Direct Access

Access support directly from messenger

Deskpro's messenger feature enables live chat from any page that you embed your widget onto; making customer support easier for your customers.

It also lets your customers directly access the Help Center through your embedded widget; making problem-solving seamless.

Find out more about Chat in Deskpro

Embedded widget
Customers can view support content, start a chat or submit a ticket from any page.
Reduce tickets
Customers will be automatically directed towards Help Center content; reducing the strain on agents.
One stop shop
Customers can access your support from the messenger widget without having to access the Help Center.

Help Center

Proactive help center tool

Embed your messenger widget onto any page across your site; enabling customers to access the Help Center from any page it's embedded on.

Customers using the widget can access all of your knowledgebase content through the widget. Encouraging self-service through ticket deflection can reduce the strain on your agents and can increase the efficacy of your support platform.

Find out more about the Help Center

Customization

Add your own touch to your messenger

The messenger widget is completely customizable to fit your organization's branding; adding a personal touch to your support service. Embed your helpdesk widget in your own webpage and make your Help Center readily accessible to your customers with just a click of a button.

Brand your widget
Customize your widget in line with your brand through logos and colors.
Support with a friendly face
Include avatars of your agents to humanize the conversation.
Pre-chat forms
Required fields gather information from customers before they begin a chat.
Choose how your widget behaves
Choose if it appears as a pop up or a closed feature on the landing page.

Agent Interface

Be a problem-solving machine

Help agents work proactively to resolve issues for your customers. Preview messages to quickly gather customer information so agents can work on putting things right before the customer can even say 'ticket'.

Preview messages
See messages as they're typed so you can start working on solutions before the user hits send.
Team up on support
Agents can add each other into live chats so that other agents can help them resolve issues.
Customer profiles
When a customer is logged in agents can view their profile and ticketing history.
Quickly share content
Agents are able to quickly direct customers to content or downloads with attachments.

Automations

Keep the conversation moving with helpful automations

Deskpro's powerful automation tools enable you to pre-arrange actions that keep your helpdesk constantly operating at its best.

Snippets
Keep up with instant messenger chats by using snippets to insert a canned message which auto-fills customer information.
Never leave customers hanging
Missed chat tickets ensure agents are able to get back to a customer as soon as possible.
Agent assignment
Choose how to assign agents to chat notifications; an optional round robin, forced round robin or just on a volunteer basis.
The integrated live chat is really handy. If clients have a quick question we can reply straightaway and it works really well.
Melissa Pratt Helpdesk Supervisor
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Customer Interface

Help your customers help themselves

Make your messenger service as intuitive as possible so your customers have a positive customer support experience from start to finish.

Pre-chat fields
Customers can fill in personal details and query topics to ensure they are assigned to the correct agent or department.
Happy customer, happy helpdesk
Customers can leave feedback at the end of their chat with an agent; helping you understand what your organization is doing well and what can be improved.
Provide ongoing support
Your chat widget will automatically send a transcript of the conversation to the customer so they can always see the chat history.

Permissions

Control access to your live chat

Control who can access chat through usergroup permissions. This can be limited to customers who are logged in or customers from a particular organization.

Create agent chat permissions so only specific departments or groups of agents can receive incoming chats.

Live chat is nice because it allows our customers to ask us questions rather than just creating tickets. Combining that with our documentation, we can prevent tickets from being created in the first place.
Luke Bryant Customer Support Manager

FAQs

Frequently asked questions