Chat

Introduction

You can chat with customers, other agents, and your managers (supervisors) through the Chat tab on the Agent Desktop. The number of unresolved chat threads (conversations) that you are allowed to handle is predefined by your manager on the LiveVox Portal (LVP). Your manager can monitor your chat queues, including the state of chat conversations and any ongoing chats in real time, on LVP.

Supported Browsers for Customers

For a customer to be able to access the chat widget, they must use the following browsers:

Desktop: Google Chrome (latest version), Firefox (latest version), Microsoft Edge, Safari (latest version)

Mobile: Google Chrome (latest version), Firefox (latest version), Safari (latest version)

Understanding the Chat Tab

• The number that appears over the Chat tab indicates the total number of unread messages.
  
• The number that appears next to a chat conversation indicates the total number of unread chat messages within the conversation.
• The conversations are categorized based on the types of users (Customers, Agents, and Supervisors), and they display the name of the sender of the message.
• You can search for a chat by the name of the sender or the message by entering their name or a part of the message in the Search box.

Chat Features

• To enable you to better understand customer intent and sentiment, you can preview in real time what your customers are typing. Customers, however, are not aware that their keystrokes are visible. 
  
• Your customers can rate a chat when chatting with you or after the chat has ended by using the thumbs-up or thumbs-down icon (). The rating is considered for the entire chat conversation and is recorded in the LiveVox reports.

If you are using the Agent Desktop Native (ADN) application, you are notified of the incoming messages even if you have not selected a contact.

Icons

The following table describes the icons that appear in a chat window.

Icon	Description
	Creates a contact to associate with the chat conversation.
	Enables web calling. For more information, see Web Calling and Co-Browsing.
	Transfers the conversation to another agent on your agent team.  You can transfer a conversation to ensure that the conversation is handled by the appropriate personnel and escalated when required.
	Opens the contact associated with the conversation.
	Displays the Quick Response Messages window, which contains a list of predefined messages (quick responses) that you can use to respond to common chat messages or inquiries.  The Quick Response Messages window also appears when you enter // in the text box. In the Quick Response Messages window, you can view the entire message by hovering over a keyword. In addition, you can search for a keyword by entering at least three consecutive characters of the keyword in the Search box. You can modify a quick response message to make the response more personalized for the conversation.
	Displays emoticons that you can use in your message.
	Enables you to send a file to the customer. The maximum individual file size that can be shared is 2 megabytes (MB). The types of files that can be shared are GIF, JPEG/JPG, PDF, and PNG. Your manager can view or download the shared files. You can also receive files from customers.