with Jakub Świerczak and Justyna Janowska and Daniel Zielinski
Learn how to get your LiveChat going, how to use agent’s app and get more chats.
The webinar covers following topics:
Place LiveChat on your website,
Get the applications,
Chat with customers and create tickets,
Navigate the settings,
Get information from your archives and reports.
Video from webinar
Questions asked during the webinar
If there are no agents online, will a chat message be sent to all agents via email or can you direct it to one agent?
You can direct the email notification to one agent only by unticking the New ticket emails notification box in your agents’ profiles:
Is there a way to download the post-chat survey data as a pie chart graphics?
No, such chart is displayed in the Reports section. You can export the data from LiveChat in Enterprise plan and create a pie chart graphic on your own though.
Can one agent have more than 6 chats at the same time?
Yes, one agent can respond to 99 chats at the same time.
How do I change the email address in my profile?
You can’t change an existing agent’s email, but you can create a new agent account with your new email and use it to log in from now on:
Provide the new e-mail address as the new Agent’s e-mail.
Set right permissions, then log out, check the inbox associated with the new e-mail address and click “Launch app” in your invitation e-mail.
Can you pass an ongoing chat to another agent?
Yes, each ongoing chat can be transferred to other agents and groups.
Do you have any suggestions related to supervision?
Use it to type some suggestions to your colleagues. For example, ‘Tell them about our discounts”. It’s also a great tool for training newly hired agents.
Is it possible for every chat to be automatically ticketed and transferred to Zendesk?
Can I initiate a chat myself or do I need to have to wait for a customer to do it?
You can initiate a chat with a customer by using the greetings feature. For example, you can invite a customer automatically when he or she enters a specific page. Additionally, you can invite customers manually from the Visitors section. Here is how you can set up greetings – https://www.livechat.com/help/why-should-i-set-up-chat-greetings/
I want to have LiveChat on one of my sites created using WIX. Do I go through registration on your web site or just add it from WIX’s menu?
In order to connect LiveChat you need to create an account with us first.
If you set up a greeting to be given to someone that comes from a specific url but you also have a greeting that pops up after they’ve been on the site for a certain amount of time, will the person get 2 greetings? And if not, which one do they get?
Sending multiple greetings to the same customer can become an overwhelming experience and can be considered as nagging. Because of this, you are allowed to send only one.
Can Live Chat notify you when a new chat has started?
Yes, there’s a popup and sound notification that will definitely let you know that there is a customer waiting for a reply.
Is there a dashboard for supervisors that lists all chats?
Yes, there’s one. It provides you with some key chat and ticket related metrics. It can’t be used to supervise ongoing chats though. You can use visitors tab on https://my.livechatinc.com or login here https://dashboard.livechatinc.com.
Do you offer remote access services we can use to take control of a user’s computer if needed?
Yes, we offer integrations with 3rd party co-browsing and desktop sharing apps like Join.me, TeamViewer or LogMeIn. Take a look on our app marketplace.
Is there any type of alert to notify you if chat is not available on your site? For example, if all agents set the Not accepting chats status?
No, there’s no such notification currently available.
Does a supervisor count as a concurrent agent?
Yes, regardless of their roles, all logged in agents counts toward to the number of “seats” used, which is the total number of agents that can be logged in to LiveChat at one time.
Can we email a link to chat in our marketing campaigns?
Yes, you can add a direct chat link to your email signature or marketing campaigns. It will open the chat in a separate tab.
Do you have, or plan to have, a “Call me back” option?
We don’t plan on introducing such functionality.
hosted by
Jakub Świerczak
Key Account Manager
Fighting problems of our customers with passion and commitment. His work motto is “If our customers are happy it means I’m doing a good job”.
Justyna Janowska
Customer Support Hero
Justyna is a natural when it comes to customer service. She handles all customer cases with great care and dedication.
Daniel Zielinski
Marketing specialist
Customer-focused guy. Daniel is always willing to go the extra mile to get the job done. A rebel to the status quo. He loves a challenge. Known to be a book freak and avid long distance runner.