Live Chat Sessions

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Introduction Live Chat sessions are visible from clicking the Live Chat icon in he left hand application menu.

Related Articles Engage in Live Chat Sessions Live Chat on Self Service

Filtering

The list will show you all of the Chat Sessions with filter on Session Id and User Id it is also possible to filter based on one or more status, this filter is remembered.

Updates

The list will live update when a new session comes in or a sessions status is changed, in the event you are paging through the results a Toast Notice will tell you something has changed and you should refresh the view.

Highlighting

Any sessions with a new badge next to it shows pending sessions that have not yet been responded to by an agent. Sessions marked with an open circle show an active session with no new messages Sessions with a number alongside them show how many messages in them have not been seen by any analyst yet in that session