This article will explain the new Support/Help widget enhancements.
Widget Greeting and Sending to an Agent
CivicPlus is excited to announce a new experience with your in-product support/help widget. When you start a conversation you will be greeted with options dependent on trends and what is happening within your product. You are able to begin searching for your question and if you need to go directly to an Agent, you can type "Agent" at any time. The agent will have access to your entire history so you don't have to worry about repeating yourself.
This enhancement went live on August 12, 2022.
After Sending it to an Agent
Once you send a request to our Technical Support team, as soon as someone is available you will get a message on your widget, or if you are no longer on your site, you will get an email that a message has been sent and is waiting for you. You will be able to access your messages through the widget while you are actively chatting with the agent, through email, or through your customer request portal.
We are continuously going to be enhancing this feature as we gather more real-time data. If you have any feedback you would like to share, please submit your feedback using the Contact Support form, and in the subject field type "New Widget Feedback."