Chats

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How to change welcome message for our chat?

Customer context: A customer wants to edit the welcome message displayed in their LiveAgent chat. Customer: How to change welcome message for our chat? Answer: You can change the welcome message by going to Configuration > Chat > Buttons > Edit button > Chat Window > Welcome message.

What does the number of Chat buttons mean in pricing?

Customer context: A customer is exploring the pricing options for LiveAgent and wants to understand about chat button allocation in the plans. Customer: What does the number of Chat buttons mean in pricing? Answer: The number of chat buttons in pricing (e.g., 3 chat buttons) means you can create and customize 3 different chat button designs for your websites. One chat button can be used across multiple websites without needing to upgrade your plan for more chat buttons. It offers flexibility a...

What does a slot mean? If an agent is chatting with 4 customers and the maximum is 10, does that mean the slot will be 6?

Customer context: A customer wants clarification about what a "slot" means and how it relates to the available capacity for more chats in LiveAgent. Customer: What does a slot mean? If an agent is chatting with 4 customers and the maximum is 10, does that mean the slot will be 6? Answer: Yes, you are correct. In this context, a slot refers to the remaining capacity an agent has for more chats. If an agent is currently chatting with 4 customers and the maximum capacity is 10, they will have 6 m...

What caused the "The chat is inactive" message? Is it because the agent replied late, or the customer left the chat?

Customer context: The customer has noticed a "The chat is inactive" message in their LiveAgent chat and is curious about what caused it. Customer: What caused the "The chat is inactive" message? Is it because the agent replied late, or the customer left the chat? Answer: The "The chat is inactive" message is caused by the chat setting inactivity time under Configuration -> Chat -> Chat Settings. It occurs when there's no action in the chat window, but the customer is still connected. If ...

Does LiveAgent have a way for a customer to record their screen to show the problem they are having

Customer context: A customer is interested in knowing if LiveAgent has a feature that allows their customers to record their screen during live chat. Customer: Does LiveAgent have a way for a customer to record their screen to show the problem they are having? Answer: No, LiveAgent does not have the option for customers to record their screen during live chat.

What do the gray hook and green hook mean in LiveAgent chat?

Customer context: A user wants to understand the meaning behind the gray and green hooks during a customer chat session. Customer: What does the gray hook and green hook mean when chatting with a customer? Answer: In LiveAgent chat, a gray hook indicates that the message has been sent, while a green hook signifies that the message has been seen by the customer.

How can I create an inline chat link ?

Customer context: A customer wants to create an inline chat link for their LiveAgent account. Customer: How can I create an inline chat link? Answer: You can create an inline chat link in LiveAgent by following this guide: https://support.ladesk.com/498003-Chat-for-mobile-apps. However, please note that the Pre-chat form cannot be used with inline chat.

Can we set default hours for chat button to be visible on our page?

Customer context: A user who wants to display the chat button on their website during specific hours. Customer: Can we set default hours for the chat button to be visible on our page? Answer: LiveAgent chat buttons are displayed on a website when there is at least 1 agent available on chat in the department for which the button is created. When there is no one available the button is either hidden or a contact us button which opens a contact form is displayed. This default behavior can be chan...

Do I need to integrate the proactive chat invitation code on the page where the chat button is already integrated?

Customer context: A customer has a chat button integrated on their website and wants to know if they need to add a proactive chat invitation code. Customer: Do I need to integrate the proactive chat invitation code on the page where the chat button is already integrated? Answer: No, you don't need to add the proactive chat invitation code if a chat button is already integrated. The button integration code already contains the invitation code so proactive chat invitations can be displayed on al...

How do proactive chat invitations work in LiveAgent?

Customer context: A customer is curious about how proactive chat invitations function in LiveAgent and how they are displayed to customers on their website. Customer: How do proactive chat invitations work in LiveAgent? Answer: Proactive chat invitations in LiveAgent are displayed to your website visitors based on the number of free chat slots available for your agents. For instance, if an agent has one free chat slot, the invitation will be shown to 10 customers. To learn more about proactive...

Do you offer a mobile app for agents to respond to chats?

Customer context: A customer inquiring about the availability of a mobile app for their agents to handle incoming chats on their devices. Customer: Do you offer a mobile app for agents to respond to chats? Answer: Yes, we offer LiveAgent mobile apps for both iOS (https://support.liveagent.com/422722-How-to-Chat-on-the-go-with-LiveAgent-iOS-app) and Android (https://support.liveagent.com/325470-How-to-Chat-on-the-go-with-LiveAgent-Android-app). Agents can download the app and turn on chats as ...

How can I create a pre-chat form?

