Livechat

Connect end-users with your support team in real time

Not every conversation can be resolved by an AI agent. When a user needs human help, whether for a complex issue, a sensitive request, or simply a preference for speaking to a real person, LiveChat routes the conversation to a member of your support team. The user stays in the same channel without switching tools or starting over.

LiveChat is not a separate system. It is built into the workflow: you control exactly when and where a handoff happens by placing a LiveChat node in your agent's workflow. The node routes through a LiveChat plugin, either the platform's built-in Helvia LiveChat or a third-party provider like Cisco, Zendesk, or Genesys.

With Helvia LiveChat, your support team manages conversations directly from the LiveChat view, with full access to conversation history, internal notes, and collaboration tools.

How LiveChat Works

The handoff follows four steps:

1

The Workflow Triggers a Handoff

A LiveChat node in your workflow is reached. This can happen through intent detection, a menu selection, or any other workflow logic you define.

2

The Plugin Routes the Request

The active LiveChat plugin receives the request and routes it to available support team members. The plugin configuration determines business hours, request timeout, and the system messages users see while waiting.

3

A Team Member Accepts the Request

A support member sees the incoming request in the LiveChat Inbox and accepts it. They can view the conversation history from before the handoff, giving them full context.

4

Control Returns to the AI Agent

When support ends the conversation, control passes back to the AI agent. The user can continue interacting with the automated workflow or start a new conversation.

LiveChat Providers

Four plugins are available for routing LiveChat requests:

• Helvia LiveChat: The platform's built-in solution. Works out of the box with no external integration. Offers the most flexibility and customization

• Cisco Customer Collaboration: Routes conversations to Cisco Customer Collaboration Platform.

• Zendesk Livechat: Connects to your Zendesk live chat infrastructure

• Genesys: Integrates with the Genesys Cloud platform

The rest of this page focuses on Helvia LiveChat. For plugin configuration (business hours, request timeout, system messages, and more), see the Plugins page.

Helvia LiveChat requires no integration setup. Third-party plugins need an integration configured in Workspace > Integrations before they can be activated.

Enabling LiveChat

To give team members access to the LiveChat view, go to user settings in Workspace > Users and assign the LiveChat Agent or LiveChat Admin application role to each user. LiveChat team members can handle conversations and manage their own settings. LiveChat Admins can also configure workspace-level settings through the Admin Panel.

Once the role is assigned, the LiveChat view appears in the top navigation alongside Workspace, Designer, and Observatory for that user.

Inbox & History

Accept, respond to, and manage live conversations in real time. Review past requests and missed conversations in History

Conversation Tools

Transfer or invite team members, use canned responses, add internal notes, share attachments, and trigger automations

Settings & Administration

Configure personal preferences and control LiveChat behavior per agent from the Admin Panel

The Inbox

The Inbox is where your support team spends most of their time. It displays conversations across three tabs:

• New: Incoming requests waiting to be accepted

• Open: Active conversations currently being handled

• Closed: Finished conversations available for review

Throughout the LiveChat experience, end-users see system messages at key moments like waiting for a team member, being transferred, or when a conversation ends. All of these messages are configurable in the LiveChat plugin settings.

Accepting a Request

When a user triggers a LiveChat handoff, the request appears in the New tab. Select it to see a preview, then accept to start the conversation. Once accepted, the conversation window opens with the full conversation.

Working in a Conversation

The conversation window displays the ongoing conversation between you and the end-user. Use the Show chat history button to review what the user discussed with the AI agent before the handoff. This gives you the context you need without asking the user to repeat themselves.

Conversation Tools

LiveChat provides a set of tools designed to support the live experience and help your team respond faster, collaborate, and keep conversations organized.

Canned Responses

Insert pre-written reply templates for common questions. Access them from the conversation window to respond faster without retyping

Notes

Add internal notes to a conversation. Visible only to your support team, not the end-user. Useful for documenting context before a transfer

Transfer & Invite

Transfer hands the conversation to another team member entirely. Invite adds a team member to the current conversation so multiple people can collaborate

Automations

Trigger external actions like creating a CRM ticket or looking up account information. Configured by admins in the Admin Panel

Export Transcript

Download the conversation as a file for record-keeping, compliance, or sharing with your team

Attachments

Use attachments to send documents, images or any other files the end-user needs

Ending a Conversation

Select End Conversation to close the session. A confirmation prompt appears before the conversation is finalized. Once ended, control returns to the AI agent so the end-user can continue interacting with the automated workflow.

