Agent’s Handbook
From getting started to everyday work,boldly go into the world of LiveChat.

Who is thisHandbook for?
This Handbook is for sales reps, support heroes, agents, chat operators,
and all those using LiveChat to stay in touch with customers. 

It’s here to help you use LiveChat to create the best customer
experience. We’ll cover topics like:

Setting up LiveChat
for the first time.

Team collaboration

Everyday workflow
with chats  and tickets.

Useful tips from our
Support Heroes and  
the Sales Team.

2

Welcome  to LiveChat

3Say hello
When you join your team on LiveChat, you either receive an invitation email or an invitation link.
Whether you click the “Join the team” button or click on the link, you’re first asked to set up yourpassword. Make sure it’s secure, and save it. You’ll need it to log into the LiveChat Agent app.

Hi!	

LiveChat (kaia.williams@livechat.com) has
invited you to work together on LiveChat.
Join now and start helping customers on
chat. If all goes well, you may become a
Support Hero one day. Good luck!	

Your Teammates on LiveChat:

Livechat has already joined

JOIN THE TEAM

Once you set up the password, you’re redirected to the LiveChat Agent app. When you’re there, you
can start receiving chats straight away. 

If you would like to have a look around the app first, switch your Accept chats status off. If you’regoing to continue later, use the Log in option on livechat.com or, better still, download the LiveChat
Agent app.

Set your status

Accepting chats
When you start your shift on chats, make sure the Accept chats toggle is switched on. You can use thistoggle to take yourself out of active chatting at the end of your shift, during a break, or when you need
to attend to other duties.

4Salesforce

Salesforce

KnowledgeBase

Salesforce

Facebook
Messenger

Suggested
Our other products

Exp

ChatBot

Real tiAutomate
me overview
 service with AI
customerChe

HelpDesk

Custo
merscustomer
online by tickets
Support0

KnowledgeBase
Guide and educate customers

Chats right now0

Unassigned tickets

1

No agents yet

View

Invite agents

View

Tip: Connect
all your channels to start seeing more data here.
Henry Jonesh.jones@livechat.com

Last 7 days

Accept chats

News & alerts
Notification preferences
Company details

Learn LiveC
ExploreLi
provideGood morning, Agent Henry!

Log out
Chats

R

Let’s get yEnhance your LiveChat
Staff picks

Tab 2 (14)HideBrowse all

Tab 3 (14)Not accepting chats
When you’re off accepting chats, no new chats will be assigned to you. You will still be able to:Salesforce

Salesforce

KnowledgeBase

Facebook
Messenger

1

Uplo

2

Adju

3

Dow

4

Have

Salesforce

Suggeste
Our other products

Exp

ChatBot

Real tiAutomate
me overview
 service with AI
customer
HelpDesk

Custo
merscustomer
online by tickets
Support0

KnowledgeBase
Guide and educate customers

Che

Chats right now0

Unassigned tickets

1

No agents yet

VieInvite agents

Vie

Tip: Connect
all your channels to start seeing more data here.
Henry Jonesh.jones@livechat.com

Last 7 days

Accept chats

News & alerts
Notification preferences
Company details

Learn LiveprovideLog out5️Finish ongoing chats
Finish any ongoing chats you may have. For example, when you switch off before the end of your shift.
Assign new chats to yourself
Assign new chats to yourself, or start a chat manually (we’ll get into that in the Chats section below).
Receive a transferred chat
Receive a transferred chat if one of your teammates transfers one specifically to you. For example, when you are a specialist who only
takes chats after triage.
Do any other work
Do any other work inside the LiveChat Agent app, like handle tickets, monitor traffic on your website, supervise the chats of otheragents, and more.
You can read more about statuses in our Help Center.

Check your status
If you notice you’re not receiving any chats, always make sure that yourstatus is set to Accept chats.

Explore Li
In this menu you can also log outGoodat the morning,
end of your shift,andset your notification preferences.
Agent
Henry!
Chats

Hide

Enhance your LiveChat

Set up notifications
Staff
picks
Staff picks

ab 2 (14)T

ab 3 (14)BTrowse allWhen you click on Notification preferences, you will be able to configure the notifications to matchyour workflow. 
Salesforce

Salesforce

KnowledgeBase

Facebook

Let’s get y
1

Uplo

2

Adju

3

Dow

4

Have

Salesforce

Messenger

Suggeste
Our other products

Exp
ChatBot

Real timemoverviemw

Auto

Help

ate custo

er service with AI

Desk

Customers
onlineSupport custo
mer by tickets

0

T

Che

KnowledgeBase

Guide and educate customers

Chats right now0

Unassigned tickets

1

No agents yet

IVienvite agentsVie

ip: Connect
all your channels to start seeing more data here.
Henry Jones.jones@livechat.comhLast 7 days

Accept chats

News & alerts
Notification preferences
Company details

earn LiveprovideL

Log out6

Make sure that the sound is on and that you can see and hear the notifications well. You can test themin the configuration panel.

Notification preferences
Notification soundRepeat New Message sound unitl message is read

Notify me about…
New messages

test

Default soundIncoming chats test

Default sound

New tickets to handle test

Default soundVisitors in queue test

Default sound

New visitors test

Default sound

Returning visitors test

Default soundCancelSave

Turn off what you don't need
If there is heavy traffic on your website, you might want to disable the
New visitor notification not to drown out the sound of events you needto know about, like incoming chat, new message in chat, or new ticket.

