How to access Agent Console?

Once you login to HELPNOV Application, look for an “Agent Console” icon on right corner of the top bar.  Click on that “Agent Console” icon and you should be navigated to “Agent Console” screen which is your primary screen to attend customer calls.

How to Attend Online Customer calls using Mobile / Tablet?

HELPNOV doesn’t offer any mobile app to be download from App Stores. However, HELPNOV Application is compatible to be used on your Mobiles.

Based on whether your Mobile is based on Google Android Operating System or Apple’s iOS operating system, please follow the relevant instructions below to create a “click-able” App Icon on your mobile for HELPNOV App.

For Android Mobile –

On your Android Mobile open Chrome browser and go to the HELPNOV App URL (the same URL your company has been given to access HELPNOV App URL on laptops).

On your Android device, open Chrome  .

Go to the HELPNOV App URL (the same URL your company has been given to access HELPNOV App URL on laptops).

At the top right of the Address bar, Click the 3 vertical dots menu, to open list of menu options.

Select the option “Add to home screen”.

Follow the onscreen instructions to create ‘click-able’ App Icon for HELPNOV App.

For Apple iOS Phones –

On your Apple iPhone, Open Safari browser

Open the HELPNOV App URL (the same URL your company has been given to access HELPNOV App URL on laptops).

Tap Share Button  > Add to Home Screen. You'll probably have to swipe left to see this option.

Tap Add to create ‘click-able’ App Icon for HELPNOV App.

How to toggle my status to “On Break / Off Break” so that I can enable / disable receiving online customer calls on my Agent Console? 

On your “Agent Console” top bar look for the “toggle” option.

  1. If you toggle it to ON it means you are “Off Break” and ready to receive Online Customer Calls until you toggle it back to OFF / On Break.
  2. If you toggle it to OFF it means you “On Break” and you will not receive any Online Customer Calls until you toggle it back to ON / Off Break.
How to send Screen Share Request Prompt to client / customer to view their screen?

Screen Share Icon by default will be in Disabled Mode and it will get enabled only when you are on audio / video call.

Once you are on audio / video call with a customer and notice the “Screen Share” icon is enabled, just click on that icon to send “Screen Share Request Prompt” to customer / client. If they Accept that request then you will be able to see the Screen of your customer / client in ‘Read-Only’ Mode.

How to request for Video Stream from client / customer?

If you configure the HELPNOV button with just 1-Way Video call then by default only your agent / staff video will be streamed to your customer but your agent / staff will not see Customer’s video.

SO, while being on 1-way video call with your customer, if your agent / staff want to make it 2-way video call and want to request your Customer to stream their video, then you need to enable on “Customer Video Camera” icon which results in prompting customer to Accept / Decline Video call. If Customer accepts video call, then customers’ browser will prompt to ALLOW / BLOCK their laptop camera and once the customer clicks ALLOWS, then the call will become 2-Way video call streaming your video of your customer and agent / staff to each other.

How to assign a client requested HELPNOV Appointment to one of our staff?
  1. Once you log into HELPNOV Application, click on the “HELPNOV Appointments” icon on left side Menu bar. You will be navigated to HELPNOV Appointments screen.
  2. Click on the icon shown on the top right side of the Appointment Screen which should list various statuses of Appointments.
  3. Select the “Pending” status to display list of all the Pending Appointments requested by your client.
  4. Click on the “3 vertical dot menu” shown on the last column of an appointment and select “Assign To” option and select one of your team members to whom you want to assign the appointment.
How to propose new date and time for a client requested HELPNOV Appointment?
  • Once you log into HELPNOV Application, click on the “HELPNOV Appointments” icon on left side Menu bar. You will be navigated to HELPNOV Appointments screen.
  • Click on the icon shown on the top right side of the Appointment Screen which should list various statuses of Appointments.
  • Select the “Pending” status to display list of all the Pending Appointments requested by your client.
  • Click on the “3 vertical dot menu” shown on the last column of an appointment and select “Change” option and select new Date and Time and click Submit. This will result an Appointment email being sent to Customer with new proposed date and time
How to Accept / Reject an HELPNOV Appointment assigned to me?
  • Once you log into HELPNOV Application, click on the “HELPNOV Appointments” icon on left side Menu bar. You will be navigated to HELPNOV Appointments screen.
  • Click on the icon shown on the top right side of the Appointment Screen which should list various statuses of Appointments.
  • Select the “Assigned” status to display list of all the Appointments to You.
  • Click the first icon (Tick Mark Icon) on the last column of the Assigned Appointment which you want to Accept / Reject
How to Join an HELPNOV Appointment?

Access to Appointment console slightly varies based on participants (Clients / customers and Agents / Staff)

Client: Just click on the JOIN button Appointment Confirmation email

Staff:

  • Once you log into HELPNOV Application, click on the “HELPNOV Appointments” icon on left side Menu bar. You will be navigated to HELPNOV Appointments screen.
  • Click on the icon shown on the top right side of the Appointment Screen which should list various statuses of Appointments.
  • Select the “Assigned” status to display list of all the Appointments to You.
  • Click the “JOIN” button to go to “Appointment Console” which is the primary screen to join meeting with your clients as per the pre-agreed appointment date and time.