Helvia LiveChat is an application available within ChatBricks, and as a standalone mobile app, which enables Helvia.ai chatbots to seamlessly connect end-users with an organization’s support agents for live-chat, when this is required. LiveChat Agents can manage live-chat requests directly through the ChatBricks platform. Agents can simultaneously manage multiple live-chats with different end-users at the same time. LiveChat Agents can also manage live-chat requests through Microsoft Teams, if the LiveChat app has been installed and configured within the organization’s Microsoft Teams.
Helvia LiveChat features
Interaction with any messaging platform.
Web, Mobile and MS Teams apps for support agents.
Simultaneous chat management: an agent can chat with multiple users simultaneously.
Messaging, audio & video calls.
File upload: both end-users and agents can upload and exchange files.
Transferring a conversation to another agent.
Exportable transcript: the conversation can be exported to an excel file.
Canned responses: common responses (eg “How can I help you?”) can be saved for immediate use by agents, ensuring a standardized way of managing customer requests.
Note taking: agents can keep notes visible only to agents.
Custom actions: creation of custom buttons connecting LiveChat with other services (e.g. to create tickets).
Sound/push notifications can be sent to the agent's browser when:
There is a new LiveChat request.
There is a new message in a conversation.
Integration with CRM (e.g. Microsoft Dynamics, Zendesk).
