Initial Setup

Prior to initiating the use of Live Chat, it's essential to go through a few straightforward prerequisites and conditions to ensure proper setup and configuration as per the following guidelines:

  1. Live Chat Module Activation: Initially, you must contact the support team to activate the Live Chat module.

    The support team will inquire whether you prefer to setup of at least one bidirectional (MT/MO) SMS or WhatsApp sender for your space or opt to use an existing bidirectional sender in case your space has one. They will also ask how many agents you want to add to the Live Chat to handle the conversations effectively.

  2. Send Invitations to Agents: Send invitations to the live chat agents via email who will assist the customers.

  3. Live Chat Connection & User Engagement: Once the above conditions are satisfied, you have two distinct options for directing users to a live chat agent:

    • Chatbot Campaign Configuration: You can configure an interactive Chatbot-type campaign that automatically redirects users to a Live Chat agent. This method utilizes the previously enabled sender, streamlining communication as it all occurs through the same channel and sender, without requiring any additional configuration.
    • Direct Live Chat Connection: Alternatively, you can go to the Channel Management section and designate the enabled sender exclusively for Live Chat. This setup allows end users to connect directly with a live chat agent, bypassing the need for a chatbot configuration.

These steps ensure a seamless integration of the Live Chat feature, enhancing user experience and improving response efficiency within your service platform.

Activate Live Chat feature

The first step is to contact our support team to enable the Live Chat feature from the digital engagement platform.

To proceed, please provide us the name of the space where you want to activate the live chat feature and specify the total number of agents who will be available in the Live Chat.



To know the details and conditions to follow about the channels available for Live Chat, please refer to the Live Chat Access Conditions and User Engagement section.

After enabling live chat, you can access it via the following URL:

Only Admins will have the Live Chat feature located on the digital participation platform enabled.

Provisioning a Sender

The Live Chat platform is designed to facilitate seamless communication through two supported delivery channels: SMS and WhatsApp. This dual-channel capability ensures that users can choose their preferred method of interaction, whether it's the ubiquitous text messaging service or the globally popular WhatsApp.

When configuring senders on Digital engagement Platform, users are presented with two distinct options: they can either request a new sender or opt to use an existing sender.



Consider the following key points when requesting or using an existing sender:

  • The senders are accessible (usable) for interactive and messaging campaigns; they are not designated for exclusive use with a specific campaign or the live chat feature.
  • The communication between the end user, the chatbot, and the agent occurs through the same chosen channel and sender.

Request New Sender

When setting up an SMS and WhatsApp channel, it's essential to formally request a bidirectional sender from the support team.

It is imperative that the SMS and WhatsApp senders be bidirectional, supporting both Mobile Terminated (MT) and Mobile Originated (MO) messages. This functionality allows messages to be sent to (MT) and received from (MO) the end user, enabling a seamless two-way communication flow.

  • For SMS, a "sender" refers to the source address of the message. This can be a phone number, shortcode (from 1 to 6 digits), longcode (from 7 digits on) that appears on the recipient's device as the source of the message.
  • A โ€œsenderโ€ for WhatsApp, refers to the specific phone number used to send and receive messages via WhatsApp. It acts acts as the official communication conduit between the business and its customers on WhatsApp,

Therefore, the support team will assist in the setup process, ensuring that the sender is fully integrated and operational for live chat functions.

After you have requested a sender through the support team and satisfied all the configuration requirements sucessfully, it will be integrated into the Digital Engagement Platform. To view and manage this sender, simply navigate to the Channel Management section of the platform. Here, you will find tools to monitor and adjust each sender's settings as needed, ensuring that your communication strategies are effectively implemented and maintained.

Use Existing Sender

When the space has an existing sender of the SMS or WhatsApp type added, active, and it is bidirectional (MT/MO), that sender will be reflected on the space of the Digital Engagement Platform and in the Live Chat feature.

If you have requested to enable the live chat feature and already possess or requested an active SMS o WhatsApp sender, you can choose to set up a chatbot that guides the end user to a live chat agent, or you can opt for the sender to directly connect users to a live chat agent without the need to implement a chatbot.

Both options offer distinct advantages, and the choice between them should be based on the specific needs of your business, the expected volume of interactions, and the complexity of user inquiries. By carefully selecting the right configuration for your bidirectional sender.

Send Invitation to Agents

After enabling the Live Chat feature, the second step is to send invitations to the agents who will assist the customers.

There are two methods for adding agents to live chat: either by supplying the support team with information for each agent (such as name, email address, and phone number) or by sending the invitation to the agents from the Digital Engagement Platform.

If you opt to send the invitation to each agent through the Digital Engagement Platform, go to the Preferences section. Then click on the Users tab and select the Invite User button.

Once selected, an invitation form will be displayed. Here type the personal information (Name, Email, Phone Number, Role) of each agent you want to invite to the Live Chat.

For each agent you are going to invite, select the Add More button.



Please note that you can send the invitation to a specific number of agents, as requested by the total agents you specified to add to the Live Chat in the previous step. If you want to increase the number of agents, please contact the support team.



