We are pleased to announce that the Kayako Chat Gateway is graduating from private beta to all-access, public beta. The Chat Gateway allows your team to connect to your helpdesk’s live chat using their favorite instant messaging apps – including on Mac, iPad, smartphone and any Jabber-supporting IM app (like Adium, BeeJive IM, IM+ and Trillian). The Chat Gateway is a service hosted by Kayako. Rather than relying on Kayako Desktop for live chat, you can use your favorite IM app. Point it at the Chat Gateway with your own helpdesk credentials, and the Chat Gateway will handle all of the communication between your IM app and your helpdesk.
Same live chat, added flexibility
For your team, this means being able to live chat with your customers on the go and on their platform of choice. Live chat works exactly the same as it did before in terms of queuing, routing and waiting timeouts. For your customers, they notice no difference at all – they still have the same live chat experience as they always have.
Managing chats is $easy
To bring the power of Kayako’s live chat management to your IM app, the Chat Gateway supports text based $commands which you can type into chats, including:
Secure and reliable
The Chat Gateway is secure (connections between your IM app and the Chat Gateway are encrypted, and https connections are supported between the Chat Gateway and your helpdesk) and reliable: it has been privately beta tested in production by more than 50 Kayako customers.
Kayako OnDemand customers can start using the Chat Gateway right away. Kayako Download customers with an active product updates and support subscription and who are using Kayako 4.54 or later can also get started after a quick additional step to register your helpdesk with the Chat Gateway. Follow the simple steps on the Kayako Chat Gateway page and check out the full documentation.