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Configure Live Chat

Live Chat enables human agents to provide real-time assistance when needed:

Queue Setup​

  1. Navigate to the Live Chat settings
  2. Create queues for different support categories
  3. Configure chat assignment rules based on conditions
  4. Set queue weightings and priorities

queue_setup

Agent Assignment​

  1. Assign agents and supervisors to appropriate queues
  2. Configure agent capacities (concurrent chat limits)
  3. Set up agent availability schedules
  4. Create unavailability reason codes

agent_assignment

Chat Experience​

  1. Configure chat window appearance
  2. Set up canned responses for common questions
  3. Define chat timeouts and handling rules
  4. Configure post-chat surveys and feedback collection

chat_experience

Escalation Paths​

  1. Set up bot-to-live-chat escalation triggers
  2. Configure routing rules for escalated conversations
  3. Define handoff protocols and information transfer
  4. Create agent notifications for incoming escalations

escalation_path