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How to enable Live Chat

How to turn on Chat

Two things are required to go online on chat:

  1. Go online in Zendesk Chat
  2. Turn on the POWr Chat Controls

1. Going online in Zendesk Chat

Go to https://powr-support.zendesk.com/zendeskchat/start and change your status to Online.

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2. Chat Controls

POWr admins can control where chat appears via https://www.powr.io/chat_controls

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When you're online, you should at the very least have hi-pri turned on. If several agents are on or it's not very busy on chat, turn on medium-pri, too. 

Enabling low-pri pretty much opens the floodgates and any user will see chat on any POWr page. Only check this one if several agents are online on chat and you feel like you can handle the volume. 

With none of the chat controls turned on, chat will not appear to anyone.

Going offline

  1. Go offline in Zendesk.
  2. If you're the only agent who's online, also turn off all chat controls.

 

Chat Controls Definitions

Here's what the different chat controls mean:

Chat Control Name

Chat Badge appears for...

Proactive chat pops up for...

**subscription-change **

 

  • Anyone viewing "My Subscriptions > Change > Contact Support"

paying-shopify&bigcommerce

  • Paying user whose platform is BigCommerce or Shopify.

 

all-shopify&bigcommerce

  • All users whose platform is BigCommerce or Shopify, including free users

 

churn-stopper

LEGACY; DO NOT USE

pro

LEGACY; DO NOT USE

hi-pri 

  • Logged in users created within last 7 days

  • Users where platform is not Wix, WordPress, or Blogger

  • Anyone clicking on an Upgrade button in a POWr pricing table

  • Anyone browsing a pricing page for more than 20 seconds

  • Anyone staying in the Billing section on https://www.powr.io/users/me/account for more than 5 seconds

medium-pri

  • Logged in users created within the last 7 days (including Wix, WordPress, and Blogger users)
  • Logged out users browsing powr.io

 

low-pri

  • Everyone

 

*Chat controls live in the app/controllers/application_controller.rb file in superpowr/powr.