Turn on what you needIf your business is just starting out, you might want to be notified about
new and returning visitors on your website, to be able to see in realtime which pages they visit, how much time they spend there, andeven proactively start a chat with them.

Customize notifications
ownload our desktop app to be able to customise the notification
sounds and even upload your own. You can also customise thenotification sounds in our mobile apps for iPhone and Android
D

7

Download the LiveChat Agent App
You can use the LiveChat Agent app for web browser, desktop
or mobile. If you would like to read on about it, we have an article
on LiveChat Agent apps in our Help Center.

LiveChat  
for Mac
Chats

Download

LiveChat  
for Windows

LiveChat  
for iOS

LiveChat  
for Android

LiveChat  on the Web

Download

Go to App Store

Go to Google PlayLog inGood morning, Agent Henry!

Enhance your LiveChat

Hide

Staff picks

Browse all

Tab 2 (14)

Tab 3 (14)Set up your Agent profile

Explore L

Let’s get
1

Up

2

Ad

3

Do

4

Ha

S
ales
f
orce
S
ales
f
orce
F
ace
b
ook
K
nowledge
B
ase
S
ales
f
orce
Now, let’s set up your Agent profile. To edit your Agent profile, click on your nameintheprofilemenu.
Messenger

SuggestOur other products

E

ChatBot
Real tiAutoemoate
vecustorviemer service with AI

m

w

C

HelpDesk

Customers
onlineSupport custo
mer by tickets

Chats right now

0 uide and educate custo ers 0
KnowledgeBase
Gm

Unassigned tickets

1

No agents yet

ViInvite agents

Vi

all
your
c
h
annelsTip: CHonnect
to
start
seein
g
m
ore
data
h
ere
.
enry Jonesh.jones@livechat.com

LAccept
ast 7 days
chats
News & alerts
Notification preferences
Company details

Learn Liv
providLog out8Henry Jones
Support Agenth.jones@livechat.com

Add photo
Add a photo to your profile. Customers appreciate seeing who they’re chatting with. 

You can also pick a photo from our gallery of default faces
Edit your name
Make sure that your Name is one you want to be displayed to the customers
Edit your job title
Make sure the Job title reflects your company’s naming convention. Both your name and your job title
will be displayed to the customer when they start the chat

Chat with us!
Henry Jones
Support AgentHenry Jones
Hello! How can I help you today?

Support Agenth.jones@livechat.com

Private email
Your email is not displayed for the customers to see

9Set your Status after logging in
Set your Status after logging in. If you jump on chat right after logging in to the LiveChat Agent app,leave it at Accept chats. If you need time in the app before getting your first chat, e.g., to handle
tickets, look through Archives, supervise your teammates’ chats, switch your Status after logging in
to Don’t accept chats.

Set up working hours
Your team may be using the Work scheduler. If this is the case, theWorking hours toggle will be switched to green, and you won’t need to
set the Status after logging in. Your Status will be set to accepting
chats during your working hours and to not accepting chats after
hours. You’ll still be able to switch off chats for breaks, and to attend toother duties. All you need to do is make sure you are logged into the
LiveChat Agent app. Work scheduler is available in Business andEnterprise plans.

Check if you’re on the right teamYour company may be using Groups to direct chats to different
departments or teams. Check with your leader if you are added to theappropriate Groups to be able to receive chats, access tickets andarchived chats as well as canned responses or tags. Read more about
Groups in our Help Center.

In the Agents section, you can see your whole team. You can see theroles that various team members have. Depending on the role, youhave access to different sections of the LiveChat Agent app. You canread more about roles here.  
Your team leader will usually have an Admin or Owner role, and in thisHandbook, we’ll sometimes recommend consulting them for the
specific ways your company uses LiveChat.

10One example of this is the Concurrent chat limit. This is set in your Agent profile by an Admin on yourteam. Concurrent chat limit is the maximum number of chats you may be assigned at the same time.
We usually recommend three concurrent chats for rookies and up to six for seasoned agents, but it candepend on many business-specific factors.

Agent

Administrator

Every time a customer starts a chat, the chat will go to the agent with the fewest ongoing chats. Once
all agents have met their chat limit, the next customer is directed to the queue where they will wait
until one of the agents has a slot available because they have finished one of their ongoing chats.

11Chats12

Getting a chat
When a customer starts a chat the first message they receive is an automatic message set up in the
LiveChat Agent app. This way when you get a chat, you have a bit of time to get ready.

When the customer starts to type their message, you’ll see what they are writing in real time. When you
write a response, the customer can see that you are composing a message, but they can’t see what
you’re writing.

13

Where do chats come from?
Chats are started by the customer. The customer can send a message in the Chat Widget on yourcompany’s website, on the chat page, or in your company’s mobile app, if the Chat Widget has been
implemented there.

Messenger

Chats

Chats
Email

Chats

M c

My chats
y hatsChat

3 (+1 idle4)
KM

Pre-chat

Kate
KateMorgan
MorganCan I create custom…

KM
JH

Apple Messages:

Your name

Kate Morgan

JJH
H

WhatsApp

SMS

PS

Apps

+1

WebsiteJim Holt
Halpert
MattiePMichaelaul SmithScott
One more thing I would like to a…

PC
P

Kate Morgan(617)Schrute275-2400
DwightKM

Thanks a lot! See you!

Queued chats

JM:

E mailk.morgan@com

Queued chats

Chat link-

Can I create custom…

JerrySummers
Summers
Jerry
Waitingfor
for33minmin
Waiting

PenelopeCruz
Patri
cia Berlock
Waitingfor
for52
52ss
Waiting

Hello!

