Live Chat
Deliver exceptional real-time support experiences by engaging with customers through live chat on KeyReply's knowledge base.
First Steps with Resolving Chats
For when a conversation is wrapped up and no further action is required by the user, resolve the chat to trigger the user feedback form.
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Session History
Track and review all chat sessions easily with the session history feature in KeyReply's Live Chat dashboard Resolve tab. Stay organized and efficient.
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First Steps with Queued Chats
Join a queue for expert assistance with queued chats. Get help from agents promptly. Your first steps to efficient support.
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Starting and Leaving a Live Chat
This section addresses how an agent can begin the live chat conversation, and how the agent can leave the chat before it is resolved.
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Tagging Live Chats
Live chats can be organized by adding tags to each conversation. This is helpful in particular while reviewing chat logs
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Invite another Agent
Empower your team collaboration with KeyReply's Invite Agent feature. Easily invite another agent to join live chats for seamless customer support.
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Escalate Chat to another Department
Empower your agents with the Escalate Chat feature to seamlessly involve different departments for enhanced user assistance.
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First Steps with Monitoring Chats
Discover how to effectively monitor chats with KeyReply's Virtual Assistant and Live Agent tools. Get started with our step-by-step guide today!
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Search Chats by Keywords or Time Period
Effortlessly search and reference past chats by keywords or time period with KeyReply's intuitive tool. Find what you need quickly and efficiently.
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Filter by Chat Tags or Chat Source
Effortlessly search and refer to past chats organized by chat tags with KeyReply's intuitive filtering feature. Boost your efficiency today!
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Downloading Live Chat History
Download live chat history for offline review and analysis. Agents and admins can access past chats easily. Improve customer service now!
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Agent Status
Optimize agent efficiency in live chats with status updates. Enhance your online chat platform interactions with seamless agent status changes.
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Appearing Online/Offline
Empower your agents with control over their online presence. Manage appearing status easily for a seamless user experience.
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Changing Agent Display Name
Learn how to change agent display names to better suit your team's preferences and aliases for enhanced convenience and personalization.
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