Live Chat
Engage with customers in real-time and deliver exceptional support experiences
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
A summary of the session for each and every chat is logged in the Resolve tab of the Live Chat dashboard.
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First Steps with Queued Chats
Due to the availability of agents, users have to join a queue and wait to be attended to.
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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
The Invite Agent button allows a current agent to invite another agent to an opened chat.
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Escalate Chat to another Department
The Escalate Chat button allows agents to invite other agents of a different department to assist the user better.
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First Steps with Monitoring Chats
The Monitor tab shows all Virtual Assistant and Live Agent chats
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Search Chats by Keywords or Time Period
For when agents would like to search and refer to past chats but can only recall the keywords of a message
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Filter by Chat Tags or Chat Source
For when agents would like to search and refer to past chats already organized by chat tags
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Downloading Live Chat History
Agents or administrators can review and analyse chats offline by downloading the live chat history.
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Agent Status
Like any online chat platform, agents will need to change their statuses while handling incoming live chats.
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Changing Agent Display Name
Agent display names can be changed to reflect any aliases your agents are using for convenience.
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