Live Chat Configuration

Configure Live Chat for a Workspace, set the number of available agents, and invite agents to join.

You will:

• Select the Workspace where Live Chat will be available.
• Activate Live Chat and set the number of available agents.
• Invite agents to Live Chat.

Follow these steps to configure and activate Live Chat:

1. In Administration Console, go to Environments. Find the Environment that contains the Workspace where you want to enable Live Chat, then select Go to Environment.

   

2. Select Space Config for the Workspace you want to configure.

   

3. Open the Basic Information tab, then select Platform Feature Activation.

   Use this menu to activate or deactivate Workspace features, including broadcasts, automations, URL Tracking, and Live Chat.

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   NOTE

   If the Live Chat is deactivated, the users with the Agent role will be removed.

   Enable the Live Chat toggle, enter the total number of agents you want to include, and select Update.

   This example configures four agents.

   

   To reduce the number of agents after you have sent invitations, first remove agents from the Active Members table by selecting Delete. You can then lower the agent limit. Otherwise, the platform displays: Number of current agents greater than those configured for Live Chat.

   If you sent invitations through Administration Console, find Active Members on the Users tab. If you sent invitations through Communications Platform, go to Preferences > Users.

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   NOTE

   Upon selecting the Update button, the Live Chat icon will be available within the Communications Platform.

   

4. Invite up to the number of agents you set in the previous step. You can send invitations through Administration Console or Communications Platform.

   • In Administration Console, open the Users tab and select Invite User.
   • In Communications Platform, go to Preferences > Users, then select Invite User.

   Complete the remaining invitation steps the same way on either platform.

   

   In the invitation form, enter each agent's name, email, phone number, and role. Select Add More for each additional agent.

   

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   NOTE

   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.

   

   If you want to increase the number of agents, type the total number of agents that will be included in the Live Chat and click on the Update button from the Live Chat Activation toggle.

   

5. Select Send, then select OK to send the invitations. Invited agents appear in the Pending Invitations table. After an agent accepts an invitation, they appear in the Active Members table.

   

   Invited agents receive an email confirming that they were assigned the Agent role for the Workspace.

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   NOTE

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

   To complete account registration, the agent selects Complete Account Registration, enters the email address that received the invitation, and creates a password for Live Chat.

   

6. The agent selects Sign up to open the Live Chat platform.