How to get started with power-ups

⚡ Quick start: a power-up is an action you run from inside a Live chat, so you can finish a task in another system without switching windows. The most common one is turning the conversation you are already having into a TOPdesk incident.

Understand what a power-up actually does

Power-ups use the same TOPdesk building blocks your chat agent uses in its automated flows. The difference is who runs them: in an automated flow the chat agent does it when the scenario reaches that step, and with a power-up you do it yourself, while you are handling the conversation.

The outcome is the same TOPdesk incident either way. Power-ups simply cover the situation where a person is already involved, so nobody has to open TOPdesk in another window and copy the conversation across by hand.

Check what you need before you start

• An active conversation. Power-ups act on the chat you are in, so take a conversation from the queue first.
• The TOPdesk integration connected to your chat agent. The power-ups list shows the actions your integrations provide, so the TOPdesk actions appear only once TOPdesk is connected.

Open the power-ups menu during a chat

It lives in the same menu you already use to transfer or leave a conversation.

1. Choose the three dots in the bottom left corner of the chat window.
2. Hover over Power-ups.
3. The actions are grouped by integration, so the TOPdesk actions sit together in their own list.

Create a TOPdesk incident from the chat

1. Open Power-ups from the three-dot menu and choose Create incident.
2. The create incident view opens, showing the fields TOPdesk needs for a new incident.
3. Check what is already filled in. Details collected earlier in the conversation are pre-populated. If the form is empty, fill in the required fields yourself.
4. Choose Submit. The power-up shows that it is running while it sends the incident to TOPdesk.
5. The incident number appears in the customer info sidebar beside the conversation. That is your confirmation that the ticket exists, and which number it got.

If no number appears, the incident was not created. Check that the details you submitted are complete, and try again.

Why the form is often filled in already

Because the caller was identified earlier in the conversation. When the chat agent looks the visitor up in TOPdesk, their profile is carried in the conversation, and the power-up reads the same information.

An identified visitor therefore gives you a form that is largely complete. An unidentified one gives you an empty form to fill in by hand.

Update an existing incident during the chat

1. Open Power-ups from the three-dot menu and choose Update incident.
2. Choose the incident you want to change, in the field at the top of the view.
3. The form fills with that incident's current information, so you edit rather than retype.
4. Make your changes and choose Submit. The incident is updated in TOPdesk.

Know where the chat transcript ends up

If the Add Transcript to Incident component sits in your End Conversation step, the ticket you created or updated gets the full conversation attached when the chat ends, either as a file or as a comment.

💡 Pro tip: if several incidents are created or updated in the same conversation, only the most recent one receives the transcript. When a chat genuinely covers two separate matters, finish and close the first conversation before opening the second ticket, so each one keeps its own history.