Support chat

The Support chat allows system administrator to see all active and archived chats with clients, as well as chats between broker's managers. Chats with clients are designed for you to provide timely assistance to clients who have problems or questions. Manager-to-manager chats are designed to enable your brokerage managers to conveniently communicate with each other in a unified environment.

Please note! The chat is divided into two windows: the left one is for communicating with the client, and the right one is for communicating with other broker employees. Conversations in the right window will not be accessible to the client.

The Floating chat button opens a chat window that will remain on the screen when navigating to other sections of the platform.

The View button allows the administrator to view the client terminal as it appears to the client using this trading account.

The Add members button allows other administrators to join the chat.

The chats are searchable in order to quickly find the information you need by keyword or phrase. To search, start typing text into the search bar.

The support chat is divided into 3 tabs:

• Client - chats with clients on any issues;
• Order - chats with clients with questions on specific orders;
• Internal - chats between managers;
• Option early exercise - chats created as a result of a client request to expiry an option on demand.

Chat window with the client allows to:

1. View the account of the client with whom you are chatting. To do this, click the button.
2. Increase or decrease the chat window with the client. To do this, click the button.
3. Add a smaller chat window to the bottom right corner of the screen to simultaneously work in the terminal and monitor the support chats. To do this click the button.
4. View the trade interface from the client's side. To do this click the button.
5. Add a participant to the chat (e.g. another manager). To do this, click the button , select a chat participant by checking the box next to his/her name and click the button. You can add more than one participant.
6. Add an order to the chat. To do this, click the button, select an order from the list and click the button. After adding an order to the chat the chat will move from the "Client" section to the "Order" section.
7. Select which chat to write to - client chat (chat with client) or manager chat (chat with other manager).

In the Order chat it is possible to:

1. View the account of the client with whom you are chatting. To do this, click the button.
2. Increase or decrease the chat window with the client. To do this, click the button.
3. Add a smaller chat window to the bottom right corner of the screen to simultaneously work in the terminal and monitor the support chats. To do this click the button.
4. View the trade interface from the client's side. To do this click the button.
5. Add a participant to the chat (e.g. another manager). To do this, click the button, select a chat participant by checking the box next to his/her name and click the button. You can add more than one participant.
6. Select which chat to write to - client chat (chat with client) or manager chat (chat with other manager).(чат с другим менеджером).
7. View the parameters of the order that is linked to the chat. The following information is available for the order:

8. Detach the order from the chat. To do this, click the button. When the order is detached from the chat, the chat will move from the "Order" section to the "Client" section.

In the Internal chat chat it is possible to:

1. Add a reduced chat window to the bottom right corner of the screen for simultaneous operation in the terminal and support chat control. To do this, click the button.
2. Add a participant to the chat (e.g. another manager). To do this, click the button, select a chat participant by checking the box next to his/her name and click the button. You can add more than one participant.

The Option early excersise window allows you to chat about a client's request to expiry an option on demand. The expiration functionality is available in the Summary ➝ Positions tab.