I’m looking for r

2

2

11

11

Additionally, LiveChat can be integrated with social media messengers, Apple Business Chat, or SMS.
chats
Check with your team leader which channels you use as a companySupervised.

 Unassigned chats

1

1

Malone, Robin
PKevineter HolPM
One more source of chats is the chat transfer. A colleague can transferayour team, or to you
Do chatyou have to
any idea?

Type a message…

specifically. You can read more about it in Team collaboration below.
Supervised chats

Check it for yourself

KM

1

Kevin Malone, Robin+ Add tag

Start a chat on your company’s website to see what the experience islike for the customer. You can ask your teammate to transfer the chatto you, and try having a chat with yourself.

While technically the chat starts when the customer sends a message or clicks on a button in the
Chat Widget, LiveChat lets you invite customers to chat. This can be done automatically, withtargeted messages, or manually, from the Traffic section of the LiveChat Agent app.

14

How to start a chat manually?
In the Traffic section you see customers as they browse your website in real time.

All customers(94)Match all filters
NAME

Supervised

Chatting

Browsing

Invited

QueuedAdd filter
ACTIONS

ACTIVITY

CHATTING WITHLAST PAGE

COUNTRY

DEVICEOS

Traffic

KM Kate Morgan

Start chatBrowsing—

LiveChat Pricing

United States

MobileNB Nina Boyd

Pick from queue

Queued (1 min)—

LiveChat Plans

Japan

MobileLiveChat Agents

United States

Desktop

TF Toby Flenderson

Go to chat

Henry

Chatting

Start chatBrowsing—

LiveChat Settings

CanadaDesktop

Start chatBrowsing—

LiveChat Pricing

India

DesktopGC Garrett Craig

Start chatBrowsing—

Marketplace

United Kingdom

Desktop

VC Vernon McKenzie

Start chatBrowsing—

LiveChat Reports

China

MobileEW Elsie Wolfe

Start chatBrowsing—

Marketplace

United States

Desktop

PS Paul SmithJS

Josephine Spencer

Click ontartPerrychat to sena preset welcome
onLiveChat
the codepen icon
toStatescustomizMo
ebthemessagemessa
ge orInstall
United—Browsing
ile
Start dchat
BP SBlanche

you want to send to the customer. Once you do, you’ll see the chat on the list in the Chats section.
MH Mattie Holt

Start chatBrowsing

LP Lida Phelps

Go to chatSupervised

TN Theodore Nelson

Go to chatSupervised

DB Dale Bell

Start chat

CB Connor Brooks

LiveChat Pricing

India

Desktop

Jane

Marketplace

United States

MobileJane

LiveChat Pricing

Japan

Desktop

LiveChat Settings

United States

Desktop—
Start chat team leaderBrowsing
if you should use it.

LiveChat Pricing

China

Desktop

CP Christian Parsons

Start chatBrowsing—

LiveChat Reports

United States

MobileLA Lucas Adams

Start chatBrowsing—

LiveChat Reports

United States

DesktopJS

Josephine Spencer

Start chat—

Chat with your leader
Invited—Sending manual invitations is a strategic choice, so check with yourBrowsing—

LiveChat Pricing | LiveChat Plans - Customer Service…

15

Chats section in LiveChat Agent app:

Chat lists
On the left of the Chats view there is a list of all chats that may require your attention.

MorganToKbatey Flenderson

Chats

Chats

Today
Chats

My
chats
My
chats

KM
JH

Details4
3 (+1 idle)

General Info

Kate Morgan
Kate Morgan

Can I create custom…

Henry

Hello! How may I help you?

JH
JH

Jim Halpert
Mattie Holt

1:32 pm local time

Can I create custom…

Kate Morgan

KM

QueuedMichael
chats ScottJM

New York, NY, United

Hello!

2
How to turn o

One more thing I would like to a…

Jerry Summers

States

ff push notifications on mobile?

1

Waiting for 3 min

HenryDwight SchruteThanks a lot! See you!

Unassigned chats
Queued chatsPM

Go to Profile > Settings > Push notifications

ff. Simple as that.

and switch to o

1
2

Read

-

Pre chat surveyPeter Hol
Jerry Summers

Your name: Kate Morgan

1

Waiting for 3 min

Supervised chats
PC

Penelope Cruz

E-mail: kate.morgan@mail.com
1

Type a message…

1

Visited pages

Waiting for 52 s

KM

KM

Kate Morgankate.morgan@mail.com

Kevin Malone, Robin
Send

Visits: 2 pages in 7m 16s
Supervised chats1+ Add tag

LiveChat Pricing | LiveChat Plans
www.livechatinc.com/pricing /Kevin Malone, Robin

LiveChat Partner Program

Do you have any idea?

www.partners.livechatinc.com/

Additional info
Returning customer: 77 visits, 6

Last seen: yester

chats

day
Came from: www.google.com

Group: S

SupportTechnology
IP address: 194.181.146.121
OS/Device: Mac OS (10.14.0)

Browser: Chrome (60.0.3112.113)
User agent: Mozilla/5.0 (Macintosh; IntelMac OS X 10_14_0) AppleWebKit/537.36(KHTML, like Gecko)
Chrome/72.0.3626.109 Safari/537.36

16

My chats:
My chats are the ongoing chats that have been assigned to you. Make sure that customers don’t wait
too long for a reply. If they wait for more than 40 seconds, there will be a red rim around their circle. Ifthey don’t reply for too long, the circle will be grayed out. Read more about active and inactive chats.
Chats

Chats
Chats

MyMy
chats
chats

MorganToKbatey FlendersonToday4
3 (+1 idle)

Details

Kate
KateMorgan
MorganCan I create custom…

KM
JH

General InfoHenry

Hello! How may I help you?
Jim
Halpert
MattieHolt

Can I create custom…

JH
JH

QueuedMichael
chats Scott2
One more thing I would like to a…
JM

Jerry Summers
Waiting for 3 min

Hello!

