Introduction to Live Chat
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Live Chat, part of the Firefox Support community, is an interactive way to help users solve problems and learn about Firefox. The diverse community of Firefox Support contributors consists of people from all over the world with a wide variety of experiences. If you enjoy helping others and using Firefox, Live Chat may be for you. See Helping with Live Chat for a guide on getting started.
Table of Contents
Mechanics of Live Chat
Live Chat makes use of the open source Spark client to handle chat requests from users. Once you are signed into Spark, you can start helping with chat sessions.
Accepting a chat
Global canned responses consist of common instructions and knowledge base links. Many questions can be answered by simply pointing a user to the correct knowledge base link. The responses are organized into categories:
- Troubleshooting: Instructions and knowledge base links for performing common troubleshooting steps
- Common issues: Knowledge base resources for the most common issues are kept here so everyone can get to them quickly
- Using Firefox: Knowledge base links to help people use Firefox features
- Resources: Commonly used resources that don't fit into another category are kept here, such as about:config
- Following up: Instructions for users to follow up after ending the chat session
- Administration: Links to chat rules and templates for ending a chat due to abuse.
- RRRT: Temporary information for new issues under investigation.
- Tags: Shortcuts for adding chat tags (see below) to the current chat.
- Common instructions: Instructions that are referenced frequently while troubleshooting. (Obtaining a screenshot on different operating systems, accessing Task Manager/Activity Monitor, etc)
Everyone has the ability to tag chats while answering them using the /tag command. Tags help organize chats and can help in finding a transcript later. Some common tags are listed below. To add the 'crash' tag to the current chat, just type /tag crash.
- qa (This is an issue that Mozilla QA should investigate)
- crash (issues where Firefox crashes - Troubleshoot, prevent and get help fixing crashes)
- print (problems with printing)
- wontstart (issues where Firefox won't start - find solutions)
- addon (problem with an add-on)
- firewall (problem relating to a firewall)
- website (problem relating to a specific website)
- flash (issues involving Adobe Flash)
- solved (user solved the problem))
- followup (user will come back later or post to the forum)
- userleft (user left before solving the problem)
Some of our most active contributors become Room Monitors and are able to watch chats without joining them. Room Monitors are here to help - they are great people to ask if you need a second opinion on how to handle a chat. Room Monitors also keep track of which issues are most common and help other contributors find answers to questions.
We're glad to have you as a member of the Firefox Support community! Don't hesitate to ask us questions in Contributors to learn more about helping and the issues that users face. We also maintain several resources to consult as a guide to effectively help users.
- Live Chat basic support handbook covers the basics of giving support and finding answers to questions.
- Live Chat troubleshooting guide covers common troubleshooting techniques. If you're not sure what a clean install is or what Firefox's Troubleshoot Firefox issues using Safe Mode can be used for, this guide is for you!
- Live Chat canned responses list canned responses available to helpers giving support through Live Chat.