Table of Contents

LiveChat Overview

Lordell Updated by Lordell

Capacity's LiveChat App allows your agents to communicate directly with users. Whenever Capacity can’t answer a particular question, LiveChat will escalate the issue to a human via our Helpdesk.

Below, we’ll discuss how to use LiveChat and the most important features available in the Console.

Getting Started...

A LiveChat can be triggered when visitors ask Capacity to speak to a representative, provide negative feedback, or when Capacity is unable to answer a visitor's question.

Capacity will collect initial information in case the agent gets disconnected, then queue up the chat for a live agent to take over.

Online/Offline

LiveChat agents can update their status in the bottom lefthand corner. Agents will only receive chats if they mark themselves as available to chat in the console.

  • Online: Toggle the "Available for live chat" button to the on/green position.
  • Offline: If an agent is unavailable for chats, toggle the "Available for live chat" button to the off/gray position.

Live Chats

The chat list is divided into two sections: My Live Chats and Unclaimed Chats. This is where you can view all active chats.

My Live Chats

A list of your ongoing chats. You can switch between them by clicking on the names of customers. We will let you know that you received a new message through in-browser notifications.

Unclaimed Chats

Any chat that has not been assigned to a live chat agent will be shown in the Unclaimed Chat area.

NOTE: Chats that have not been archived will stay in the Live Chat List until they have been archived.



Chat Window

This is where the actual conversation takes place, aka the heart and soul of our app. Agents can review the visitor's previous conversation with Capacity so there is no need for additional followup and the agent can jump right into the conversation.

Chat Details

Before Capacity passes a chat to the live agent, it will collect details about the user's question before. These details are located on the right side of the screen:

Ending the Chat

After the LiveChat agent has finished resolving the user's issue or question, they can click "End Chat" in the upper right hand corner to end the chat.



Tickets

Sometimes LiveChat agents aren't able to solve a user's issue in one conversations. In this case, the LiveChat agent is able to create a ticket right from the chat window to escalate the issue to the appropriate team members.

How to create a ticket from a chat

  1. Click the "Start a Workflow" button located in the upper right hand corner of the chat window.
  2. Choose LiveChat Ticket and fill in all required information.
  3. Click submit!

Once you have submitted your LiveChat ticket, CoPilots will be able to view the ticket in the Ticket List section of the HelpDesk.

Chat Archive

The chat archive is where previously resolved chats live. LiveChat agents, or CoPilots are able to review past chat information including: The user's chat history with Capacity, the LiveAgent and any additional information collected from the user.

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