Understanding the Live Chat Window Layout

The Live Chat Window has 4 major sections:

Visitors

The Visitors module is the home base of your Live Desk operations where you will see all the end user details. There are four views: Chat, History, Visitors and Feedback.

Chats View
The Chats View displays all active chats with the end users. For more details, click here.

Visitors View
The Visitors View displays the number of live end users that you are currently conversing with. For more details, click here

History View
With the History View, you can see archives of conversations. For details, click here.

Feedback View
The Feedback View lets you see how your chat support operation is performing through the eyes of those they are supporting.For details click here.

Reports

The Live Chat feature comes with comprehensive readymade reports that provide detailed insight on your live chat support operations. You can track and review departmental and agent performance and also get an overall picture of your operations. For more details refer here.

Canned Messages

Canned Messages, to allow you to pre-program common responses, solutions, links, etc. so you can save both you and your users valuable time. Instead of continually typing out the same steps, instructions or links to help your users handle common issues, build an organized repository of the answers you need, and with them always right at your fingertips you are a few clicks away from deploying the perfect solution without all the typing. You can refer to more details in the documentation available here.

Chat Configurations

Portal Settings
You can change the Portal Settings to suit your business needs. For detailed help on how to do this, you can refer to the documentation here.

Block IPs
You can blacklist specific IPs to prevent visitors from contacting your agents. For detailed help on how to do this, you can refer to the documentation here.

Web Embed
You can embed your Live Chat in your company’s portal. To do that, follow the steps given here.

Monitor Chats
To ensure your live support chat operation continually runs smoothly, we engineered the ability to monitor chats through your LiveDesk. To monitor your agents’ chats please follow the steps given here.