Writing new message

Communicator allows you to communicate with customers or other operators. It is a quick and easy way to chat with others. You can also create group conversations to discuss with more contacts at once. In order to use communicator, you must have it enabled. For more information about enabling the communicator, visit the Settings page.

You can open communicator anywhere in CDESK by clicking the blue communicator panel in the bottom right corner of your screen.

Communicator in bottom right corner

Image: Communicator in bottom right corner

If you have C-Monitor client installed click by right mouse button on the C icon in taskbar and select Communicator:

Communicator window

After opening the communicator, all contacts with the list of past conversations will appear. 

Communicator window

Image: Communicator window

 

There are three types of messages in communicator:

 

Creating new simple message

To write a simple message simply click the communicator tab in the bottom right part of the page to show the full communicator window. Click the contact you want to write to to open chat window.

Choosing contact from the list

Image: Choosing contact from the list

You will see the latest messages from this chat in this window. Write your message to the text field at the bottom of the communicator window and press enter or click the Send button to send the message.

Once the message is sent, the recipient will hear a sound signalizing new message and he will see a flashing circle with number of unread messaged in the communicator tab. Clicking this tab will bring him to last open chat or contact list with flashing mail icon next to the sender of the message.

Flashing symbol of new message

Image: Flashing symbol of new message

 

Creating a group conversation

Open the communicator window and click the group chat icon in top right part of the window.

Creating new group chat

Image: Creating new group chat

Checkboxes next to each contact will appear. Click the contacts that you want to be a part of your new group chat. You can upper checkbox to select all contacts at once. Write the message and press enter to send it to all chosen recipients. A new window with this group chat will open and this conversation will be accessible for all its members from contact list. You can view all members of this chat by clicking the eye icon.

Eye symbol and a list of all members of the chosen group chat

Image: Eye symbol and a list of all members of the chosen group chat
Creating an important message

When recipient receives and important message, it is shown in the bottom of his screen instantly without the need to open communicator. It can be added from the communicator window by clicking the important message icon. You send the message to multiple contacts at once by selecting more of them from the list. 

Creating new important message

Image: Creating new important message

If you select just one contact, this message will be also shown in your chat window with the recipient. Otherwise a new group chat with this message will be created. Either way, recipient/s will receive the special notification as shown in the following picture:

Received important message shown at the bottom of the page

Image: Received important message shown at the bottom of the page

There are three types of important messages. You can choose the type by clicking the menu at the botton.

  • No answer - This is the default option, the message is shown at the bottom and no interaction is required

  • Yes/No - Special notification will contain Yes/No button. Clicking either of these buttons will automatically reply to the message

  • Text answer - There is a text field for answer in the special notification. It will be added to the chat window

Setting type of an important message

Image: Setting type of an important message

Chat window with the recipient will containt both the important message and the reply(if requested).

Important message in a chat window

Image: Important message in a chat window