Help Desk features two sections – Chat and Canned responses.
Chat is an engagement that allows you to live chat with followers (one on one chat). By default, every channels’ chat is disabled. If you want to be able to send and receive messages from your followers, you will have to enable your chat (check the Chat types section to see how).
End users can access channel chat either through your channel page or through channel chat conversations.
You will be able to send the attachments and engagements through the chat, as well as received attachments from your followers (check the Attachments and Engagements section).
Canned response is a tool which enables easier communication with end-users. Messages are pre-set which provides quick and effective responses to common questions with a simple click, depending on the topic in question.