User Guide

Live Chat: Getting Started
Congratulations on utilizing the Live Chat platform! Follow this checklist and guide to ensure a smooth and effective process. You’ll be chatting with you...
Wed, 22 Jun, 2022 at 10:05 AM
How do I get started as a live chat agent?
Check out this short video for tips and tricks on getting started as a live chat agent! 
Tue, 5 Oct, 2021 at 12:42 PM
Navigating the Active Conversations Dashboard
Navigating the Active Conversations Dashboard Open the Navigation Pane Click Live Chat When you are Away The dashboard is divided into...
Mon, 23 May, 2022 at 8:01 PM
Making Yourself Available
Making Yourself Available Upon logging in, users are offline by default and therefore not available to chat.  The small bubble on your avatar/init...
Tue, 6 Sep, 2022 at 12:55 PM
Set Live Chat Agents available by office
Allow Live Chat availability to be set per-office The Live Chat -> Who’s Online page now allows a user or administrator to control the availability of...
Fri, 15 Apr, 2022 at 2:39 PM
Customizing the "Live Chat First" setting on the Chatbot
When setting up your chatbot, users with the Administrator role will have the option for chatbot participants to engage first with either 1] the bot or...
Wed, 5 Oct, 2022 at 9:57 AM
Using the Chat Queue and Assignment Management Pane
Using the Chat Queue and Assignment Management Pane This left-hand pane represents all active chats and is divided into three sections: Assigned to Me...
Thu, 28 Jul, 2022 at 11:43 AM
Using the Individual Chats Pane
Using the Individual Chats Pane Clicking on any conversation in the Chat Queue will open that conversation up on the Individual Chats Pane. ...
Fri, 30 Apr, 2021 at 7:38 AM
Using Canned Responses
You can quickly access and insert commonly used questions and answers that don’t exist in their content library using canned responses for Live Chat. You ...
Fri, 2 Dec, 2022 at 10:02 AM
Using the Suggested Content Pane
Using the Suggested Content Pane Suggested content (Knowledgebase Answers, videos, and/or links) will be generated in the right-side pane based on th...
Fri, 30 Apr, 2021 at 7:39 AM