Posted by mLipok
Heptagon

Messege sending to the client on the list

I have some problems with adding Device/Client to the list.
You can read about here:

https://community.teamviewer.com/t5/Ideas/New-connection-only-for-contacts-on-the-list/m-p/1039

So after checking connection list in ManagementConsole I very often adding them as:
"Unknown customer name #1"
"Unknown customer name #2"
"Unknown customer name ...."
.....

After some time, I can see that the contact is ONLINE.
I would like to know who it is and change its name to the list of contacts / devices.

So I want to send a Message to this contact.
But I'm not able to do this as I (using my TeamViewer) never connect to this ID.
You can ask who was connected to this contact ? ... Answer: One of my Employer.

Feature Request:
As we are using the same contact lists, and as we have using the same TVLicense, I want to be able to send Message to each of my client, in case if any we TVLicense user, had successuful connection before, regardles of the fact if I personaly conect to this TV Contact / ID
.

Regards,
mLipok , AutoIt MVP

Did my reply answer your question? Accept it as a solution to help others.
Find this helpful? Say thanks by clicking on the Thumbs Up button.

7 Replies
Posted by Community Manager
Community Manager

Re: Messege sending to the client on the list

Hi mLipok,

I am happy to tell you, that this is already possible.

To use this functionality, you need to work with the customized QuickSupport modules (can be generated in the Management Console). 

Please make sure, that you are using the Session code and enable the feature "Allow user to initialize chat"

TeamViewer Management Console_create QuickSupport.png

When this module runs on the customers computer, you will get a notification in your computer & contacts list (a green star).

When the case is assigned to you, you can make a remote control session or start a chat. When the case is assigned to your colleague, he can make a remote control session or start a chat.

BUT: Although the case is assigned to your colleague, you can assign the case to yourself to start a chat with the customer. (At the moment there is a display problem: After assigning the case to yourselv, you need to click one time on another contact in your computer & contacts list and after that back into the service case to see the Chat icon)

Just give it a try :-)

Best,

Highlighted
Posted by mLipok
Heptagon

Re: Messege sending to the client on the list

These PC about which I talk, have instaled TV or TV host - currently do not know.
I do not know who they are.
The only one thing I know that my employer was connecting to them, but my employer forget to add this device to the list so I do not know nothing about this devices.

I'm sure my employer was connecting to them (this connection was in connection list on Managment Console).
I'm asking why I can't start chat to them and ask who they are ? (this device is online)

 

Regards,
mLipok , AutoIt MVP

Did my reply answer your question? Accept it as a solution to help others.
Find this helpful? Say thanks by clicking on the Thumbs Up button.

1 Reply
Posted by mLipok
Heptagon

Re: Messege sending to the client on the list

Because of this problem I have placed the following idea:
https://community.teamviewer.com/t5/Ideas/New-connection-only-for-contacts-on-the-list/m-p/1039

The problem is much more deeper.
I can not make a bill/invoices for my customer, as I do not know which one it was.

 

Regards,
mLipok , AutoIt MVP

Did my reply answer your question? Accept it as a solution to help others.
Find this helpful? Say thanks by clicking on the Thumbs Up button.

Posted by mLipok
Heptagon

Re: Messege sending to the client on the list

There is also other problem:

1.
My clients have TV used from other source - I mean they have "embeded" TV in they CRM, I mean QS is instaled byt they CRM with version 9 .
So they use mostly this version.
2.
I do not like the concept of SesionCode as they are accesible only by one side.
For example me.
But if I am connected to my client and I want to add other IT service ? I mean we are very often need help from many HelpCenters from other companies.
They are also using TeamViewer we very often working toogether on the same client PC in the same time.

 


Regards,
mLipok , AutoIt MVP

Did my reply answer your question? Accept it as a solution to help others.
Find this helpful? Say thanks by clicking on the Thumbs Up button.

Posted by mLipok
Heptagon

Re: Messege sending to the client on the list

CONCLUSION:
I know actually I can chat to active TVAPP only If I was at least once connected.
The problem is that this should be possible if any of my coworkes (assigned to my CompanyAccount) was already connected to this device.

 

Regards,
mLipok , AutoIt MVP

Did my reply answer your question? Accept it as a solution to help others.
Find this helpful? Say thanks by clicking on the Thumbs Up button.

Posted by Community Manager
Community Manager

Re: Messege sending to the client on the list

Hi again,

Ja, I know what you mean. And we can add this as a Feature Request.

And: To avoid, that your employees forget to note down, what they did in the last session, I recommend to enable the comment window after each session for all your employees. This makes it easier for everybody to remember to note down what they just did in the last session (e.g. for billings)

You can do this in the Management Console -> Edit Profile

Note: A company profile is required and you need a Premium- or Corporate-license to use this feature

Show Comment Window after each session - TeamViewer Community.png

 

I hope, this is helpful.

Best,

Posted by mLipok
Heptagon

Re: Messege sending to the client on the list

 We did not understand each other.

My co-worker correctly commented on the session.
The problem was that the contact that he had to connect, gave him the ID which was not on the contact list.

After the session, the co-worker made an appropriate comment.
Comment is visible on the connection lists, in ManagmentConsole.

As a result of this, the ID was unknown (unnamed).
I changed its name giving it a temporary name.

I would like to get in touch with that particular ID / device.

I want to ask him (CHAT), about his name and office location.
How I can do this ?

btw.
I have already enabled this feature which You was showing to me.

Regards,
mLipok , AutoIt MVP

Did my reply answer your question? Accept it as a solution to help others.
Find this helpful? Say thanks by clicking on the Thumbs Up button.