1

Henry
Go to Profile > Settings > Push notifications

and switch to off. Simple as that.

1

2

Read

Pre-chat surveyPeter Hol

Jerry Summers
Waiting for 3 min

E-mail: kate.morgan@mail.com

1

PC

1

Penelope Cruz
Waiting for 52 s

Your name: Kate Morgan

1

Supervised chats
KM

StatesHow to turn off push notifications on mobile?

Thanks a lot! See you!

PM

New York, NY, United

Dwight Schrute

Unassigned chats
Queued chats

Type a message…

Kevin Malone, Robin

Supervised chatskate.morgan@mail.com

1:32 pm local time

Kate Morgan

KM

KM

Kate Morgan

Send
1+ Add tag

Visited pages
Visits: 2 pages in 7m 16s

LiveChat Pricing | LiveChat Plans

www.livechatinc.com/pricing /Kevin Malone, Robin
Do you have any idea?

LiveChat Partner Program

www.partners.livechatinc.com/

Additional info

Returning customer: 77 visits, 6
chats
Last seen: yester
day
Came from: www.google.com
Group: S

SupportTechnology

IP address: 194.181.146.121
OS/Device: Mac OS (10.14.0)
Browser: Chrome (60.0.3112.113)
User agent: Mozilla/5.0 (Macintosh; IntelMac OS X 10_14_0) AppleWebKit/537.36(KHTML, like Gecko)
Chrome/72.0.3626.109 Safari/537.36

17

Queued chats:
Queued chats are a list of customers waiting in the queue. Customers are queued for two reasons. One,
there are more customers starting a chat than the agents on duty can handle, that is, all the agents
have met their concurrent chat limit. Two, the chat routing set up for your team is Manual selection.
With manual selection, all of the customers who start a chat begin in the queue. Agents can select one
when they’re available. Read more about queue configuration.

To select a chat from the queue, click on the chat and then on Pick from queue.

18

Unassigned chats:
Unassigned chats are chats started by customers when your team was offline, if the availability ofyour Chat Widget is set to Always. Otherwise, they can be messages sent on Facebook Messenger,
Apple Messages for Business, WhatsApp, or Twilio. Ask your team leader if your company uses these
options., To assign a chat to yourself, click on a chat on the list, and then click on Assign to me.

Supervised chats
Supervised chats is a list of your teammates’ chats you have picked to supervise. You can supervise
those chats and see how other agents communicate with visitors. For more details, see the Team
collaboration section.

19

Chat view

This is where you will see the entire conversation with the customer, together with the data thecustomer provided in the pre-chat survey. If the customer chatted with your team before, you’ll be able
to see their previous chats when you scroll up.
Chats

Chats
C

hats

MyMy
chats
chats

Morgano atey lenderson

T K
b F

Today

3 (+1 idle)4
KM

Kate
MorganKate
MorganKM
JH
Can I create custom…

Thanks a lot! See you!

Jerry Summers

JM
QueuedWaiting
chats for 3 min

PCU

Patricia
JerryBerlock
Summers
Waitings
Waitingfor
for52
3 min

PenelopechatsCruznassigned
Waiting for 52 s

Peter Hol

1:32 pm local time
New York, NY, UnitedStatesHello! How may I help you?

2
1

2

Pre-chat surveyYour name: Kate Morgan

11

11E-mail: kate.morgan@mail.com

Type a message…
Send

PM
Supervised chats

1

Malone,Robin
SuperKevin
vised
chats
Do you have any idea?

1

KM

Kate Morgankate.morgan@mail.com

Henry

One more thing I would like to a…

DwightSchrute
ueued
chats

KM

k.morgan@company.com

Paul
Smith
MichaelScott

Q

General Info

Kate Morgan
E-mail:Jim
Halpert
Mattie
Holt
JH
JH

P

Pre-chat surveyYour name:Can I create custom…

PS

Details+ Add tag

Visited pages
Visits: 2 pages in 7m 16s

iveChat Pricing | LiveChat Plans
www.livechatinc.com/pricing/
LiveChat Partner Program
www.partners.livechatinc.com/
L

Kevin Malone, Robin

dditional info

A

Returning customer: 77 visits, 6
chats
Last seen: yester
day
Came from: www.google.com
Group:
SupportS

echnologyT

IP address: 194.181.146.121
OS/Device: Mac OS (10.14.0)
Browser: Chrome (60.0.3112.113)
User agent: Mozilla/5.0 (Macintosh; IntelMac OS X 10_14_0) AppleWebKit/537.36(KHTML, like Gecko)
Chrome/72.0.3626.109 Safari/537.36

20

Message area
Here you type in the messages you want to send to the customer, add emojis, upload files, use canned
responses and whisper to your teammates.

Canned responses

Attachments

Canned responses can take your customer support to the

If you need to send a file to the customer, just attach it right in thenext level. Learn all about them in Team collaboration.

chat. You can upload files up to 10MB to send them in chat.

Generalhello

5

thankyou

2

Henry

Henry

feedback
Is there anything else I could do for you?

