Setting up Live Assistant FAQs

This section of the user guide is focused on FAQs related to setting up live assistant. To help you navigate the article we have broken it down into the following sections:

• Can I customize my virtual assistant's welcome message now that I've launched live assistant?
• How does the Inquiry Form work with live conversation first?
• Can I customize the suggested content?
• Can we use a generic admin user account that multiple staff can use?

Can I customize my virtual assistant's welcome message now that I've launched live assistant?

Your virtual assistant's welcome message can be customized to reflect whatever you'd like - including your live assistant hours or to let users know that live assistant is available. Users with Administrator-level permissions can customize the welcome message on the Look & Feel page of the admin.

For more information on customizing the welcome message, review the Navigating the Admin: Look & Feel Page article. 

How does the Inquiry Form work with live conversation first?

Using the Inquiry Form with live conversation first can easily collect information from the end-user before the live conversation begins. 

Utilizing the Inquiry Form can allow you to ask for pertinent information such as name, phone number, and email that will pull into the live assistant Active Conversation page.

For more information on the inquiry form, review the Behavior Settings: Inquiry Form article. 

Can I customize the suggested content?

The knowledge base responses can be edited (as needed) once they have been inserted into the dialog box. The content that appears within the suggested content section cannot be customized. 

Can we use a generic admin user account that multiple staff can use?

Accounts must be set up per user and with the specific user's name and email address. Accounts cannot be set up using generic user accounts.  Generic user accounts are susceptible to management issues (e.g. user access, control, and audit), possible improper permission allocation, and may create system issues if multiple users are logged in using the same account.