FAQs

Can I log back on after a timeout and pick up a conversation in progress?
You can log back on after a timeout and pick up a conversation in progress. You can make yourself available with the toggle in the upper right-hand cor...
Wed, 29 Sep, 2021 at 9:44 AM
How long are the timeouts?
Live Chat Agents will "timeout" or become “unavailable” after 60 minutes of inactivity in the Ocelot Live Chat Admin. You will see your toggl...
Thu, 28 Jul, 2022 at 1:28 PM
How do I attach documents and/or images?
To attach an image or a document, click on the paperclip “insert file” icon above the text box of your conversation.  Select the file you’d like to ins...
Wed, 27 Apr, 2022 at 11:04 AM
Does Live Chat support any languages other than English?
Live Chat can only be prompted by English words and phrases at this time. Additionally, the Suggested Content Panel is driven solely by the recognition of...
Fri, 15 Apr, 2022 at 11:28 AM
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 ...
Thu, 12 May, 2022 at 9:05 AM
What will I see in the Live Chat transcripts?
What is seen in Live Chat transcripts will depend on your permissions and what happened before the conversation was sent to the Live Chat agent. If th...
Mon, 19 Sep, 2022 at 7:10 AM
Why can’t I see the Analytics or Transcripts section?
Access to the Live Chat Analytics and Transcripts sections are determined by your Admin Access level. Please have the Permissions Manager at your school r...
Mon, 6 Jun, 2022 at 7:21 AM
Can I customize the suggested content?
The suggested content is not customizable.
Fri, 30 Apr, 2021 at 7:33 AM
How can I see which agents are active?
You can see which agents are active for your department by visiting the Who's Online page.  Navigate to the Admin Console:  All Live Cha...
Fri, 15 Apr, 2022 at 11:19 AM
Why does the suggested knowledge base content not populate while the user is typing?
Suggested content (Knowledge base Answers, videos, and/or links) will not be generated in the right-side pane until the user fully submits their question/...
Mon, 18 Apr, 2022 at 9:34 AM