Handle a Live Chat
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Table of Contents
Receive Notification for a new Live Chat
- Agents receive a notification when there is a new live chat
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427258/w4VwsrqKrmtCvwR5qSPBWGqb3YdLnKW9L313chj7c-0zh1f3ezEcXBstk0B76DOWYh31uYT7ePaH50YJjjeHCe2BZ7LqEgN3I0uLieBh5LAflpiQwzAPx4RMucC1nYH0k7u5pBD3RUnkdC6SnznAiGzymQs204820230823-75-18hhd0.png)
Note:
- New chats cannot be assigned to the agents automatically if they are handling three or more than three active chats at one time
Accept the live chat
- Once a live chat has been assigned successfully, agent needs to accept it to start the chat
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427265/CyHRk5bgjcE4lolJSo3yB4zkGpYgOD-pmSOGxikcUq_sNkkRIlCYZC2-lWbRy-AyNjsTaC3wvocs8VT3gu0GDERHiJ4ZeMQdrVHkZ2I11ROfsYalUAcugKn8kC76iTTsbWWya3A2AYyvTb75DmCLCf0rcgs204820230823-75-1c8270p.png)
Transfer a Live Chat
- Agents can also transfer the chat to another agent
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427278/EHm7tJxeJebK32ROZhUlY-tYIDerjqCCyORMn3gjJDGdBPC6Gu_UQSmVEHwj0nD6PuvIXo3q-n88dLtiLsdgtD6WE_fUORaJQgHlIheZ6iAuJAo2AADYKmIP8CWw-fZu1RbZGv6-D_kPhnC6VL_W-pqfags204820230823-60-994g30.png)
Agent A transfers the chat to Agent B:
- A notification pop-up appears on Agent A's screen
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427294/1M6Lof_eHm2-LVVe5HYC8bbHs1MwhBWS7r_7GGOo_694wRnxPp1vJ6BTvIo3gbbK6Le57e6AzdJ2B7jGw5K26iph6kTfsRV2a5uKpwuwpsSc0ubp1HK8SRVAje_AMMvHJ60Vs8IehnwwJFOV0c-AHTmnQAs204820230823-98-1rjuw7b.png)
- A notification pop-up appears on Agent B's screen
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427299/rpIuUaIANJZAOd0pXy2UvHuZ-I-I77Wdkh8Puwl8NBVZtRhFErc5glnwVM2bsPsQx5BrNhgB07n2fdvK9sJTzMwAc-0g7dAfCy6-vb3VfrcH9pLdFnInShGqtbRD5HiA_4hH1A60VVWoy9Diio96q0cfIgs204820230823-88-1c5zkix.png)
Scenario 1:
- Agent B accepts the assignment request from Agent A
- A notification pop-up appears on Agent A’s screen
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427304/yiaM2jsfZSjhhD2GdIPdKtdDUtRhJ_7xmrlB5I3YKcD_yclIE1CjAr9b6yrIYw8wvy_hBb2MH1joh1mHOX-9KtjifKWti9TO42xa1QDuf2aViTWTfoiwPmnGMsh2uIcS7m5yd0x2nGVtievsHu6AuU-fgQs204820230823-80-6omjec20230823-80-94dcn8.png)
Scenario 2:
- Agent B rejects the assignment request from Agent A
- A notification pop-up appears on Agent A’s screen
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427684/bp2vzdCjwh1Enn5qPmQWRp3fKqpej1ZfCaSUbUQEnqfZhe-ggutq6egIy3AXbhs5LuMiXsJtWDKaOvb1x3a_MpPq6nO0XEzdPOdO0de2PICLPg5CeAiAs_BgZWtLdveMBRq14f3o-C4-q5fm9Pt3BYi09gs204820230823-98-1jydtut.png)
Scenario 3:
- Agent A transfers the chat to Agent B but Agent B does not respond to the assignment request
- The request expires and a notification pop-up appears on Agent A’s screen
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427688/fBvp7AyLrofYblzyoOMfyY7zGn9rBw-Ck2sS3Rd4O2AIJ-gX1Iajox3YDy1TgG-I5Cmzv60m59BmU9FQtSFs-ntaEggRTEy2JsS0BF7yktjx5YnTul-3-o6K__wZxjHHuQyAfLjhSG04jl24g6G2a2Y-Qws204820230823-65-txiukn.png)
Transfer Chat to another Inbox
- Agents can also transfer the chat to another inbox
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427256/hUalw9H-1pBJ-YFz-2YZ-frH77x0VN339V_1yVRM0y-Ma-_BU1rVvMXiVWp7qgpviTgI06pxjOVH1ac9Ig93qg9S8Y1f96RoK1O5FpQYwzJ--jFU3XNgdqwqQJd7pQiojO9hCq35f4Sq0CtXXZ-YBxbr5ws204820230823-53-1b4ioy8.png)
