Business process designer > BPMN processes > Graphical elements / Send Live Chat Response

Send Live Chat Response

live-chat-notofication-elementThis activity is used to send messages to clients from a live chat to a messenger within a certain session during the business process. The element is placed at the step in the process where you want to notify the client that the work has been done. For example, to inform the client that their complaint has been accepted.

If you need to send a message without binding it to an existing session, use the Send a Live Chat Message activity.


The system sends such a message automatically without involving an employee. Before proceeding with the activity configuration, make sure you have connected the live chat to a messenger.

начало внимание

Only users included in the Administrators group can configure the Send Live Chat Response settings.

конец внимание

Set up the activity


Make sure that you have added an app containing an account-type filed to the process context and that this app is bound to the line. It is necessary to set up such an app beforehand to determine the message recipient later.


On the process page, in the toolbar to the right of the modeling box, open the System Elements tab. Drag the Send Live Chat Response activity onto the diagram and place it wherever the process requires you to send a notification to the client.  

Double-click the added activity to open the settings window.


General tab



  • Name*. Enter the text to be displayed in the activity on the process diagram.


  • App*. Select the app associated with the live chat for which you want to configure notifications. The app is specified in the live chat settings in the To register messages field.


Let’s assume that the requests are saved to the Complaints app. For each complaint, a workflow process is started to notify the client about the progress of their issue. When the process is executed, a message will be sent to the client that is specified in the complaint being processed. The notification will be sent to the messenger from which the client chatted with the operator.


If there is no such app, you can create a new variable of the App type by pressing Create New Variable.


  • Message text* Enter the text to be sent to the clients. To add context variables of the current process to the text, click on the {+} icon. You can also add the DateTime() function by clicking on the f(x) icon. Read more about this in the Template syntax article.


  • Associated object. The activity stream to store the notifications is specified here.
    • Current process. Notifications will appear in the activity stream associated with the process instance.
    • Context variable. This option allows you to select a variable that stores a specific object, such as an app. The notifications will be stored in the stream associated with this object. If this variable is not filled in when the process is executed, the notifications will come to the process stream.



Error Handling tab

An error may occur when sending the notification when, for example, the system cannot determine the recipient. On the Error Handling tab, define how the system should behave in this case.


  • Retry. Select this option to resend the notification.
      • Number of retries. Specify how many times the system will try to send the notification.
      • Retry delay(sec). Specify the delay between the attempts.
  • Notification. Select this option to inform particular users about the error. You can select the current user, a group of users, an org chart item, or specify a context variable such as process initiator. Please note, that the current user is the user who has completed the task located prior to the Send Live Chat Response activity in the process diagram.
  • Interrupt. For the correct operation of the activity, you need to enable the option and then specify in the Connector field which branch the process will follow in case of an error. The connector specified in these settings will be marked with the clip0206  icon on the process diagram

Once you have completed the activity setup, click Save and publish the process.

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