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Chats

The Livechat module enables real-time communication between end-users and agents. This module provides essential tools for managing live support interactions, including message handling, conversation routing, operator availability, and performance monitoring. This documentation outlines the operational flow and configuration options available to agents using the Livechat interface.

Getting Started​

Before you begin handling conversations, ensure your status is set to Online. You can find your current status in the top-right corner of the interface. A green indicator means you are available to receive new chat requests. If you need a break or are temporarily unavailable, switch your status to Away. While in Away mode, new chat assignments are paused, but ongoing conversations remain accessible for continued support.

Conversation queue​

To view the conversation queue, navigate to the Chats section in the menu on the left-hand side. The queue will be displayed on the left, listing all active and incoming conversations assigned to you. When a new conversation is initiated, an audible notification will play. To start the conversation, simply click on the chat in a queue. The chat window will open, displaying the full conversation history.

Fields​

On the right side under Fields, you will see the user’s profile details, including any information collected by the chatbot prior to handover. This might include the user's name, email address, and the issue type they submitted via form fields.

Text blocks​

To reply, type directly into the message input field. You can enrich your responses by using formatting options, emojis, or inserting hyperlinks. For frequently used responses such as greetings or common queries, predefined text blocks are available for quick access and consistent messaging.

Note​

Within each conversation, agents can leave internal notes that are only visible to your team. These notes are helpful for providing context, planning next steps, or documenting the situation without disclosing this information to the user.

Handover​

The handover button is located in the upper-right corner of the central panel within the chat interface. You can transfer a conversation depending on the situation and user need:

  • If the query is standard or repetitive, return the user to a chatbot flow by selecting from available options. This ensures efficient, automated handling.
  • If the case requires specific expertise, transfer the chat directly to another operator—even if their queue is currently full.
  • You can also assign the conversation to a group. All operators within the group will see the chat in their queue, and one can take over when available. Example: If a customer inquiry is related to billing, you can assign the chat to the Finance Support group.

Closing Conversations​

When a user leaves the chat, the system will notify you in the chat history. At this point, you may choose to add final notes or simply close the chat to remove it from your active queue. Inactive chats are visually de-emphasised within the interface to help you prioritise active conversations.