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427695/fJj4Z67U4ow5sYpFXbQZCFozMmBTDBIEniteZgVrS0mhK-kZ7uWjMXQZKEqplu-4R2kbr0UJ-Oum3leLWALz3kJ62JOsShp_M26JnVszkF8fbOsCnIB4sqyLyBnvrOaITD8TvCdg1DJa16nCfu1kE_nOygs204820230823-60-ag8rad20230823-65-1k16rr7.png)
Upload files in Live Chat
- Users can upload and send files while chatting
- The following file formats are supported by the system: 7z, avi, bmp, cfg, csv, doc, docx, gì, gz, jpg, jpeg, json, mkv, mov, mp3, mp4, pcap, pdf, pgp, png, png, psd, rar, svg, tar, tgz, tif, tiff, txt, wav, webm, wmv, xls, xlsx, xml, zip.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427718/CuOgoj0TZ3st5JjU-oaw4bSwJtYRepWIn79CJl39RpofgvVtYfDAUuz1nOrbw5j4AyHaMMNe0El0HhfuYvhsVsY7kr3sFQNhTnZ4gjT1F1pd9cegMXeRElzXNjOwvSAkeFfXA5UTsdEUCTPNUgO27s9E-gs204820230823-53-1tlduun.png)
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427720/O-ocyuejXJ6BwOGpqLetTHh_pc-f2uSgc5JPu7hTQlZh2TjPGsnrcVM7cCn0ni44gpeAAoI7GEzD81OxSqoDo3rh4Olc5fqWkThDTTIf7UF-pA6EYs9OMDN1qqLjEJfJjTJ1K_fBkbcQE7armByFkFh5sgs204820230823-75-4mrf3f.png)
Use Canned Response in Live Chat
- Agents can use organizational /personal responses via canned response button
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427723/6y_0S65iqCIaG3eXaRMT2k5DJmjli5V74sH-oaCaVGsLV0Gzmv7VDwvxcWkx-MfDny06KoWN1rgEoCSB5poFGRNk7iCMomoH-HsqQKycO-ZibRHInmQA_gmd9rJhTt2zNieyCAG4B-x0OPT6AULf-YTgcws204820230823-54-ccu75x.png)
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427724/2RLtMGK8RkO6eDBHSGAgeR6VnaJJuVN-3E79pdpXMrKfrjK1zJj5Wt7A5TucIWQW1JASBEdiTo5r_bJ0plaK4mO9OPYuh9zOKhr8ho-MuFN719sXA_E3vIb6x7WYOy03ybFtatKD3cPPLpyX-sh3HpRtVgs204820230823-92-1piqmq5.png)
- Users can also type /<Short-cut> in the chat box to use canned responses
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427727/IISgyofruiONo-y72jL7YBKpCtQatU18LUXfDfVWx6cYwIdD6d03lNrmTT6fi4eG3yaOPiDyhkYprig8bzjIzYQMmJmxyoZpoBljnoTIjkxgWtaVzir2jjyGuwcU2sHKUNrEeZLJH_pJaBOdu7N0pDh9Ogs204820230823-54-pi422i.png)
Complete the Live Chat
- Agents can manually complete the live chat
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427729/NsRgnbV1Ye_lV7mGeNcNsAcpJL8Xgso1dhhNUnhCPEZeiyuZJSlL2LDcbtCVAPTiJLftwUMeeLjPKR9ir4Ny3lzRbUegl4Dlm0F19VsrgLlPgTSb3X-MaC09XKJiU-6dXOggXzyAsTepMZgAz6VNmwDhcgs204820230823-60-ja9hbv.png)
Note:
- Assigned chats will complete automatically if there is no activity within 1 hour
- Waiting chats will complete automatically if there is no activity within 6 hours
View & Export Live Chat
- Users can view and export completed chats in the inbox
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3427730/31y7zlJcWGWIt4mcUuhG8XWC2a-jDVDS_KytRnmA-eVc_1MtCu56y8UQQ2MvoFT8r5hDeh_bkwn9YCR8Rwfg-emTU_7-kdwCjbTqHdAl9Bh_peAdninaKIcloJnC1TSAGcjdBg6rJm_OIzdNCBW-OlVgngs204820230823-98-sl4do.png)
Note:
- Owner/Admins need Contact Center add-on license to access all the inboxes in Home page
- Members of the organization can only access the inboxes assigned to them
List All Transactions by Customer
- From this option users are allowed to see all the transactions grouped by a customer in the Inbox view. It is termed as “View all transactions” in the live chat inbox.
- Upon clicking this button, user is redirected to Customer transaction view to trace back all the transactions to and from a customer.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3624523/1699555255586-Screenshot%2B2023-11-09%2Bat%2B11.40.15_PM.png)
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3624524/1699555278839-Screenshot%2B2023-11-09%2Bat%2B11.40.31_PM.png)