Is there anything else I could do for you?

help

return2

wait

3

Type a message…

Type a message…

+ New

Upload file

Send

+ Add tag

Send

+ Add tag

Private messages

EmojisWhen a teammate supervises your chat, you can switch the

One rule of good customer relations is mirroring yourtoggle to Private to send them a message the customer won’t
see. For more, see Team collaboration below.

customer’s language. If they use emojis, be sure to respondin kind using our emoji picker

!

Henry
Henry

Is there anything else I could do for you?
Is there anything else I could do for you?

Type a message…
Type a message…

Private

Send
Send+ Add tag
+ Add tag21

Take individual approach
It’s always a good idea to take an individual approach. Address thecustomer with the name they provided in the pre-chat to make themfeel welcome.

Mirror customer’s language
Mirroring customer's language goes beyond using emojis. Whether thecustomer is formal and serious or informal and makes jokes, respondin kind.

Customer details
Here you will find all the information about your customers.
Ky
ate
MorganTob
FlendersonChat started: Mon, 15 Apr 21, 11:16 pm

etailsD

hat survey

eneral Info

G

:

an

KM

ate Morgankate.morgan@mail.com
K

1:32 pm local timecompany.com

ew York, NY, UnitedStatesCutomer details
You can check their email address,
location, the page they are currently
on, and much more.

N

Henry

Hello! How may I help you?

or running shoes, size 13.
Henry

Pre-chat surveyYour name: Kate Morgan

Go to Profile > Settings > Push notifications
and switch to off. Simple as that.

E-mail: kate.morgan@mail.com

Read

Visited pages
Visits: 2 pages in 7m 16s
LiveChat Pricing | LiveChat Plans
www.livechatinc.com/
pricing/
LiveChat Partner Program
www.partners.livechat.com/

Send

Customize data
You can adjust the type of
information displayed in this area aswell as the order in which particularsegments appear. Read all about it
here.
CRM
You can also forward leads into yourCRM or view customer informationfrom your company’s CRM, if it has
been integrated with LiveChat. You
can read more about it here.

Additional info

Returning customer: 77 visits, 6 chats
Last seen: yester

day
Came from: www.google.com
Group: S Support

22

How does a chat end?
A chat ends:
When the customer closes the chat widget on your website. 
When they leave your website. 
The chat will close automatically when there are no new messages sent in a given time. Ask your team leader how this is set
for your team. Read more about inactivity timeouts here.
You can close the chat at your end. Find it on the list and click the in the top right corner. If the chat hasn’t been closed by thecustomer or an inactivity timeout, you’ll be asked to confirm closing the chat. Click “Close and archive” to close the chat andremove it from your list.

Tag your chats
Before you close the chat, remember to tag it to let the rest of yourteam know what the chat was about. Learn more about tags here.

Send+ Add tag23

Tickets24

Where do tickets come from?
Tickets are usually cases that take more than one chat to finish. Sometimes you need to consult acolleague or a supervisor, sometimes both you and the customer need to wait for something tohappen. It is our experience that customers don’t mind waiting as long as they know what they are
waiting for, and approximately how long it will take.
There are four ways you can receive a ticket:

KM

From chatFrom ticket form

You can create it manually during chat or from
Archives by clicking on the

Customers can leave a message in the ticket form on

button and selecting

your website when your team is off duty (no one is

Create ticket.

available to chat and the ticket form is enabled).

Tickets+ New ticket

A ll tic kets

Tickets+ New ticket+ Add filter
Chats

Chats

1,845 tickets
Unassigned tickets (25)SUBJECTREQUESTER

My open tickets(3)
DM

Open

P

David Miller
bettinawebb@mail.com

Peterpeter@gmail.com

You can click on the New ticket button in the Tickets
section.

C

SolvedClosedAll tickets

ChristePromo code

C

DM

VG

STATU

unassigned

Ope

Marcos Bravo

Ope

Jane

Pen

Jane

Ope

Robert

S pa

Promo code

Jane

Pen

Credit card has been charged twice

MarcosS olv

Order no. 22549

Open

Pending

Payment issueYour company may forward your support emails into
user@gmail.com

LiveChat as tickets.
E

ASSIGNEE

My open tickets(3)Form your inbox

From TicketsPending

Unassigned tickets (25)Emma

user@gmail.com

Customercustomer@gmail.com

Derrick Mitchellderrickmitchell@gmail…

Viola Greerviola.greer@gmail.com

Derrick Shelton

SolvedClosedYour favourite is back in stock!

Gift card

All tickets

25Tickets section in the LiveChat Agent app

Ticket info
Ticket ID: LHOPQ Copy URL
Created: 25 May 2021
Last message: 25 may 2021
Status: Pending

Tickets

Source: Ticket form
Tags:
returnsales+ Add tagHenryh.jones@livechat.com

Ticket info
Ticket info

Basic information regarding the

Ticket ID: LHOPQ Copy URL

ticket and its current state.

Created: 25 May 2021
Last message: 25 may 2021
Status: Pending
Source: Ticket form

Assignee
The person responsible for the

Tags:

ticket. To change the assignee, click

returnsales+ Add tagHenryh.jones@livechat.com

on Change.

e esteRqur

The customer requesting the ticket.
You can change the customer’semail at any time (e.g. when thecustomer wants you to follow up on
the issue with their colleague), you
can also add more people to the
loop.

