Agent panel

Find out everything about the agent panel in Live Chat. This includes session info, merging previous issues into one conversation, and a typing indicator. The typing indicator shows when the customer is typing, so you can prepare an answer and provide an immediate solution.

Live Chat session info

In all Live Chat conversations, you can see which website page the customer used to start the conversation. You can also see which browser and device the customer is using.

Previous conversations

A visitor might have multiple conversations during a single session on the website. You can review previous communication from the same visitor. You can merge conversations into one if they relate to the same topic.

Typing indicator

During a conversation, you can see that the customer started typing and what exactly they are typing – a sneak peek of the message. With the sneak peek feature, you gain insight into customer questions. You can start preparing a reply to provide quick resolution when possible.

Calls in Live Chat

Instead of sending messages, use calls and screen sharing in Live Chat mobile to resolve complex customer issues. You do not need to leave the chat or application. Through the Live Chat mobile widget, start a call with full multichannel support. You can share the mobile screen while participating in Live Chat conversations.

With this feature, you can:

• Initiate the call (voice/audio) from the existing Live Chat conversations
• Share the screen from user to agent and from agent to user

Agent experience

To start a call and/or generate the call link:

1. Select the LiveChat calls icon.
2. Once clicked, the calls modal appears where you can choose between two options:
   1. Start a call
   2. Generate call link
3. When the call starts, and the customer answers it, you will see the following options:
   • Minimize/Expand view
   • End call
   • Mute/Unmute microphone
   • Turn camera on/Turn camera off
   • Share screen
   • Sound on/Sound off
   • Switch camera
   • Dial pad
   
4. To hide the options menu, tap the screen. Additionally, you can minimize the call modal and share your screen as needed.

Customer experience

1. When a customer requests a call and the agent starts it, a modal appears on the screen where they have the option to decline or answer the agent call.
2. Once they answer the call, the customer sees the following options:
   • End call
   • Mute/Unmute microphone
   • Turn camera on/Turn camera off
   • Share screen
   • Minimize/Expand view
   
3. To hide the options menu, the customer needs to tap the screen. They can minimize the call modal and share their screen as needed.