Helvia LiveChat features

Helvia LiveChat includes the following 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).

• Fully integratable with webhooks.

• Actionable analytics insights.

Conversations, Requests and Settings tabs

You can view the full conversation the end-user had with the chatbot by clicking on the 'Show chat history' button in the conversation.

Conversation details pane

Within a conversation, in the right-hand panel you can see the conversation details, and you can access the the different functions available to assist you with managing the conversation.

Conversation details

This is the central view, where you can see the conversation details, and more re specifically:

• Conversation status: if it is active or finished.

• Conversation ID: an internal ID for the LiveChat app to identify the specific conversation.

• Assigned to: appers the name of the LiveChat agent that the conversation was assigned to.

• Platform origin: the URL where the end-user accesses the chat from (e.g. an application, or a specific website).

• Live agent: the name of the agent who is managing the conversation.

Pre-chat survey

In this section you can view the details of the survey the end-user had after requesting the live-just and before the agent accepts it. The steps of this survey are configurable by the bot administrator and it is not necessary to have a pre-chat survey.

Conversation notes

In the conversation notes section the agent can keep notes that are visible to the agents only and can also be used for internal communication between the agents for the particular conversation.

Action buttons

The below action buttons are available to assist you with managing a conversation effectively.

Invite agents

You can invite agents to join the conversation or to transfer the conversation to another agent or group from the list.

Predefined actions

You can select to use a custom button that has been created to connect LiveChat with other services (e.g. to create tickets in the CRM).

Export transcript

You can use this button to export the conversation transcript in an xls format.

User Details

You can view the user information available to LiveChat, through integrations with other services or if the user has submitted this info to the chatbot.

End conversation

To finish a conversation you need to add the 'End conversation' button.

Expand/Collapse conversation details pane

This button allows you to expand/collapse the conversation details pane, depending on your preferences.