Customer context: A customer wants to create a pre-chat form in LiveAgent. Customer: How can I create a pre-chat form? Answer: To create a pre-chat form, edit your chat button and enable the "pre-chat form" option in the "Overview" tab. This will display a new tab called "Pre-chat form" in the chat button settings. For more information, please visit the following article: https://support.liveagent.com/373207-Creating-chat-buttons.

How can I display an offline form if there is no online agent available for chats?

Customer context: A customer wants to display an offline form when no online agent is available for chats in LiveAgent. Customer: How can I display an offline form if there is no online agent available for chats? Answer: To display an offline form, edit your chat button and enable the "offline button" option in the "Overview" tab. This will display new tabs called "Offline button" and "Contact form" in the chat button settings. For more information, please visit the following article: https://...

Why is the offline button displayed if I am online in the agent panel?

Customer context: A customer is experiencing issues with the offline chat button displaying even when they are online in the agent panel. Customer: Why is the offline button displayed if I am online in the agent panel? Answer: If you're experiencing issues with the offline chat button being displayed when you are online, consider the following: 1) Refresh your website if you logged into LiveAgent after opening the site. 2) Ensure you can operate live chat in the department the button is assign...

How to place the chat button in a fixed/specific position on my website?

Customer context: A customer wants to place the chat button in a fixed or specific position on their website using LiveAgent. Customer: How to place the chat button in a fixed/specific position on my website? Answer: To place the chat button in a fixed or specific position, create a new "Inline" chat button in Configuration > Chat > Chat buttons. Click the "Create" button and select one of the "Inline" designs. This type of chat button will display exactly where you place it within your ...

How to prevent visitors from changing their email address in the chat transcript screen

Customer context: The customer wants to prevent a visitor from changing their email address in the chat transcript screen. Customer: How to prevent visitors from changing their email addresses in the chat transcript screen? Answer: You can use the following CSS code (add it to Configuration > Chat > Chat buttons > edit Chat button > Chat window > edit custom CSS) to disable the user's interactions with the email address field: .TranscriptViewFields { pointer-events: none; u...

How can I remove the "This is a private computer, remember me" checkbox from my pre-chat and offline form?

Customer context: The customer wants to remove the "This is a private computer, remember me" checkbox from their pre-chat and offline form. Customer: How can I remove the "This is a private computer, remember me" checkbox from my pre-chat and offline form? Answer: If you don't want to remember visitors, you can disable this feature in your LiveAgent account > Configuration > Security > Settings > General > Change > uncheck the checkbox that belongs to "Remember visitors".

Does LiveAgent have a chatbot?

Customer context: The customer wants to know if LiveAgent has a chatbot function. Customer: Does LiveAgent have a chatbot? Answer: Currently, LiveAgent does not have a native chatbot function. The platform focuses on live person-to-person interactions, requiring agents to be online and available to receive chats.

How can I add checkbox for marketing permissions in my chat widget?

Customer context: The customer wants to add an "opt-in" checkbox for marketing permissions in their LiveAgent chat widget. Customer: How can I add a checkbox for marketing permissions in my chat widget? Answer: To add an "opt-in" checkbox for marketing permissions in your chat widget, you can place a consent acceptance in your pre-chat form. Follow this guide for detailed instructions: https://support.liveagent.com/572879-GDPR-Placing-Consent-Acceptance-in-Chat.

How can I fix the chat window and chat button issues on my website?

Customer context: The customer has implemented LiveAgent on their website and is experiencing issues with the chat window not working in the used browser and the chat button not appearing on their website. Customer: How can I fix the chat window and chat button issues on my website? Answer: To fix the chat button issue, make sure you paste the live chat button code right before the </body> tag on your website. As for the chat window issue, it could be a browser-specific problem. Try clea...

How can I change the language of the chat widget?

Customer context: The customer wants to change the language of the chat widget in LiveAgent. Customer: How can I change the language of the chat widget? Answer: To change the language of the chat widget, first go to Configuration > Chat > Chat buttons in your LiveAgent account. Select the widget you want to change the language for and click on "edit". You can then choose the desired language for the widget. Note that texts defined in further settings of the widget will not be automatical...

How can I create a chat button in LiveAgent?

Customer context: The customer is using LiveAgent and wants to add a chat button to their website for visitors to chat with their support team. Customer: How can I create a chat button in LiveAgent? Answer: To create a chat button in LiveAgent, go to Configuration > Chat section in your LiveAgent account. Each chat button has a unique code that you need to paste before the </body> tag on your website. Once you do this, the chat button will be visible on your website. More info can be ...

How do I set up a chat button on my WordPress site?

Customer context: The customer wants to add a chat button to their WordPress site. Customer: How do I set up a chat button on my WordPress site? Answer: To set up a chat button on your WordPress site, use the LiveAgent WordPress plugin by following the instructions here: https://support.liveagent.com/140502-WordPress-plugin-setup