Live Chat
The Live Chat feature allows you and your support team to handle real-time conversations with users. While the AI Chatbot can handle many queries automatically, Live Chat gives your human agents full control to step in whenever needed — offering personal, accurate, and fast help to customers.
This section includes tools for managing current chats, tracking stats, monitoring agents, and reviewing completed sessions.
Why Live Chat Is Important
Even the smartest chatbot can’t handle every situation. Live Chat lets you:
- Step in when a chatbot gets stuck
- Solve urgent or sensitive issues personally
- Build trust with your users through real-time communication
- Monitor performance and response quality of your support team
Live Chat Section
Active Chat
This shows a list of all ongoing chats between users and agents.
- You can join, monitor, or take over a conversation from another agent if needed.
- Great for supervisors and team leads to ensure quality responses.
New Chat
The New Chat tab displays conversations that were started by users and initially handled by the chatbot. These chats appear here when the user needs help beyond the bot’s response.
What you can do:
- View the entire conversation between the user and the bot.
- Understand the context of the chat before jumping in.
- Click Accept to take over the chat.
Once accepted, the conversation moves to the Active Chat tab.
Stats Section
The Stats panel is split into multiple parts:
Chats
Shows total chats, average response times, and chat duration. Helpful for measuring how fast and efficient your support team is.
Agent
See how each agent is performing — including chat count, resolution rate, and average time spent per user.
Customers
Understand user behavior — such as who is chatting the most, repeat users, and satisfaction trends.
Insights
High-level overview of your live chat performance. Use it to identify strengths, weaknesses, and opportunities to improve.
Completed Chats
This section displays all the chats that have ended — whether by the user, agent, or due to inactivity.
- You can review transcripts, check feedback, and flag conversations for training purposes.
Example: After ending a support chat, a manager might review:
“Did the agent follow the protocol? Was the user happy with the outcome?”
Agent Management
Manage your team members here.
- Add or remove live agents
- Assign roles (e.g., Super Admin, Super Agent, Agent, Live Chat Analysts, Chat bot Analysts)
- Monitor login status and activity
Live View
Live View gives you a real-time dashboard of all active chats and agent availability.
- See who is chatting with whom
- Track wait times and unanswered chats
- Ensure no user is left waiting
Summary
| Section | Purpose |
|---|---|
| Active Chat | Monitor and take part in ongoing user-agent chats |
| New Chat | Start a conversation with a user manually |
| Stats | View performance metrics for chats, agents, and users |
| Completed Chats | Review chat history and outcomes |
| Agent Management | Control access, roles, and agent activity |
| Live View | Real-time monitoring of chat operations |
Use the Live Chat section to keep your support human, fast, and effective — and combine it with the chatbot to provide the best experience for your users.