Kartra

Support your customers in real time using Live Chat.

Live chat allows you and your team to connect with customers instantly, helping you answer questions, resolve issues, and improve the overall support experience.

Live chat is included with Kartra Professional, and Enterprise plans. Review or change your subscription in your account <a href="https://app.kartra.com/billing" rel="nofollow noopener noreferrer" target="_blank">Billing</a>.

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To make live chat available, you’ll need to enable it in your helpdesk settings.

Go to <a href="https://app.kartra.com/helpdesks/all-helpdesks" rel="nofollow noopener noreferrer" target="_blank">Helpdesks &gt; All helpdesks</a>

- Edit the Support channels module
- Select Live chat
- Modify your tag line
- Click Activate channel

1. Go to <a href="https://app.kartra.com/helpdesks/all-helpdesks" rel="nofollow noopener noreferrer" target="_blank">Helpdesks &gt; All helpdesks</a>
2. In the Departmentstab:
 - Edit the Support channels module
 - Select Live chat
 - Modify your tag line
 - Click Activate channel
3. Then Save

Chat becomes available as soon as at least one team member is online.

Open the <a href="https://app.kartra.com/helpdesks/live-chats/" rel="nofollow noopener noreferrer" target="_blank">Live chat dashboard</a>

Live chat dashboard showing agent availability

Toggle on the department(s) you’ll be available for

1. Open the <a href="https://app.kartra.com/helpdesks/live-chats/" rel="nofollow noopener noreferrer" target="_blank">Live chat dashboard</a>
2. Click your avatar 
 Live chat dashboard showing agent availability
3. Select a helpdesk
4. Toggle on the department(s) you’ll be available for
 Live chat status editor

If no agents are online, the chat will appear offline to your customers.

If at least one agent is online means that chat is available for the helpdesk(s) and department(s) they enabled.

- If no agents are online, the chat will appear offline to your customers.
- If at least one agent is online means that chat is available for the helpdesk(s) and department(s) they enabled.

Kartra includes a chat management panel that helps you stay organized and keep track of conversations.

Active chats → conversations currently in progress

Missed chats → when a customer reaches out and no agents are available

Ended chats→ completed chats that can no longer be viewed inside Kartra

- Important: download the conversation if you need to keep a record

- Active chats → conversations currently in progress
- Missed chats → when a customer reaches out and no agents are available
- Ended chats→ completed chats that can no longer be viewed inside Kartra
 - Important: download the conversation if you need to keep a record

To help you find specific conversations faster, you can filter chats by:

- Customer
- Helpdesk
- Department
- Assigned agent
- Rating

Kartra provides tools to help your team respond faster and maintain a consistent tone.

<a href="https://app.kartra.com/helpdesks/live-chats/canned-responses" rel="nofollow noopener noreferrer" target="_blank">Canned responses</a> are prewritten replies you can use during chats.

- Save time on common questions
- Keep answers consistent across your team
- Reduce typing during busy periods

<a href="https://app.kartra.com/helpdesks/live-chats/introductions" rel="nofollow noopener noreferrer" target="_blank">Introductions</a> are automatic greetings sent when an agent joins a chat.

Set up introductions for each team member to:

- Greet customers instantly
- Set expectations for the conversation

Offer your customers live assistance

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Offer your customers live assistance

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Enable chat for your helpdesk

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Manage your chats

Improve response speed and consistency

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