FAQs

What words or phrases prompt Live Chat?
When the following words or phrases are sent by the end-user while using the chatbot, the live chat feature will be prompted.  Words: Live agent Cu...
Fri, 15 Apr, 2022 at 11:23 AM
Can I log off another Live Chat agent?
On the Who’s Online page, agents with administrative-level access can log out any individual Live Chat agents OR can log off the entire department with th...
Fri, 15 Apr, 2022 at 11:02 AM
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...
Fri, 30 Apr, 2021 at 7:35 AM
What videos will display in the Live Chat suggested content pane?
When you are engaging in a Live Chat session, you will notice suggested content on the right side pane including these content types:  Knowledge base - ...
Wed, 6 Oct, 2021 at 9:27 AM
Should I use a specific browser with Live Chat?
In general you may engage in Live Chat using any browser including Chrome, Firefox, Safari or Edge; however, Chrome is the preferred browser for Live C...
Fri, 18 Jun, 2021 at 2:59 PM
How many Live Chat agent seats do I have available?
The number of licensed Live chat agents able to use the live chat feature can be tracked in the client admin on the Contract Quotas page which is avail...
Fri, 15 Apr, 2022 at 11:16 AM
Is there a character limit for Live Chat agent responses?
When responding to an end user (e.g. a student) a character limit of 1000 characters exists. If you exceed the character limit, you will not be able to...
Tue, 20 Jul, 2021 at 3:46 PM
How do I create a new Live Chat canned response?
To create a new Canned Response in Live Chat, go to Client Admin > Live Chat > Canned Responses and click the green plus button in the lower righ...
Fri, 2 Dec, 2022 at 9:59 AM
Will the student be notified if I set my agent status to "Away"?
Best Practice At the end of your shift as a Live Chat agent, it is best to set your status to "Away" 15-30 minutes prior to your shift ending s...
Wed, 18 Jan, 2023 at 7:05 PM
Can I set myself available in Live Chat for one office if I have access to multiple offices?
An Agent can select to set themselves to “Available” within an individual office instead of site-wide: Similarly, agents can set themselves t...
Fri, 15 Apr, 2022 at 11:09 AM