Organization LiveChat settings page (admins only)

Accessing the LiveChat Settings page

The LiveChat settings page is accessible by the admin and includes the the General Settings, the Canned Responses and the Predefined Actions.

To access the LiveChat Settings page, click the gear icon on the top right, next to your profile and select 'LiveChat Settings' from the menu.

You will then see the LiveChat Settings page.

General Settings

Private/Public mode

In the General Settings, you can select the LiveChat mode, which can be private or public. The private mode restricts agents to view only conversations they have participated in. In the public mode all agents can view all conversations.

Notification for inactivity in conversation

You can configure to send a notification to the agent when a conversation has had no activity for a certain amount of time (in minutes).

Canned responses

Canned responses are pre-written messages that you can use to respond to common questions. These are common responses (eg “How can I help you?”) that can be saved for immediate use by agents, ensuring a standardized way of managing customer requests.

To create a canned response as an admin, click the 'Create response' button and fill out the information in the window that pops up. Specifically, add the below:

• Button title: this is the name of the button that the agent will see to select this canned response.

• Message: the message that will be sent to the end user if the agent selects the specific response.

• Who can view this response: select the owner only or all users.

• Select which bots this response will be available for.

Once you have finished, click 'Save Changes'.

Predefined actions

Predefined actions to assist agents with actions, like raising a ticket. For some action button set up the IT team will need to get involved to work together with Helvia’s technical team. To add a predefined action, click the the ‘Create action’ button and fill out the information in the window that pops up. Specifically, add the below:

• Button title: this is the name of the button that the agent will see to select this predefined action.

• Action URL: the URL that will be used for the predefined action.

• Who can view this action: select the owner only or all users.

• Select which bots this action will be available for.

• Select on which event this action will run automatically for, i.e. on missed chat or terminated chat.

• Add custom fields if you want LiveChat agents to be able to add information manually before triggering a predefined action.

Please note that the Helvia team will need to be consulted for any required integrations for the custom fields.

Once you have finished, click 'Save Changes'.