How the Live Chats workspace is organized

Here is the list of the main terms you may encounter while working with the Live Chats workspace:

• Live chat. A tool used by operators to process requests from users made via different communication channels.
• Channel. A source of messages sent to a live chat. A channel can be:
  • Internal. Messages are sent by users in the ELMA365 interface, that is, by the company’s employees.
  • External. Messages are sent to the Live Chats workspace from instant messengers.
• Session. Created when a user sends a message to a live chat. For each session, an operator is assigned. This user communicates with the person who wrote to the live chat.
• Operators. Company employees who process requests in live chats.
• Supervisors. Employees who oversee the work of operators. They have access to all sessions, and they can assign operators to new requests.
• Internal user. A company employee who can write to a live chat from the Messages workspace in ELMA365.
• External user. A user who contacts the company in a messenger or by email.
• Reader. A company employee who can view messages in sessions using the Live Chat Messages widget placed on an app form.

How the workspace is organized

The Live Chats workspace looks as follows:

1. Response templates. In these apps, you can add pre-prepared responses to so that the operator can use them to reply to clients. The Response templates section includes the following apps:

• Articles. Entries with links to the web resources of your company (for example, to your website or reference materials).
• Templates. Ready-to-use responses to typical questions asked by users.

2. The My Desk section that includes:
   • The Sessions app where supervisors can see the list of all sessions of a live chat, and where operators can see the sessions assigned to them as well as queued sessions.
   • The Blocklist app that includes rules for locking user accounts.
3. Reports. Here you can analyze the work of your chat support center. Two categories of reports are available by default:

• Operators’ Performance. Shows individual metrics for each operator in a live chat.
• Live Chat Performance. Shows the overall efficiency and load of live chats.

4. A list of all sessions in live chats that operators and supervisors have access to. Sessions in each live chat are divided into the following groups:

• Active sessions. All sessions in a live chat. This group is only available to the live chat’s supervisors.
• Closed sessions. Sessions closed by operators.
• Queue. New sessions without an assigned operator.
• My sessions. Sessions that the current user is responsible for. Here you can see the +New session button. An operator can use it to create a new session with an external user if one of the available messengers or email is connected to the live chat.

Note that if the operator’s status is Offline, they cannot create a new session.

In the center, you can see the session page. It shows messages sent by the user and the operator’s replies. On the right, you can see information about the session.

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