Help Center
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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.
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
Let us have a closer look at each of them.
Chat window with the client Here you can:
- View the account of the client with whom you are chatting. To do this, click the
button. - Increase or decrease the chat window with the client. To do this, click the
button. - 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. - View the trade interface from the client's side. To do this click the
button. - 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. - 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. - Select which chat to write to - client chat (chat with client) or manager chat (chat with other manager).
In chat window with the client about the order you can:
- View the account of the client with whom you are chatting. To do this, click the
button. - Increase or decrease the chat window with the client. To do this, click the
button. - 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. - View the trade interface from the client's side. To do this click the
button. - 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. - Select which chat to write to - client chat (chat with client) or manager chat (chat with other manager).(чат с другим менеджером).
- View the parameters of the order that is linked to the chat. The following information is available for the order:
| Name | Description |
|---|---|
| Order ID | order number |
| Instrument or symbol | name of the instrument |
| Type | order type (e.g. market/limit) |
| Side | side of the order ( e.g., buy/sell) |
| Time in force | time of order life (e.g., I.O.C./G.T.C.) |
| Order QTY | order volume |
| Order price | order price |
| Stop price | order stop price |
| Status | order status (e.g. executed or canceled) |
- 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 window with managers you can:
- 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. - 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.