Social Intents live chat pilot for IST Service Desk – April 5

Friday, March 26, 2021

What is happening? The IST Service Desk will be piloting Social Intents as a replacement for the existing service desk live chat tool.

Why is this happening? The end-of-life date for the existing live chat tool, PHP Live, is August 1, 2021. More information about migrating from PHP Live to Social Intents will be provided to PHP Live users once the pilot is complete.

When  is  this  happening? The IST Service Desk will be piloting Social Intents from April 5, 2021 to April 30, 2021.

What will change for users? On April 5, links to the IST Service Desk live chat on the IST website will be redirected to go to the Social Intents chat widget.

  • Users who contact the IST Service Desk via live chat will see a different chat interface.

  • Users will be prompted to provide their name, email, and a description of their issue before being connected to a live chat agent.

To learn more about Social Intents, visit the IST Knowledge Base.
 

Questions or concerns? Please contact Matt Harford, mharford@uwaterloo.ca.

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