Receive Notification for a new Live Chat 

• Agents receive a notification when there is a new live chat

Accept the live chat

• Once a live chat has been assigned successfully, agent needs to accept it to start the chat

Transfer a Live Chat

• Agents can also transfer the chat to another agent 

Agent A transfers the chat to Agent B:

• A notification pop-up appears on Agent A's screen

• A notification pop-up appears on Agent B's screen

Scenario 1:

• Agent B accepts the assignment request from Agent A
• A notification pop-up appears on Agent A’s screen 

Scenario 2:

• Agent B rejects the assignment request from Agent A
• A notification pop-up appears on Agent A’s screen 

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 

Transfer Chat to another Inbox

• Agents can also transfer the chat to another inbox

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. 

Use Canned Response in Live Chat

• Agents can use organizational /personal responses via canned response button 

• Users can also type /<Short-cut> in the chat box to use canned responses

Complete the Live Chat

• Agents can manually complete the live chat

View & Export Live Chat

• Users can view and export completed chats in the inbox

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. 

Internal Discussions

During the conversation with the customer, an agent can invite the other agent to discuss internal issues.

• When a new TXN is created, the Internal Discussion icon will enable the Agents, who can access the Inbox, to chat.
• When the TXN is Ended → the Internal Discussion is NO longer available to chat, but the Agent can view the message history (View only mode)
• Agents cannot tag everyone to the internal discussion.
• To start an internal discussion:
  • A new live chat TXN is created, the Internal Discussion icon will enable the Agents
  • Click on [Internal discussion] icon on the top of right sidebar
  • For internal discussion, invite other agents within your inbox

• When the TXN is ended, agent can view the message history.

• When an agent makes a call to a customer during a Live Chat or WhatsApp conversation (whether the chat is ongoing or ended), the system sends a message to Internal Discussion for both the Agent and Supervisor to see.
• It also updates the Customer Journey with call details after it ends. 
• If the agent creates a linked support ticket during the conversation, the system also posts a message about the ticket in Internal Discussion. 

Customer Journey

This section displays all of a customer’s activities from their first interaction with the inbox to the present, including both calls and chats. 

• When a new ticket is created from an existing transaction, the customer details from the original transaction will be automatically added to the new ticket.
• Each activity is accompanied by details such as the assigned agent who handled the chat, and its status, which can be "Waiting," "Assigning," "Assigned," "Transferring," "Ended," or “Failed.”
• When a user clicks on the activity of a specific chat, they can view more detailed information about that particular interaction.
• Users are navigated to the chat transaction (TXN) screen, where they can view the complete chat journey, including timestamps, interactions, and any relevant details.

Add Visitors to Blacklist

Agents can block a visitor directly from chat in unified workspace.

• This blacklist will be applied to the entire organization.
• It will only prevent future conversations from the blacklisted visitor. 
• If the visitor is blocked in an ongoing conversation, the conversation must be manually ended.

How to Block:

• Go to [My work]/[Inboxes]
• Select a chat
• Click on the 3-dots icon
• Select [Manage Contact]
• Click on the 3-dots icon of Phone number or E-mail
• Select Block
• Input the Reason to block (optional) 
  • Note: Max 250 characters allowed
• Click [Block]