Live Chat

Live Chat is a real-time communication tool that allows users to chat with support agents directly from your website or app. It improves customer support by allowing instant help, quick issue resolution, and seamless conversations.

The Live Chat section includes two main parts:

• New Chat
• Active Chat

New Chat

When a user visits your website and wants to get help, they can start a conversation with the chatbot. This chat appears in the New Chat section for support agents.

What Happens in a New Chat?

1. A user starts a chat with the bot.
2. The bot handles the initial part of the conversation.
3. If the user requests to talk to a human, or if the bot decides to escalate, the chat is moved to the New Chat queue.
4. An agent can see all incoming chats under the New Chat tab.

Example:

User: I want to check my refund status.
Bot: Sure, let me help you with that. Can I connect you to a support agent?

Now, this chat will appear in the “New Chat” tab for agents.

Accepting a Chat

Once the agent reads the previous conversation between the user and the bot, they can click “Accept Chat”. This moves the chat to the Active Chat section.

Active Chat

Once a chat is accepted, it becomes an Active Chat. This is where the agent can continue the conversation with the user and perform additional actions like transferring the chat or ending it.

Key Features of Active Chat

• Two-way Conversation: Agent and user can chat in real time.
• Chat Transfer: You can transfer the chat to another available agent.
• End Chat: Use the right-side dropdown to end the chat when the conversation is complete.
• Smart Suggestions: Based on the user’s message, the system suggests responses.

Smart Suggestions + Text Modifiers

When the user sends a message, agents see three auto-suggestions to reply quickly. Agents can also write their own message and modify it using AI-based styles like:

• Polite
• Table
• Business
• Grammar correction
• Rephrase
• Brief
• List

Example:

Agent types:
“We are still looking into your issue.”

Now, using modifiers:

• Polite: “Thank you for your patience! We’re still looking into your issue.”
• Business: “The matter is currently under investigation. We will provide updates shortly.”

This helps agents communicate professionally and efficiently.

Chat Transfer

If an agent cannot resolve the issue or needs help from another team:

• Click “Transfer Chat”.
• You’ll see a list of all available agents (only those currently online).
• Select the agent and click transfer.

The chat will now appear in the other agent’s Active Chat section.

Example:

Agent A: Can’t resolve a billing issue.
Agent A: Opens Transfer Chat → selects Agent B (Billing Specialist) → transfers the chat.

Ending a Chat

Once the conversation is complete, the agent can end the chat using the dropdown on the right side of the screen. The chat will be archived and removed from the active list.

Summary

If you’re just getting started, always check the New Chat section to see which users are waiting to be helped!