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Live Chat

The Live Chat channel allows you to communicate with visitors contacting your organisation through an enabled website Live Chat.

Incoming Live Chat​

When a visitor requests a chat, an incoming notification displays available visitor information, which can include:

  • Name
  • Browser language
  • Page
  • Message preview

Available actions are:

  • Accept – Take the chat.
  • Ignore – Dismiss the request.
  • Transfer – Send the request to another available user or team.

Active Live Chat​

Once accepted, the visitor appears beneath Live Chat in the Channels navigation.
The conversation displays messages exchanged between the visitor and the user handling the chat.

The interface can also show system events, including:

  • Visitor connecting
  • Chat being assigned to an agent
  • Chat ending
  • Chat transfer activity

Type a response in the message field and click Send.

Live Chat controls​

During an active chat, additional controls include:

  • Transfer chat
  • Mute sound
  • Block visitor
  • End chat

Transfer a Live Chat​

Select Transfer chat and choose another:

  • User
  • Team

After initiating the transfer, Voipstudio waits for the destination user to accept it. You can cancel the transfer while it is pending.

Mute Live Chat sounds​

Use Mute sound to stop notification sounds associated with the active Live Chat.

Block a visitor​

Use Block visitor when the visitor should no longer be allowed to continue communicating through Live Chat.

End a chat​

Select End chat to close the active visitor conversation. The conversation remains available in Live Chat history after it has ended.

Live Chat history​

The Live Chat page displays previous:

  • Live Chat conversations
  • Offline messages

Each recent record can show information such as:

  • Conversation type
  • Visitor name and email
  • Page URL
  • Date and time
  • Message preview

Live chat details​

Opening a completed Live Chat can display data such as:

  • Visitor name
  • Email
  • Browser language
  • Page URL
  • Visitor ID
  • User agent
  • Date
  • Messages exchange

Offline message details​

Visitors may leave a message when Live Chat is unavailable. Opening an offline message displays the information supplied by the visitor, including the message and available visitor details.