Live Chat Overview live-chat-overview
Live chat allows website visitors to engage in real-time chat conversations with your sales agents.
Add Live Chat Agents add-live-chat-agents
To get started with live chat, you’ll need to add your live chat agents as users in the Adobe Admin Console and give them the Live Chat permission. After this is done, you can then add a live chat card to a new or existing Dialogue.
When visitors request to chat with an agent through your Dialogue, agents will have multiple notification options. When they click on the notification, they’ll be taken to their Agent Inbox where they can begin chatting with the visitor.
Using the Live Chat Card using-the-live-chat-card
Use the live chat card in the Stream Designer when you want visitors to chat with a live agent.
Best Practices best-practices
- Use a question card before the live chat card asking the visitor if they’d like to connect.
- After the visitor agrees to connect, use the information capture card to collect some of their info, like first/last name, email address, job title, etc. (it’s recommended to at least request first name and email address).
Live Chat Card Options live-chat-card-options
Clicking on the live chat card in the stream allows you to choose how the visitor gets routed. Choose from round robin, an agent, custom rules, or a team.
Live Chat Notifications live-chat-notifications
In order to receive browser notifications for live chat, all live chat agents must enable browser notifications for Dynamic Chat when prompted.
Enabling Notifications enabling-notifications
Live chat agents will see a banner at the top of the screen when they log in that reads “Please enable browser notifications to receive live chat notifications.” Click Enable.
Live chat agents will then be prompted by the browser to show notifications. Click Allow.
If agents do not get browser notifications even after allowing in the browser, they may need to enable notifications for the browser in the OS notification settings:
When a Live Chat is Routed to an Agent when-a-live-chat-is-routed-to-an-agent
When a live chat is routed to an agent, they’ll see a blue banner across the top of the screen asking them to accept.
- Enable browser notifications in Google Chrome
- Enable browser notifications in Mozilla Firefox
Things to Note things-to-note
- Agents have 45 seconds to respond before the “Accept chat” message times out. After that, visitors will receive the fallback message. For Dynamic Chat Prime subscribers who have the routing option set to Team, one more agent will be tried before the fallback message appears.
- There is a limit of 10 live chats per agent at this time.