For each agent you want to include and send the invitation , select the Agent option, from the Role dropdown menu. Additionally, a counter will be displayed on the right side, indicating the total number of available agents remaining to send the invitation. That is, for each agent added, the counter will decrease.

When you finish adding the agents, you won't be able to add more. Unless you request the support team to add an increased number of agents to the live chat.

Click on the Send button to send the invitations to the agents. Each agent who accepts the invitation will be displayed in the Active Members table.

In both Invitation Agent methods, the agents will receive an email notification indicating that they were assigned as an Agent to a certain Space.

The agent selects the Complete Account Registration button and must enter the email to which the invitation was sent and set a password for accessing the live chat.

Finally, the Agent clicks on the Sign up button and will be redirected to the Live Chat platform.

Upon activation of the Live Chat feature, the support team will provide you the URL โ€œโ€ for direct access to the live chat. As admin, copy and paste the URL to your browser. Then, enter the email and password you use to log in to the space to access the Live Chat.

Furthermore, the Live Chat feature icon will be enabled on the Digital Engagement Platform.



  • Only the admin can access the Live Chat and the Digital Engagement Platform simultaneously.
  • Agents cannot access the Digital Engagement Platform, only Live Chat.
  • The admin can use the same credentials (email and password) of the space to log in to the Live Chat.

Live Chat Connection & User Engagement

To better comprehend the live chat functionality and its setup once activated, it's important to consider the following key points before getting started.

  1. There are just two ways for an end user to reach a live chat agent:

  • Creating and configuring a chatbot campaign that redirects the end user to the agent.

    To know how to setting up a chatbot campaign and integrating it with the Live Chat, please refer to the Integrate Chatbot with Live Chat section.

  • Enable the exclusive use of bidirectional SMS or WhatsApp type senders for Live Chat, permitting the end user to directly engage with the agent without the need to set up a chatbot beforehand. Therefore, every incoming message will be redirected to the live chat.

    For guidance on activating the Live Chat option to use a sender type exclusively for live chat, please refer to the Live Chat Connection section.

  1. The channels are set up at the platform level, meaning that during the configuration of a space, you specify to the support team the types of channels you desire to include. These channels will be accessible for all interactive and messaging campaigns; they are not designated for exclusive use with a specific campaign or the live chat feature.

    Live Chat supports only two channels: SMS and WhatsApp. Each channel must enable bidirectional (MT/MO) communication.

    For instance, when configuring a chatbot-type campaign, within the Delivery Channels section, you have the option to choose the channel type (SMS or WhatsApp) and the sender through which the end user will communicate with the chatbot and the agent of the live chat. Meaning that the communication between the end user, the chatbot, and the agent occurs through the same chosen channel and sender.

  2. It is no available to trigger a live chat directly through keywords. The sole method to initiate a live chat via keywords involves setting up a chatbot-type campaign first. Within the "Delivery Channels" section, you can input keywords that trigger the chatbot. Following this, in the "Interactions" section during the chatbot flow configuration, you can specify a keyword that redirects the user to the live chat agent.

Example setup for Live Chat

In the upcoming diagrams, as an example, we will demonstrate the necessary steps to correctly set up the live chat. This will include a bidirectional WhatsApp sender that is assigned to the space, serving as the communication link between the end user, the chatbot, and the agent.

In this example, the admin will request to the support team activate the Live Chat feature in the "Orders" space. The admin will specify them the use of the existing bidirectional WhatsApp sender "5500112233" located in the "Orders" space, and request the addition of only 10 agents to the Live Chat:

Step 1: Request Live Chat Activation

  • The process begins with the administrator requesting the support team to activate the Live Chat feature for a specific space, labeled as โ€œOrdersโ€ in this example.

Step 2: Decide on the Sender Configuration

  • Upon receiving the request, the support team will inquire whether the administrator prefers to set up a new SMS or WhatsApp sender or continue using an existing bidirectional WhatsApp sender. The existing sender in this example is identified by Sender ID: 5500112233, which is already active in the "Orders" space.

Step 3: Specify Agent Details

  • The admin confirms to the support team, the intention to use the existing sender and requests the addition of 10 agents to the Live Chat system. The admin will need to provide the names, email addresses, and phone numbers of the agents to be added.

    The support team will process the addition of the agents and send them invitations to join the Live Chat. Additionally, they will provide a link to the admin for accessing the Live Chat by log in using the same credentials that are used for accessing the designated space.

Step 4: Agent Onboarding

  • Agents will receive an invitation via email, containing a link to the Live Chat platform. In that link each agent will configure their credentials to access to the Live Chat.

Once the above conditions are satisfied, the following diagram will show the two different ways an admin can choose for directing users to a live chat agent:

  • By setting up a chatbot that redirects to a Live Chat agent.

    In this example, communication between the end user, chatbot, and agent will occur via WhatsApp with the sender ID โ€œ5500112233โ€. This is because there was no request for a new sender, hence the existing sender from the โ€œOrdersโ€ space will be used. To trigger the chatbot, the keyword โ€œHelp Packageโ€ has been defined.

  • Directly connect the end user to an agent without the preliminary setup of a chatbot.

    In this example, the WhatsApp sender ID โ€œ5500112233โ€ is exclusively chosen for Live Chat purposes within the Channel management section.