Getting Started with Live Agents

This guide will walk you through the process of getting started with live agents using Boei's live chat feature. Let's dive in!

Introduction to Live Chat

Live chat is a powerful tool that allows businesses to interact with website visitors in real-time. It enhances customer experience, improves conversion rates, and can significantly boost lead generation. With Boei's live chat feature, you can seamlessly integrate this capability into your website.

Adding a Live Agent to your AI Chatbot.

Enable Live Chat Escalation

1. Go to your AI chatbots and open the chatbot you want to edit.
2. Click on Live Chat in the left menu.
3. Enable "Live chat escalation"

Add team members and configure them
Now you can add your team members.

You can define the availability mode. When you set it on scheduled hours, you can define the availability hours of that specific agent. These are the options:

• Only when online - Agent must be actively online to receive chats
• During scheduled hours OR when online - Agent gets email notifications during off-hours
• Always available - Agent gets email notifications anytime

The AI chatbot knows beforehand if there are any agents available (based on these settings). If there are no agents available, it will not suggest to use Live Chat.

You can set the max number of concurrent chats so that there is a limit on the number of chats one agent can take.

If the desired team member is not yet available, you can add them by clicking on your name at the top right and add a team member.

Now that you have added the live agents on your AI chatbot, they can log in and open the live chat dashboard.

Accessing the Live Chat Dashboard

To get started, you need to access the live chat dashboard. You can click on the Live Chat item in the menu.

Setting Up Your Live Chat

Once you have accessed the dashboard, follow these steps to set up your live chat:

1. Enable Online Status:
   • Locate the trigger on the top right corner of the dashboard.
   • Ensure that it is set to "online". This will make you available to receive new chats.

2. Stay Alert for New Chats:
   • Keep the dashboard window open. You will hear a small sound notification when a new chat arrives.
   • The title of the window will start flashing to alert you of incoming chats.
   • When you close the window, the agent will go offline after 10 minutes.

Managing Incoming Chats

Handling incoming chats effectively is crucial for providing excellent customer service.

For your customers it will look like this:

For you as a live agent it will look like this:

1. Identifying New Chats:
   • New chats will appear on the left side of the dashboard.
   • Click on a chat to open it and start assisting the client.

2. Responding to Chats:
   • Once you click a chat, you will see the full conversation history.
   • Engage with the client by typing your responses in the chat window.

Your customer will see this:

3. Completing Chats:
   • You can click "complete" at any time to end the chat.
   • If the client does not respond within 15 minutes, the chat will close automatically.
   • Any transcript emails will be send 10 minutes after the chat is closed.

Tips for Effective Live Chat Support

• Be Prompt: Respond quickly to incoming chats to keep customers engaged.
• Stay Professional: Maintain a courteous and professional tone throughout the chat.
• Provide Clear Solutions: Offer concise and clear solutions to customer queries.
• Follow Up: If needed, follow up on unresolved issues to ensure customer satisfaction.