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.
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.
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:
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.
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.