GoToAssist FastChat is an online connection method allowing the customer and representative to immediately communicate in a chat interface. No download is necessary. The customer simply begins typing in a web form hosted on the organization's website. Once a support request is made, representatives can instantly engage with customers to start solving their issues, resulting in faster time-to-session and faster problem resolution. FastChat can be purchased as a standalone product for specialized chat-only teams, such as customer service and sales.

Benefits:

• Starts customer chat sessions immediately in a browser window.
• Connects quickly with no customer download required.
• Accessible through multiple operating systems.
• Supports both GoToAssist and customized branded connection flows.
• Allows on-the-fly spell checking in multiple languages, URL push, and pre-scripted messages.
• Allows chat transcripts to be saved locally and downloaded via the Management Center.
• Available in all 19 language versions.

If your account is configured for FastChat, then queries will be routed to you via HelpAlert. The following features are available during your session:

• To send a chat message, click within the text field at the bottom-left of the Chat box and type your message. Click Send or press Enter on your keyboard to send the message.
• To send a private message (e.g., to another representative, but not the customer), select the recipient from the To drop-down menu before clicking Send.
• To send a pre-scripted message or URL, click the Message icon or URL icon (see Scripted Messages and URLs for more information).
• To open a web page on the customer's computer, enter a URL and click Push URL. The customer's computer will automatically open a web browser and direct it to the URL.
• To use spell check or change the font size, click the Spell Check and Font icons .

As a customer, you can easily join a FastChat session, as follows:

1. Navigate to the customer portal URL or website provided for support.
2. Fill in the required fields and click Continue.

   

3. Once a representative has accepted your query, you will be connected to a chat-only session within your same web browser window. The following features are available:
   • To send a chat message, click within the text field at the bottom-left of the Chat box and type your message. Click Send or press Enter on your keyboard to send the message.
   • To enable or disable chat sound notifications, click the Sound on/off icon .
     Note: This feature must be enabled within a representative's portal settings.
   • To close your session, click the End Session icon , then click OK to confirm.

     

Both you and the customer can view the chat log for the chat session once it has ended.

• Representatives can go to Session > Save Chat Log in the Representative Chat box to save the .txt file, or view the chat log in a session report.
  Note:

  Some representatives may not have access to the Management Center to run reports, depending on their account configuration.

  

• Customers can click the Save the chat history link that appears at the bottom of the chat log to download and save the .txt file.

  

Web-Based Session Options

HTML Chat

Web Chat