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

Can I customize my chatbot’s welcome message now that I've launched live chat?

Your chatbot's welcome message can be customized to reflect whatever you'd like - including your live chat hours or to let users know that live chat 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 chat first?

Using the Inquiry Form with live chat first can easily collect information from the end-user before the live chat 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 chat 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. What content 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.