Training Plan: Live Chat

Training Plan: Live Chat 

The information in this training plan is meant to be reviewed by your organization, and used as guidance on what should be included in your individualized training materials created by you for your users when learning how to use iCarol. Using the Knowledge Base articles linked below result in great success when teaching users about how iCarol works. You may want to use one or all of these Knowledge Base articles below to help you learn how to manage your SMS/Text Service as well as how to assume, handle, and document and submit two-way SMS/Text conversations in iCarol.

Please sign into iCarol before selecting any of the links below.

Live Chat Training Plan for Admins

1. Live Chat Messaging General Information (Updated)
2. Manage Chat Settings
   
3. Live Chat - Traditional Status Button Screen Customization
   
4. Live Chat - Help-seeker Experience Configuration (Chat Widget)
5. Messaging Status and Shifts
   
6. Enable a User for Messaging
   
7. Messaging Notifications
   
8. Create Standard Messages
   
9. What is the Pre-Chat Survey
   
10. What is the Post-Chat Survey
    
11. How to Conduct Test Chats
    
12. Training Webinar: Managing Live Chat
13. Industry Training: Changing Times- Bringing Online Emotional Support to your Crisis Intervention Service
    
14. Industry Training: Marketing Methods That Boost Your Chat/Text Engagement

Live Chat Training Plan for Standard Users/Everyone

1. How to enable Messaging Notifications
   
2. How to Assume, Handle, and Submit Live Chat Conversations
   
3. How to Conduct Test Chats
   
4. Training Webinar: Live Chat Demonstration
   

• Related Articles

• Training Webinar: Live Chat Enhancements

  In todays training you will learn: New Live Chat enhancement New Chat Widget Overview How to switch to the new widget How to configure the new widget How to test the new widget

• Training Webinars: Managing Live Chat and SMS/Text Messaging

  During this training we will discuss: Live Chat and SMS/Text Messaging similarities and differences Pre and Post Surveys Managing Messaging Settings & Standard Messages Handling Messaging Conversations Reporting on Messaging

• Training Webinar: Live Chat and SMS/Texting Demonstration (Messaging 2.0)

  During this training, participants will learn: how a help seeker starts a chat or SMS/Text conversation how a Vols-Staff person assumes a conversation how to interact with a help seeker during a conversation how to log the conversation in the contact ...

• Training Plan: SMS/Text Messaging

  Training Plan: SMS/Text Messaging The information in this training plan is meant to be reviewed by your organization, and used as guidance on what should be included in your individualized training materials created by you for your users when ...

• Live Chat Messaging General Information (Updated)

  What is Live Chat/Instant Messaging (IM)? Live Chat or Instant Messaging is a way for a help-seeker to talk with a volunteer-staff user by typing or using other input methods to enter and send text over the internet. Help-seekers may access Live Chat ...