Using the Web Chat: Two-way Communication

Note: The Web Chat feature is a web-based application, not a downloadable mobile app. Both you and your customers access the chat interface directly through a standard web browser (such as Chrome, Safari, or Edge) on a mobile phone or computer. No installation is required.
The Web Chat feature provides a direct, real-time communication channel between your garage and your customers. It allows you to generate personalised chat links, streamlining support and improving customer engagement.

How to Enable the Web Chat Feature

To enable the web chat feature:
    In the top right corner, select the search icon, enter Garagelink Setup and select the related link.
    Scroll to the Web Chat FastTab and set the Chat Enabled slider to On.
    From the action bar, select Test Setup to verify that the setup is OK.
    Click OK to save and close.

How to Manually Generate a Customer Chat Link

The first way to use webchat is to manually send a direct chat link to a specific customer via email or SMS.
    From the Role Centre, under the Chat section, select Get Chat Link.
    In the Customer No. field, select the customer. The Name and E-Mail fields will populate automatically.
    Click the Get Link action.
    The chat URL is now copied to your clipboard. A notification will confirm this.
    You can now paste this link into any communication with the customer.
    To access all active customer conversations, from Role Centre, click on Open Chat under the Chat section.
    This will open the web chat login link in your browser, where you can manage all active customer conversations.

Adding Chat Links in Customer Notifications

You can automatically add a chat link to customer emails (like booking confirmations) using the field tags.
    In the top right corner, select the search icon, enter Customer Notifications and select the related link.
    Open the Booking Confirmation notification you wish to edit (or create a new one).
    Ensure the Enabled slider is disabled (you cannot edit settings while the notification is active).
    In the Email Text or SMS Text field, type the [ChatURL] tag exactly where you want the link to appear.
  • Example: "If you have any questions about your booking, click here to chat with us: [ChatURL]."
    Enable the SMS and/or Email, then the Booking Confirmation in the General FastTab.
    When a customer notification is sent, the system will find the [ChatURL] tag and replace it with a unique, personalised chat link for that customer.

How to Archive a Completed Chat

Once a conversation is finished, you should archive it to keep your active chat list clean.
    Inside the active chat window, click the three-dots menu (⋮) in the top-right corner.
    Select Archive Chat from the menu that appears.
This removes the conversation from your main inbox. The archived chat will appear again when the customer sends you a new message.

Globe with Meridians English (UK, IE, IM and IZ). To find documentation in other regions where Garage Hive operates, click  here.