Configuring Welcome or Out-of-Office Messages

You can define the online messages and offline messages that appear on a web widget when a customer visits your website. Before You Begin Ensure that the Inbound Chat message  field of the services to which you want to route a chat (that is, chat services) contains a message template. The Inbound Chat message field appears on the Settings tab of the...

Configuring a Chat Widget

This article describes the procedure to create a Chat widget on the LiveVox portal. Before You Begin To configure a Chat widget: Ensure that the Inbound Chat message field of the services to which you want to route a chat (that is, chat services) contains a message template. The Inbound Chat message field appears on the Settings tab of the Services ...

Setting Up Proactive Chat Rules

You can proactively initiate a chat when a customer visits your website by displaying a chat invitation message that is triggered by one or more rules, each of which contains one or more conditions. A condition is composed of a variable, an operator, and a value. You can define the rules based on customer behavior. For example, you can initiate a ch...

Deploying a Widget

A web widget is an independent application that you can include on your website. You can use a web widget to enable your customers (including visitors) to chat with an agent, access Knowledge Base (KB) articles, or submit a ticket.  If there is an existing web widget, you can deploy the same widget on your website by copying the code associated with...

Understanding the Chat Monitoring Options

The Monitor  tab of the LiveVox Portal contains a dashboard that displays chat statistics and monitors the chat queues of your agents in real time. The Chat Monitor dashboard is available at the enterprise, call center, and service levels. On the dashboard, you can also view the entire chat conversation in an active chat thread and view the profile ...

Setting Up Predefined Responses for Chat

You can reduce the time that agents need to respond to chat messages by storing common responses that can be sent to customers as quick responses (predefined responses). These predefined responses ensure that the messages sent by the agents are consistent and adhere to your business standards. A group of predefined responses (messages) is known as a...

Creating a Chat Bot and Assigning it to a Chat Widget

This article describes the basic, high-level procedure to create a chat bot and to assign the bot to a chat widget. Before You Begin Ensure that your LiveVox Bot account is set up and you have created a password for your account. For assistance, contact the LiveVox Customer Care Team. Creating a Chat Bot To create a chat bot: Log in to LiveVox Bot. ...

Setting Up and Enabling an Agent for Chat

To ensure that chat messages sent by your customers reach an agent, the agent must be set up for and enabled on Chat.   Before You Begin Ensure that you record the services associated with the web widget. Setting Up and Enabling an Agent on Chat To set up and enable an agent for Chat: Log in to the LiveVox Portal. On the Configure tab, click Service...