When someone sends a message to a live chat, all operators of this live chat are notified, and a counter of new request appears in the bottom left corner of the page.
- The red counter on the workspace icon shows the number of unread messages in sessions assigned to the operator or supervisor with the operator’s rights.
- The counters at the bottom of the page show the total number of new unassigned sessions in the live chats that the employee is responsible for.
is shown only to operators.
is available to supervisors.
- The number next to the session name indicates the number of unread messages in that session.
- The New icon is placed next to each unassigned session in the general list of sessions.
Session page
To start working on a new session, an operator clicks the blue counter in the bottom left corner of the page. The session page opens. The session will be automatically assigned to the current operator.
The operator can also select a session from the Queue group, go to the chat page, and click the Start Work button on the top panel.
Note that operators in the Offline status can only view sessions. To reply to a message or change a session’s parameters, an operator has to change their status to Online. Read more in the Operator status article.
The session page is divided into three parts:
The left menu features Response Templates directories, the Sessions and Blocklist apps, the Report page, and all sessions available to the user. The sessions are grouped. Read more in How the How the Live Chats workspace is organized..
In the center of the page, the dialog window between the operator and the customer is displayed.
In the sidebar on the right, you can view session information.
In the dialog window, the operator corresponds with the user. If the user has contacted from a messenger, the messenger icon will be displayed to the right of their messages.
The operator can quote any message from the session in the response by clicking it with the right mouse button and selecting this action. However, quoting is not available if the customer used ViberBot.
By hovering the mouse over a file attached to a message, the operator can do the following:
- Download the file to their PC by clicking
. - Save a copy of the file in the selected folder in the Files workspace by clicking
. - Open the file preview by clicking the area around the file.
In the chat window, the operator can interact with voice messages sent by the user:
- Listen to the message by clicking
. - Download the message to the computer by clicking
. - Change the playback speed of the voice message by clicking
.
To rename a session, at the top of the page, click on the 
icon and enter a new name.
At the bottom of the page you can see the field for the operator’s response. Here you can send text messages, attach files, and use ready-made response templates by clicking the 
icon.
With the 
icon you can open the menu of the built-in HTML editor and format the entered text.
When you close the session page, the unsent message will be saved in the input field.
When you finish the conversation, click the Close Session button. The supervisor and all the live chat operators receive a notification in their activity stream. The session becomes inactive, but the chat history is saved in the system. It will be shown in the chat the next time the customer sends you a message.
About the session
The right-hand side of the session window displays the main information about the session and the contacted client.
- The
icon in the upper right corner allows you to select an option:
- Start Business Process.During a conversation, the operator can launch an instance of any process right from the chat window, for example, if a customer places an order. The operator takes down all the details and starts the order handling process. The operator won’t have to specify the input data for the business process. To learn more, see Manually start a business process.
- Mark as Spam. If this option is selected, the session will no longer be displayed in the general list of sessions, distributed by routing rules, taken into account in reports, and affect the automatic launch of business processes. Locked sessions can be viewed in the Sessions app.
- Remove from Spam. When clicked, the session will be restored from spam. The action is displayed if the session is locked.
- Date of creation and status of the conversation, as well as the live chat name
- The session’s priority set by the supervisor or the operator. It shows how important the request is. Click the
icon to change the priority. You can choose between Low, Medium, and High priority. The default value is Priority not set.The designated operator or group that the operator belongs to. Use the icon to reassign the session to another operator or group of operators specified in the live chat’s settings. If the operator of the main group that initially received the message doesn’t have the expertise to process the request, they can reassign the session to an expert group, for example, to the Accounting Department. The operator or group of operators will see a notification saying that the session has been reassigned to them in their activity stream. - The apps selected in the settings for binding accounts and registering messages. To create a new item of the app, for example, to register a new reclamation, click +Bind and then click the
button. - Information about the customer:
- If the person who is contacting you is an ELMA365 user, you will see the Internal user section with their avatar and a link to their profile.
- If an internal or external user contacts you via an instant messenger connected to the live chat, their info will be copied from their messenger profile: name, avatar, account, and name of the messenger. You can add a new customer to your database and create an item of the app specified in the live chat settings in the To bind an account field. To do that, first click +Bind below the app’s name, then click .
When contacting the live chat via email, the user can specify several recipients in the email. In this case, their names will be displayed on the created session page. The operator’s reply will be sent to all recipients. Additional recipients can be deleted. To do this, click the icon next to their names and select Delete client.
After that, the deleted client will not receive messages from the operator.
You can also lock the account of an external customer. To do that, on the right of their name click the icon and select Lock Account. A window where you need to specify the locking rules will open. Read more in the Blocklist article.
To unlock a user, click the same icon again and select Unlock Account.
Search in live chats
At the top of the Live Chats workspace you can see the search bar. By default, the search is performed by chats and messages:
- If a specific session is opened, the search is performed by its name and by the history of messages in this chat.
- If no session is opened, the search is performed only by session names.
Other than that, the search is performed in the same way as in chats in the Messages workspace.
To find a session by parameters, for example, creation date or operator, use search in the Sessions app.
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