Live Chat Configuration

Prior to initiating the use of Live Chat, it's essential to go through a few straightforward steps that will enable its activation from Enterprise Manager. Therefore, in this section, you will learn how to

• Select the space where the Live Chat will be accessible.
• Activate the Live Chat feature and set the total number of agents who will be available in the Live Chat.
• Send invitations to Agents.

Follow the steps below to configure and activate the Live Chat:

1. From the Enterprise Manager, navigate to the Environments section, then choose the Environment that contains the space where you'd like to enable the live chat by selecting the Go to Environment button.

   
   

2. Select the Space of your choice by clicking on the Space Config button.

   

3. It will display the next page. Click on the Basic Information tab and select the Platform Feature Activation dropdown menu.

   Here, you can activate and/or deactivate a Space functionality, such as the Delivery Channels, Interactive Campaigns, 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.

   To activate the Live Chat, slide the toggle to the right. Then, type the total number of agents that will be included in the Live Chat and click on the Update button.

   In this example, we set 4 agents.

   

   If you want to reduce the total number of agents added to the Live Chat, and invitations have already been sent to them, you need to choose which agents you want to remove from the Active Members table by selecting the Delete button. After completing this step, you can decrease the total number of agents. Otherwise, the platform displays the next message: “Number of current agents greater than those configured for Live Chat”.

   If the invitations were sent through Enterprise Manager, you'll find the Active Members table on the Users tab. In case the invitations were sent through the Digital Engagement Platform, the Active Members table is located in the Users tab from the Preferences section.

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   NOTE

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

   

   
   

4. The next step is to send the invitations to the total agents you set from the previous step. There are two methods to add agents to the live chat: by inviting them through Enterprise Manager or the Digital Engagement Platform.

   If you opt to send the invitation to each agent through the Enterprise Manager, click on the Users tab and select the Invite User button. 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.

   Regardless of which platform the invitations are sent from, the following steps will be the same.

   

   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.

   

   
   

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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. Click on the Send button to send the invitations to the agents and select the OK button. Once selected, the invited agents will be displayed in the Pending Invitations table. Each agent who accepts the invitation will be displayed in the Active Members table.

   

   Invited agents will receive an email indicating that they were assigned as an Agent to a certain Space.

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   NOTE

   • 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.

   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.

   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.

   

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