Staff chat
Technicians, team leads, service managers and accounts chat with each other inside SmartMy, one to one or in groups, with photos and files. Nobody needs a colleague's personal number to ask where a spare part is or who covers a site tomorrow.
PLANSEvery plan
The problem it solves
- A technician sends a photo of a burnt panel to the lead's personal WhatsApp, and it leaves the company with the lead's phone.
- A new technician has to collect a dozen numbers before they can ask anything.
- Talk about a customer's job gets mixed into family groups.
- The service desk, the stores and accounts talk across three different apps.
How it works
- Click Chat in the main menu of the back office. It opens under the usual menu bar, in your light or dark theme.
- Click New, then Message someone, and choose a colleague. There is only one chat per pair of people, so an old chat opens again.
- For a team, click New, then New group, give it a name such as "North zone AC team", and tick the people.
- Type and send. Click the paperclip to add photos or files. Enter sends; Shift + Enter starts a new line.
- Use Mute for a busy group, Search to find an old message, and Leave to quit a group you no longer need.
Everything it does
Who you can message
- Every active back-office user who shares an Entity with you, including colleagues of other SmartMy products
- Customers, requesters and subcontractors' people use the portal and are never in staff chat
- A group can only hold people you may message yourself
Conversations
- One-to-one chats, groups you make and your organisation's channels
- Group name: up to 60 characters; message: up to 4,000 characters, with photos or files
- The list shows the last message, the time and the unread count
- Ticks on your own messages: one when sent, two when everyone has seen it
- New messages appear by themselves within a few seconds
Chat and the ticket
- Talk about one ticket belongs on the ticket: Log note writes an internal note the customer never sees
- Staff chat is for everything else: who covers a site, a part in the stores, a day's plan
What it does not do
- No voice or video calls and no voice notes
- No notification to a phone for chats between colleagues; the unread count shows in the chat list
- No chat inside the SmartMy Desk app
Who uses it
TechnicianAsks the lead or the stores a quick question and sends a photo from site.
Team leadRuns a group for the team and answers technicians.
Service managerTalks to every lead in one place.
AccountsAsks the desk about a ticket to bill or a missing approval.
Where you use it
- Web: Chat in the back office's main menu, in place of Discuss; on a phone browser the address ending in /chat opens the same screen
- Not in the SmartMy Desk app: chat is on the web only; the app has the ticket's messages and internal notes
- Not with customers: customers write on their ticket, by email, on the portal or over WhatsApp (Scale)
Questions
Can technicians chat from the app?
Not from the SmartMy Desk app. A technician with a back-office login opens the address ending in /chat in the phone's browser and gets the same chat.Can customers chat with us here?
No. Customers write on their ticket: by replying to the email, on the portal, in the app, or over WhatsApp on Scale.Can subcontractors join our chat?
No. A subcontractor's people use their own job pages and add notes on the job, which your team reads on the ticket.Does it notify my phone?
No. Unread messages are counted in the chat list.Related features
WORKING A TICKETPublic replies and internal notesEach ticket has one conversation with the customer and, beside it, internal notes only your team sees. When the customer answers a ticket that waits on them, it goes back to work by itself.PHONE APPThe technician appYour technicians work their tickets on the phone. They get a queue with the time left on each target, the ticket with directions and a call button, and the timer. They wait, resume and solve with the customer's closing code or signature.PRIVACY, AUDIT, PLATFORMSeveral entities in one accountRun the service firms of your group, such as an AMC company and a trading arm, in one SmartMy Desk account. Each Entity keeps its own tickets, contracts, settings and books, and one team can work the tickets of several of them.ACROSS SMARTMY DESKNotificationsCustomers hear when a ticket is received, a visit is planned, the technician is on the way and the job is solved. Your team hears what needs them. Email and the in-app inbox work with no set-up; WhatsApp and SMS use your message credits.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.