26

Tickets workflow
The status of tickets changes automatically as you work.
Tickets+ New ticket

All tickets+ Add filter

Unassigned tickets (25)My open tickets(3)REQUESTER

SUBJECTASSIGNEESTATUSLAST MESSAGE

David
MillerDM

Promo code

unassigned

Open

10 minutes ago

Peter

Order no. 22549

Henry

Open

5 hours ago

ChristeC

Payment issue

Jane

Pendingyesterday

Your favourite is back in stock!

Jane

Open

yesterday

bettinawebb@mail.com

Tickets

Open
Pending
Solved

1 2 3 4 ... 14

1,845 tickets

Ppeter@gmail.com
user@gmail.com

Emma

ClosedE

All tickets

CustomerC

Gift card

RobertSpam

13 May 2021

Derrick
MitchellDM

Promo code

Jane

Pending

13 May 2021

Viola
Greer
VG

Credit card has been charged twiceHenry

Solved13 May 2021

Derrick
SheltonDS

Your favourite is back in stock

Jane

Solved12 May 2021

JonathanW

Order no. 22531

RobertSolved11 May 2021

user@gmail.com
customer@gmail.com
derrickmitchell@gmail…
viola.greer@gmail.com
derrickkkk@gmail.com
Jonathan@gmail.com

Open
Every time you receive or create a ticket, it will have the Open status. This means that the case isongoing and needs attention.

Pending
When you send a message to the customer, e.g., ask the customer for some additional information,
the status of the ticket will change to Pending. As soon as you get an answer, it will switch back toOpen. If the customer does not respond in three days, LiveChat will send an automatic reminder. If thecustomer still does not respond, the ticket status will be automatically changed to Solved after
additional 4 days

SolvedWhen a case is finished, you can close the ticket by changing its status to Solved. The customer will
be notified about it and asked to rate their experience.

Spam
If the ticket you received contains malicious and unwanted content, you can mark it as Spam. Use
this status carefully, all emails from an address marked as spam will automatically be assigned thisstatus in the future.

27

Is it spam?

If a ticket is not malicious, but it’s been sent by mistake, for example, it
is better to switch its status to Solved without replying to it. In thiscase, the customer will not be notified that the ticket has been solved,
but if they need your attention at another time, their email will n ot be
blocked.

Connect with HelpDesk

If your team relies heavily on tickets and asynchronous
communication in your everyday work, you might want to integrate
LiveChat with HelpDesk, another one of our products. It has moresophisticated customisation options, collaboration tools andautomated workflows.

28

Team  Collaboration

29

Teamwork
At LiveChat we truly believe that our greatest strength is our teamwork. This is why the LiveChat Agentapp supports teamwork every step of the way.

Canned responses
Probably the biggest asset and time saver for your team will be the canned responses. They allow you
to recall premade answers by typing in hash (#) and the shortcut for the desired response.

Save answers to common questions, and save yourself the boredom of retyping the same content
over and over again. Use the saved time to engage the customer, lifting both your moods at thesame time.

Connect with ChatBot
By the way, if you get a lot of similar questions, perhaps your company
could use our ChatBot? It will answer all those FAQs for you, letting you
focus on more interesting cases.

30

Save links to external resources, e.g., your product sign up page, help center, FAQ, product pages,
so you don’t have to remember them or look for them when the customer requests them. Type#promo and the link is there
Save multi-step instructions as a canned response, but send them in manageable chunks. Avoid
overwhelming the customer with a wall of text, especially if they are on mobile, which you cancheck in Details in the chat. Instead, divide the canned response and send it step by step. After all,you’re only pasting the instructions, not typing them out. The instructions will be precise and free oftypos, and you will not only look professional, but considerate and personable as well
Use canned responses as a reference point for the entire team, and especially newbies. Withcanned responses, you don’t have to remember everything, just remember there is a canned
response for that
Ensure a consistent tone of voice throughout the team. Canned responses can remind you how
your company speaks to customers before it becomes second nature.
All of this leaves you more time for personal touch. Add the customer’s name to your #hello, divide a
multi-step instruction into manageable chunks and send them one by one, put the time you save on
looking for links and information into engaging the customer. It is easy when you are secure in theknowledge that your voice is consistent throughout your team, without sacrificing the personality of
individual team members.
Add canned responses on the go
Create canned responses on the go from chats whenever you noticethat you use a phrase regularly and for those phrases you know you’lluse, like “You’re welcome” or “Hi there!”Henry
11:19 AM

Save as canned response

Hi, we currently have a promotion for theiteam, take a look here: www.promo.com

Type a message…
Send+ Add tag31

Transfer
Depending on the workflow in your team, you may sometimes need to transfer the chat to anotheragent. You can do it by clicking on while the chat is ongoing, and picking Transfer.

Transfer carefully
Most of us don’t like being bounced from one rep to the next, so when
you transfer, make sure that the customer knows that they are beingtransferred. If it is relevant, provide the reason as well.

Keep the customer informed
If you are on the receiving end of a chat transfer, let the customer knowthat they don’t need to explain the matter at hand again because you
can see their chat thus far. Ask for a moment to read through the chat.
If the customer knows why they need to wait they are more likely to bepatient.

Organise your work
If you find yourself transferring chats often, ask your leader to consider
using the Groups feature. With Groups customers can be directed to
specific departments when they start a chat, or chats from specificwebsites can go to dedicated departments. Read more about Groups
in our Help Center.
32

Tip off your teammates
Make sure that the teammate to whom you are transferring knows thatthey are about to get a chat. Let them know what the case is about inadvance. You can use the option to Add private note in the transfer
modal. Private note is available in our Business and Enterprise plans.

Transfer chat to...
Agent (2) Group(7)Search agents...

