Information panel¶
The Live Chat information panel provides agents with the context they need to handle live chat conversations efficiently. It gathers key information about the visitor and the conversation history, allowing agents to respond faster and avoid repetitive messaging.
Accessing the info panel¶
To view the info panel, open a live chat conversation either in the Discuss app or the Live Chat app. Live chat discussions in the Discuss app are listed on the left side panel, under the title of the live chat channel where the conversation began. In the Live Chat app, conversations can be accessed by navigating to .
The information panel appears on the right side of the conversation. Click the (information) icon to toggle the info panel open or closed.
Contact information¶
If the live chat conversation involves a known contact, a View Contact button appears at the top of the panel. Clicking this button opens the contact record for the customer, without closing the conversation. The contact record links to the customers” sales, invoices, meetings, and previous live chat sessions.
Status¶
In an active livechat conversation, the Status can be set to allow agents to identify conversations that require immediate action, and inform other agents which conversations require their expertise at any given time.
In progress¶
The In progress status is the default status for a conversation. This status indicates that the customer is waiting for a response from an agent.
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If a conversation is set to Waiting for customer, it will revert to In progress as soon as the customer sends a new message.
Waiting for customer¶
The Waiting for customer status indicates that an agent has sent a message to the customer and is waiting for a response. When this status is applied, the conversation is highlighted in yellow with a (hourglass) icon.
Important
The Waiting for customer status must be manually applied.
Looking for help¶
If a conversation is marked with the status Looking for help, it moves from its original channel name heading to the Looking for help heading, and the (exclamation circle) icon is added. Any user with Live Chat permissions can view or join these conversations, even if they are not currently active in a live chat channel.
If a conversation with the Looking for help status has an expertise listed that matches the user’s, the conversation is marked with a (star) icon.
To join a conversation in progress, click the (sign in) icon at the top of the information panel. Doing so moves the conversation back to the channel heading and reverts the status to In progress. The customer is also informed that a new user has joined the chat.
If the icon does not appear, manually set the status to In progress to inform other agents the conversation is being handled.
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All conversations that have been tagged with the status Looking for help can be found by navigating to . Use the filters to find the appropriate session date.
Notes¶
The Notes field allows agents to leave comments about the conversation, recap the situation when transferring it to another agent, or to add context to the conversation that can be viewed later in reporting.
Chatbot answers¶
If the conversation was forwarded from a chatbot, the answers selected from the chatbot are included on the information panel under Chatbot answers.
Expertise¶
The Expertise field allows agents to designate the topic of conversation to a specific skillset or knowledge scope. This helps to categorize the conversation for assignment purposes, as well as issue tacking and enchanced reporting. Click into the field and select one or more options from the drop-down list.
Country & language¶
The Country & Language section identifies where the customer is located, and their language. A visitor’s language is determined via their browser’s language settings.
Note
Conversations are assigned to operators based on a number of criteria, including availability and the number of ongoing conversations. While the operator’s main language and additional languages are taken into consideration, they do not supersede all other criteria.
Recent conversations¶
Any recent live chat conversations with this customer also appear in the information panel. Click on the (external link) icon on the ticket title to open the conversation in a new tab.
Open tickets¶
Any open Helpdesk tickets created by the customer also appear in the information panel. Click on the (external link) icon on the ticket title to open the ticket record in a new tab.
Outcome¶
For closed conversations, the Outcome field defines how the conversation concluded:
No Answer: assigned when the customer does not respond to the agent. This usually occurs when the session is initiated, but the customer does not engage or send additional messages.
No One Available: assigned when no agents are available to respond to the customer. This occurs when the session is initiated, but no operator is online or available to be assigned to the chat.
Success: assigned when the live chat session is completed successfully. This outcome does not depend the customer providing a positive rating, it is dependent on the session being resolved without escalation or failure.
Escalated: assigned when the session is forwarded to another operator. This indicates the initial operator could not resolve the issue, and required assistance.
Send conversation¶
When the conversation is complete, scroll to the bottom of the info panel. The email address in the field can be edited to send to a different address.click the (paper plane) icon to send a copy of the conversation transcript.
