Helping with Live Chat

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Live Chat is the most interactive way to help with the Firefox Support Community. Live Chat contributors are able to assist Firefox users follow documentation and troubleshoot new issues that are encountered.

Whether you are a Firefox expert or a beginning user, you can help the Live Chat community. Most solutions to questions asked in Live Chat can already be found in the knowledge base, so anyone can get started helping users find answers or walk through solutions. As you become more familiar with how to troubleshoot Firefox, you can start to take more advanced questions and walk users through troubleshooting techniques.

How to get started

Download Spark
Live Chat helpers need the open source Spark instant messenger client. The Spark client, available on Windows, Mac, and Linux, allows contributors to accept chats from a queue and use advanced features like canned responses. See Installing and Configuring Spark for a detailed guide on setting up the Spark client.

Get Started - Once you have Spark, it's easy to get started helping.

  • Create a Live Chat account if you haven't already.
  • When you have an account, just open Spark and log in. The server to log into is chat-support.mozilla.com
  • Once you're in the Contributors chat room, you can start helping by receiving chat invites.
    • Tip: Type sumobot status to check the current status.

Important details

  • Make sure to read the rules for users and volunteers.
  • You will start out in a special workgroup called Trainees, where other helpers will invite you to participate in their chats. Make sure to ask in the Contributors chat room when you're ready for another chat!
  • Supporting users is a team effort - Live Chat contributors use Contributors to share tips and advice, so it is important that everyone join. Spark will automatically join Contributors when you connect, and you can rejoin it if necessaray.

If you have questions about getting started with Live Chat, you can ask in the #sumo channel on irc.mozilla.org.


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