Conversations left inactive are automatically closed after a configurable timeout period. Set this in the LiveChat plugin settings.

Conversation Details

Toggle the details panel using the expand button in the conversation view. When open, it provides context about the user and the session. This helps you respond with relevant information without asking the user to repeat details they already provided.

• Conversation details: Track the conversation status, ID, who is handling it, and any tags assigned. Use the conversation ID when referencing a specific interaction in reports or API calls

• User details: See what the AI agent collected before the handoff, such as the user's name, email, and phone number, so you can personalize your response

• Contact info: Access customer records from your CRM without switching tools. Requires an active CRM plugin

• Pre-chat survey: Review answers the user submitted after requesting live chat but before a team member accepted. Use this to understand the issue before the conversation starts

• Notes: Leave internal notes for your team during or after the conversation. These are never visible to the end-user

Reviewing History

Go to LiveChat > History to review past LiveChat requests. History provides the same detailed view as the Inbox but for completed and missed conversations. Select any past request to drill into the details:

• See which team member handled the request and its outcome status

• Open the conversation directly in the Inbox view

• Review user details, contact info, metadata and pre-chat survey responses collected before the start of the live session

• Track missed requests where no one picked up before the timeout to identify staffing gaps

For aggregate LiveChat metrics like containment rate, response times, and duration, see the LiveChat tab in Analytics.

Personalizing Your LiveChat Settings

Each LiveChat user can configure their own preferences without affecting other team members in LiveChat > My Settings.

Sound Notifications

Toggle sounds for new conversation messages and incoming requests separately. Keep request sounds enabled to avoid missing new handoffs.

Browser Notifications

Enable push notifications so you receive alerts even when the LiveChat tab is not in focus. Requires browser-level permission to be granted.

Send Message Behavior

Choose between pressing Enter to send messages or clicking the Send button. Pick whichever matches your workflow.

Spell Check

Enable spell check support to catch typos before sending messages to end-users.

Managing LiveChat as an Admin

The Admin Panel is only available to users with the LiveChat Admin role. It controls workspace-level LiveChat settings that apply across your entire support team.

Plugin-level settings like business hours, request timeout, and system messages are configured separately. See the Plugins page.

Admin Panel Tab	Description
Settings	Global LiveChat configuration covering general settings, language preferences, AI Agent Assistant, and user group LiveChat settings
Canned Responses	Create and manage pre-written reply templates organized by category. Control visibility and availability per response
Automations	Configure custom action buttons that link to automation, allowing your team to create support tickets or look up customer data without leaving LiveChat
Agent Settings	Per-agent configuration: toggle LiveChat availability, control how names appear to end-users (agent masking), and customize system messages per language
Transcripts	Download conversation transcripts in bulk. Filter by status, agent, and date range

CRM Integration

The Contact Info tab in the conversation details shows customer records pulled from your CRM. This gives your support team access to account status and other customer data without switching tools. To enable CRM data in LiveChat, activate a CRM plugin (such as Microsoft Dynamics or Zendesk) in your agent's plugin settings.

Tracking Issues with Tickets

Use automations to create support tickets from within LiveChat conversations. When a conversation needs follow-up after it ends, an automation can trigger your ticketing plugin (such as Zendesk) to sync a ticket to your external system.

Automations can run at different moments: directly during a conversation, after a conversation is ended, or when a request is missed. This means tickets can be created proactively by a team member or automatically based on the conversation outcome. Configure automations in the Admin Panel > Automations and set up your ticketing plugin in Plugins.

Best Practices

• Set business hours before going live: Configure LiveChat business hours in the plugin settings to avoid routing requests when no one is online

• Use canned responses for repetitive questions: Pre-written templates for greetings, common answers, and closing messages reduce response time and keep the tone consistent

• Add notes before transferring: When handing off a conversation, leave a note summarizing the issue and any actions taken so the next team member has full context

• Enable inactivity notifications: Set a reasonable timeout in the Admin Panel so your team is alerted before users wait too long

• Choose the right mode for your team: Use Private mode for dedicated queues, Public when shared visibility helps the team coordinate

• Review missed requests in History: Missed requests indicate staffing gaps or business hours that need adjustment

You can now route conversations to your support team, manage LiveChat requests from the Inbox, and configure the LiveChat experience for your organization.