Agent available in the General group
RobertJessieSupervise transferred chatHey Jessie, transferring as you would be able to advise better with
LiveChat plans. Can you please figure out the best plan for her?

Transfer

Supervising
Another great way in which LiveChat facilitates teamwork is the fact that you can supervise the chatsof your teammates.
Supervising chats is the best way to learn from real life examples how your team communicates withthe customer, from the tone of voice of your company to at what point it is good to create a ticket ortransfer to another colleague or team.
To supervise a chat, go to the Traffic section of the LiveChat Agent app. Click on Chatting, to see who
is currently chatting, click Supervise on the chats you want to supervise, and then click on Go to chat.
All customers
Match all filters
NAME
Traffic

Chatting

Supervised(16)Browsing

Invited

QueuedAdd filter
ACTIONS

ACTIVITY

CHATTING WITHLAST PAGE

Country

DEVICEKM Kate Morgan

Supervise chat

Chatting—

LiveChat Pricing

United States

MobileNB Nina Boyd

PiSup
ck er
frovimseqchat
ueue

Chatting—

LiveChat Plans

Japan

MobileTF Toby Flenderson

Goerto
chat
Sup
vise
chat

Chatting

LiveChat AgentsUnited States

Desktop

Go to chatSupervised—

LiveChat Settings

CanadaDesktop

JS Josephine Spencer

Start
Gochatto chatSupervised—

LiveChat Pricing

India

DesktopGC Garrett Craig

Start
Gochatto chatSupervised—

MarketplaceU

nited Kingdom

Desktop

LP Lida Phelps

Go to chatSupervised

Jane

LiveChat Reports

China

MobileTN Theodore Nelson

Go to chatSupervised

Jane

MarketplaceU

nited States

DesktopBP Blanche Perry

Start chat

InvitedInstall LiveChat codeUnited States

MobilePS Paul Smith

MH Mattie Holt

Start chat

Invited

Henry

—
—

LiveChat Pricing

India

DesktopOS

33

If you are dealing with a problematic case or a problematic customer, you can ask your teammates or supervisor to supervise your chat.
They will be able to send you private messages, applying the strength of the team to the case at hand.

Kate Morgan
KM

Hi, what is your return policy?

Kaia

Use canned response #return, be sure to personalize it.
Private message
MarcosHi Kate, you have 100 days to return an unused item.  
You can find the full policy here shop.com/return-policy  
Let me know if you have any questions :)Type a message…
Send+ Add tag

Read more about supervision here.
To send a private message back, just switch your message area to Private with the toggle, type your message in and send.
Read more about it here.

34

Bonus Tips

35

Traffic
Make sure to have a good look around the Traffic section of the LiveChat Agent app. This is the section
where you can manually invite customers to chat and pick chats for supervision. The Traffic section
shows the list of current visitors on your website in real time. You can see their name, email address,
location, time spent on your website, and much more.

1

All customers(94)Match all filters
NAME

Supervised

Chatting
Add filter

Invited

Queued2

Browsing

3

ACTIONS

ACTIVITY

CHATTING WITHLAST PAGE

Country

DEVICE

Traffic

KM Kate Morgan

Start chatBrowsing—

LiveChat Pricing

United States

MobileNB Nina Boyd

Pick from queue

Queued (1 min)—

LiveChat Plans

Japan

MobileLiveChat Agents

United States

Desktop

TF Toby Flenderson

1

Go to chat

ChattingHenry

PS Paul Smith

Start chatBrowsing—

LiveChat Settings

CanadaDesktop

JS Josephine Spencer

Start chatBrowsing—

LiveChat Pricing

India

DesktopGC Garrett Craig

Start chatBrowsing—

Marketplace

United Kingdom

Desktop

LP Lida Phelps

Go to chatSupervised

Jane

LiveChat Reports

China

MobileTN Theodore Nelson

Go to chatSupervised

Jane

Marketplace

United States

DesktopBP Blanche Perry

Start chat

Install LiveChat code

United States

MH Mattie Holt

LiveChat Pricing

India

2

3

4

OS

4

Browsing—

Start chatBrowsing—

Filters

Vernon
McKenzie
Use it toVC
spot
prospective

Start chatBrowsing—

United States
Mobile customers orMarketplace
Filter the view by things like theSpot prospective

DB Dale Bell

Start chatBrowsing—

CB Connor Brooks

Start chatBrowsing—

LiveChat Pricing

China

Desktop

CP Christian Parsons

Start chatBrowsing—

LiveChat Reports

United States

MobileLA Lucas Adams

Start chatBrowsing—

LiveChat Reports

United States

Desktop

JS Josephine Spencer

Start chatBrowsing—

Customer list

Customize view

Add, remove, change the ordercustomers or simply make theirof data columns.
See what is —Browsing
Start chat
EW Elsie Wolfe
customer experience better.
relevant to your everyday work.

Read more about the Traffic section here.

MobileDesktop

Segments

customer‘s location, or thesimply make their customer
Japan
Desktop
LiveChat Pricing
number of visits etc., to target aexperience better.
specific segment of customers.
United States
Desktop

LiveChat Settings

LiveChat Pricing | LiveChat Plans - Customer Service…

36

Everyday work:

KM

Pre-chat survey

Kate Morgan
KM

Your name:

The promo code doesn’t work

Kate Morgan
E-mail:Henryk.morgan@company.com

That’s so frustrating! Let me

Henryhelp you with that real quick.
Hi Kate, what can I do for you today?

