FAQs Archive » GoMo Chat

Q: Are there different user roles for representatives using GoMo Chat to communicate?

Yes, you can segment your employees to use the following roles, each with their own access to certain features of the platform: Representative? A representative can respond to messages within the chat queue. Location Manager? Location managers manage a specific location or department; Location managers can see reports and add representatives for that location Customer Service Manager? Customer Service Managers have access to all locations as well as the reporting for all locations. Consider them as a super administrator. They can set up new participants and representatives, but cannot answer questions in the queue, or see the queue of questions at all.

Q: What happens if I transfer a message to a different department, and no one is available to answer it?

In a case where the department the message was transferred to is unable to answer the message, the message/patient is automatically transferred back to the original user after a predetermined time of inactivity.

Q: Can I transfer a message to a different department if I am not qualified to answer the question?

Yes, you can transfer a message to a different department, location, or representative, by clicking the arrow button next to the “transfer” button. Then you can choose who you would like the message to be transferred to.

Q: Is there a way to know if the message was successfully delivered?

Yes, if you look at the participant’s history, you’ll see a little envelope that indicates confirmed delivery of the message.

Q: What if I’m out of the office. Can I respond from my phone?

You can log into the portal from any device connected to the internet – desktop PC, tablet, or mobile phone. Some features may not be available in mobile views.

Q: Do I have to use a phone to send messages to participants?

As the business or organization using GoMo Chat, you have access to a web portal to access all messages and conversation threads. You can use a mobile device or tablet to access the web portal to respond to messages and continue conversations on the go quickly, but some features may not be available for use. Participants and customers will only use a mobile device/phone to communicate with you.

Q: Can a participant initiate a secure conversation?

No, by default, a participant can only initiate a standard message or reply to the last received secure message. Once a participant has logged into the secure web portal to receive their message, any subsequent messages sent within the portal are secure.