New Chat Widget

The biggest update to the chat service is its attachment feature. Users can now add text and image files, which may include a screenshot of an on-screen error or a photo of a broken computer, among other images. The widget supports .txt and most image file types, but the recommended format is.jpeg & .png.

With an updated design, the widget presents a comprehensive list of all the ways users can contact OIT agents. The chat service includes critical links, such as to the Atlas portal, the service desk phone number, the Tech Bar location, and OIT’s official social media pages.

Additionally, the updated chat preemptively collects relevant user information prior to connecting to a support agent. A simple form collects first and last name, Net ID, and contact info, then submits the info directly to support agents. This helps for a more streamlined service experience, where the user does not have to spend time sending their details one by one before communicating with an agent.

The chat service also allows for direct searching of the knowledge base from both the home page and the form submission page. The issue description box acts as a search engine; as users type the problem they’re facing, the box automatically searches Knowledge Bases for articles with similar keywords. This way, users may find the answer without ever working with an agent, making resolving issues quicker.

These updates will make it easier for students to get the information they need from the best possible OIT avenue in a way that is understandable and efficient.