Make it personal

Put yourself in their shoes

If the customer provided their name in the pre-chat,

As much as you can, try to look at every query fromuse it.

the customer’s perspective.

Kate Morgan
KM

Kate Morgan
KM

How to enable 2-Step verfication?

How to enable 2-Step verfication?

Henry

Hold onHenry

Let me check that for you with
our tech support, it may take amoment.

Be transparent
Speedy service makes a good impression, but being precise is even better. When you need the customer to wait amoment, let them know what you’re doing.

37

Morganenderson

KM

oday

Hi, I ordered a couple of items from your store,
but I would like to change something.

Details

I see, what is it

ickets

KM

T

Henry

You know these shirts you had on sale? The fitted ones?

Promocoderoken promo code

Hello! How may I help you?

Right

B

KM

General Info

tions on mobile?

Kate Morgan

KM

kate morgan@mail com
Customise details
1 2 pm local timeHenry
Edit the Details sectionNew
to Yonlyork, NYshow, nitedthe relevant> Settings > Push notiinformation
ications
on the tilesStates
you want. For example, moveo off Simple as that
.

.

:3

U

f

.

.

the Tickets tile to the top of the list to know
Read
immediately if the customer has tickets with yourteam.

GeneralSendhi
thankshold-on

Listen actively
Let the customer know you’re there and you’relistening. Providing feedback while the customer
explains a complicated case can make thecustomer’s experience great

Pre-chat surveyYour name: Kate Morgan

It may take a moment, i we get disconnected,
just start a new chat and ask or Henry2f

E-mail: kate.morgan@mail.com

trans er

Visited pages+ New

Visits: 2 pages in 7m 16s

f

Can you add two more to my order?

f#M -wait
B

iveChat Pricing | iveChat Plans
www livechatinc com pricing
iveChat Partner Program
www partners livechatinc com

#

L

L

.

.

/

/

+ Add tagL.

+ Add tag.

.

/info from chat
Create canneddditional
responses
A

Returningon
customer
visits,chats
Create canned responses
the go fromchats
seenyou
yesterda
whenever you noticeastthat
use a phrase regularlyyCameyouromknow
www you’llgoogle use.
com
and for those phrases
: 77

L

6

:

f

G

roup

:

:

S

.

.

Supporta e them your own

M khen you create canned responses just for yourself
rather than the whole team, use your initial at the
beginning of the shortcut to pull up your personalcanned responses quickly. 

W

echnologyT

IP address 1 4 1 1 14 121
OS Device Mac OS 1 14
rowser Chrome
112 11Macintosh Intelser agent Mo illa
Mac OS 1 14
pple ebKit
KHTM , like ecko
Chrome 2
2 1 Sa ari
:

/

:

U

X

L

6.

( 0.

:

B

(

9 . 8 .

.0)(60.0.3

:

z

0_

_0) A

G

.

/5.0 (

3);

W/537.36)/7 .0.36 6. 09

f/537.3638

Advice from the LiveChat Sales Team:
Ticket ID: LHOPQ Copy URL
GeneralCreated: 25 May 2021
april-2021

Last message: 25 may 2021
may-2021

Status:Pending2

june-2021

Source: Ticket form

jule-2021

+ New

Tags:
#

sales

return+ Add tag

+ Add tagTag your chats

Be up to date

Use tags to segment types of sales conversations. Be

If using pricing in your canned responses, make sure

sure your whole team is on the same page as to how

this is updated when your pricing is.

to use these.

6 pm

Details

General Info

Kate Morgan
Kate

KM

MorganKMkate.morgan@mail.com

ro I need to paste the code?

Whe e d1:32 pm local timeNe

w York, NY, United StatesHenry
Let me check that with our tech
team and get back to you. Shall I
use the email you provided?

Check the time

Confirm contact info

If you’re working
withglobally, refer to their
Pre-chatsurcustomers
vey

If you have any technical questions, it’s a great

location to confirm their timezone.

opportunity to collect or confirm contact details. Don’t

Henry

Push notifications

Your name: Kate Morgan

as that.

be afraid to transfer to the tech team or get back to

E-mail: kate.morgan@mail.com

the customer via email after you have consulted them

Readyourself.

Visited pages
Visits: 2 pages in 7m 16s

Robert

LiveChat Pricing | LiveChat Plans

Owww
ur suite is perfect for this use case!
.livechatinc.com/pricing /Suggest the integration.

LiveChat Partner Program

www.partners.livechat.com/
Priv
ate message
Henry
Send

Additional
info
Our Chat
Bot would be perfect foryour use-case. You can save your

Returning customer: 77 visits, 6 chats

agents' time if you integrate ity.
Last seen: yLeste
with
iveCrdahat
Came from: www.google.com
Group: S Support

Ask for help

Send transcript

You can always ask a manager to supervise your chatUse the Send transcript feature to save the chat inso they can send you private notes if you’re unsure

your CRM using integrations, or write the chat ID

what to do in a particular case.

under the customer profile.

39

Want to level up
your agents’ skills
ASAP?
Holler at our sales team to find out everything
you need about our training packages.
Book a call

View it live in our webinars`
Customer's  
first step
Watch our webinar to see how thecustomer-facing side is set up!
Watch webinar

Darek Madetko
Support Hero at LiveChat

40

Dig into our resources
HelpCenter
Check out our Help Centerfor everything LiveChat.

Go to HelpCenter ›Marketplace
Visit our Marketplace  to find integrations withyour favourite tools.

Go to marketplace ›Success
Subscribe to Success by
LiveChat for insights and tips
for customer communication

Go to success ›41