Chat Guidelines

The chat app is reserved for high-visibility and high-traffic areas of the TU website and is intended as a supplement to other contact methods.

Requirements for Chat

• Chat must be staffed during normal business hours and, ideally, outside of business hours during periods of peak web traffic.
• Chat must be staffed by knowledgeable individuals who can answer or appropriately route most questions. In general, these individuals must be regular employees — not students.
• The department should demonstrate sufficient demand for chat. In cases where chat volume is low, email or webform contact methods are a better choice.
• The department should prepare an internal FAQ or script to provide responses quickly and consistently.
• The app may not be used to collect personally identifiable information (PII).

Request a Chat Instance

If you meet all of the criteria above, you can initiate a request to add chat to your site by submitting a TechHelp request. Digital Strategy will evaluate your request and, if approved, the Office of Technology Services will contact you regarding implementation and training.