Once your agency has been using Procentive for 6 months after completing implementation, Live Chat is a feature offered to ticket upgraders at your agency giving them the ability to ask questions that can be quickly and easily answered in a few minutes.
What kinds of questions are appropriate for Chat?
Appropriate questions for Chat are questions that can be quickly answered.
Some examples would be:
- "Why can't I see my client's documents?"
- "How do I display inactive staff?"
- "Where is the "Medical Tab" in the Clients module?"
How do I start a Chat?
Once you have permission to Chat with a Procentive Care Team Specialist, during Chat hours, they will see the Chat icon in the bottom right corner of their window.
NOTE: If you see this paper airplane icon , this means that chat is not currently open. If you click on it, you will see our Chat hours.
Once you click the Chat icon, the Chat window will open. Fill in the 4 required fields.
|1||Full Name||Enter your name as it appears in your agency's database.|
|2||Company||Enter the name of your agency as it appears in Procentive.|
|3||Your Question||Provide a quick synopsis of your question.|
|4||Have you checked Knowledge Hub for the answer to your question?||Select Yes or No.|
|5||START CHAT||To connect to a Procentive Care Team Representative, click START CHAT.|
I started a Chat, now what?
Now you will get a response from one of our amazing Procentive Care Team Specialists!
|A||This is an auto-generated comment to let you know that your question has been submitted & a Procentive Care Team Specialist will be with you very soon.|
|B||Once a Procentive Care Team Specialist has received your question & begun to answer your chat, you will see that specialist's name & 3 bouncing dots letting you know that help is on the way.|
|C||The initial response from the specialist will replace the auto-generated comment.|
|D||To respond to the specialist, enter your comment in the box & click the arrow.|
|E||Once your question has been answered & the chat is finished, you can close the chat by clicking the X in the top right corner of the Chat Box.|
Click here to watch a Live Chat Demonstration Video.
If you have the ability to send tickets to Procentive & you would like to be able to utilize Live Chat, please send Procentive a ticket requesting this permission.