Setting Up and Using Live Chat

The Live Chat feature allows users to transition from automated responses to live assistance, enhancing customer support for complex inquiries. Here’s how to enable, configure, and manage Live Chat.

1. Navigate to Settings: In your ChatNode account, go to the 'Settings' tab on top menu to access live chat settings.
2. Turn on Live Chat: Toggle Live Chat to ON. Once enabled, users are directed to a live agent when certain conditions are met.

These triggers ensure efficient use of live assistance, keeping responses automated unless personal help is needed.

3. Enabling the Live Chat Button

• Enable Button Option: Activate the Live Chat Button within the chat interface for users to initiate a live conversation.
• Functionality: When users click this button, the chat switches to "human mode," connecting them with a live agent.
  
  

  

4. Managing Live Chat in Real-Time

• Red Chat Icons: A red icon appears next to the bot and specific chats when live assistance is requested, helping you easily identify active conversations needing attention.
  
  
  
  

  

• Filtering Chats: To focus on live chat interactions that require agent input, use the filter option. Click the "All" dropdown and select "Agent" to view only these conversations.
  
  

5. Exit Live Chat Mode on Webpage

• To exit Live Chat mode, simply click the refresh button on your webpage.
  
  

End-User Experience

The end-user experience remains seamless. Users initiate the Live Chat request, and if an agent joins, they communicate directly without changes in the interface.

This setup ensures a smooth, efficient live chat experience for both support teams and users.