helvia.ai - ChatBricks Documentation
  • ChatBricks Release Notes
    • Helvia.ai Release 5.77.0
    • Helvia.ai Release 5.76.0
    • Helvia.ai Release 5.75.0
    • Helvia.ai Release 5.74.0
    • Helvia.ai Release 5.73.0
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    • Helvia Release 5.38.0
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    • Helvia Release 5.34.0
    • Helvia Release 5.33.0
    • Helvia Release 5.32.0
    • Helvia Release 5.31.0
    • Helvia Release 5.30.0
    • Helvia Release 5.29.0
    • Helvia Release 5.28.0
    • Helvia Release 5.27.0
    • Helvia Release 5.26.0
    • Helvia Release 5.25.0
    • Helvia.ai Release 5.76.0
  • Helvia.ai LiveChat Guide
    • About helvia.ai LiveChat
      • Helvia.ai LiveChat features
      • How LiveChat works
      • LiveChat for agents - overview
    • LiveChat interface
      • Conversations, Requests and Settings tabs
      • Conversation details pane
      • Action buttons
      • Canned responses
      • Chat pane
    • Managing live-chat requests
      • Accepting a live-chat request
      • Using canned responses
      • Creating canned responses (Agent)
      • Adding notes to a conversation
      • Transferring a live-chat conversation
      • Using automations
      • Ending a live-chat conversation
      • Exporting a conversation transcript
    • LiveChat settings
      • Activate LiveChat
      • LiveChat Admin Settings
        • Canned responses
        • Automations
        • Bot Settings
      • Agent settings (My Settings)
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  1. Helvia.ai LiveChat Guide
  2. LiveChat settings

Activate LiveChat

PreviousLiveChat settingsNextLiveChat Admin Settings

Last updated 10 months ago

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To activate LiveChat, select the 'Settings' tab in the left-hand side menu and then the 'Bot Plugins' tab from the top menu. Select 'LiveChat' from the available plugins, and then the 'Activate' button.

Once LiveChat has bee activated activated, click on the 'Settings' to configure the below.

  • LiveChat availability: switch-on live-chat availability.

  • Live-chat request timeout: set pending expiration time (seconds).

  • Business hours: configure the live-chat operating days and hours. The bot will forward live-chat requests only during the specified time slots (the timezone is your organization's selected timezone in the Organization settings).

  • Live-chat queue configuration: Set the Average Agent Response Time and the Average End-User Waiting Time to provide waiting time information to the End-User, depending on the number of users waiting in queue.

  • LiveChat system messages: The admin can configure the bot-specific LiveChat system messages.

Below you can see the messages to be sent on specific events:

  • Conversation in progress: when a conversation is already in progress.

  • Conversation terminated: when a conversation is terminated.

  • Conversation transferred: when a conversation is transferred to another agent.

  • Generic error: when an error occurs.

  • Live-chat disabled: when live-chat is disabled.

  • Out of business hours: when a request is made out of business hours.

  • Request accepted: when an agent accepts the request.

  • Request already exists: when a request is already pending.

  • Request missed: when the user's request expires.

Once you have completed all the settings and entered the required information, save your work by clicking the 'Save Changes' button at the bottom right of the page.