Customer Portals
Customer portals are websites that provide a starting point for customer to join support sessions and connect with representatives who are logged in to HelpAlert. When created, each customer portal has its own unique URL that is specific to the account for which it was created (with the exception of the GoToAssist.Me portal).
Your customer portal type depends on the mode for which your account is configured (Web Mode, Phone Mode or Queue Mode). The portal type defines the layout, display and available text fields that are shown to customers when they view a customer portal in their web browser. Depending on its portal type, a customer portal may prompt customers to enter their contact information, explain their query, select a representative or simply click a button to connect. Each GoToAssist mode offers different portal types, all of which provide their own distinct methods of connecting customers to representatives.
In addition, all portal types can be configured to launch sessions via Web Chat once the session is initiated (instead of immediately downloading the GoToAssist Corporate Customer application). See Modes of Connection for more information about how customer support sessions are configured.
Web Mode portal types
- SmartMatch™
This Web Mode portal type enables a customers to select a specific support representative from a drop-down menu. The selected representative will then be alerted to the new query via the HelpAlert List View window.
- SmartBox™
This portal type enables a customer to type in a question which is then broadcast to all available representatives who are logged in to HelpAlert. The representatives will then be alerted to the new query via the HelpAlert List View window. The SmartBox portal type is also used for Queue Mode portals.
- SmartButton™
This Web Mode portal type enables customers to simply click the Contact Representatives button to broadcast a support request to all available representatives who are logged in to HelpAlert. The representatives will then be alerted to the new query via the HelpAlert List View window.
Phone Mode portal types
- SmartPin™
The SmartPin portal connects the customer and the representative using a unique, 9-digit session code generated in HelpAlert by the representative. Representatives can then give the code to their customer, who can enter it in the portal. There are no alerts sent with this portal type, since the representative who initiated the session automatically receives the posting.
- GoToAssist.Me
GoToAssist.Me is a standalone portal option that connects the customer and the representative using a unique, 9-digit session code generated in HelpAlert by the representative. Representatives can then give the code to their customer, who can go to https://gotoassist.me and enter it. Though similar to the SmartPin portal type, GoToAssist.Me will automatically connect customers to representatives on any portal (whereas each SmartPin portal has a unique URL that is specific to the company for which it was created). There are no alerts sent with this portal type, since the representative who initiated the session automatically receives the posting. Additionally, external specialists can use this portal to enter their 9-digit invitation code to join a support session.
Queue Mode portal types
SmartBox™
This portal type enables a customer to type in a question which is then broadcast to the next available representative who is logged in to HelpAlert. The representatives will then be alerted to the new query via the HelpAlert List View window. The SmartBox portal type is also used for Web Mode portals.
Chat-only portal types (all modes)
Web Chat
Web Chat is a portal feature that allows you to initially launch support sessions in a chat-only, web-based interface with the option to upgrade to a standard (i.e., screen sharing) support session if needed. This allows customers to participate in support sessions without downloading an .exe file, because the session initiates within the same browser window as the customer portal. This enables faster time into session and quicker problem resolution without involving firewalls or software downloads. Sessions can take place completely within the Web Chat format, or they can be escalated into full screen-sharing support sessions (in which case the customer is guided through the GoToAssist Corporate Customer download within the same Web Chat window, allowing the customer and representative to continue communicating throughout the download process).See Web Chat for more information.
