Livechats
Manage a repository of all human-to-human chats.
Livechats use interactions, a consumable resource in Proto AICX.
Requires various permissions to view, manage, transfer, export, and download livechats at the individual or team levels.
A livechat is between a person in a messaging channel and a live rep in Proto AICX.
Starting a Livechat
In Proto AICX, all chats are initiated by a person on a messaging channel with an AI assistant.
If the assistant has a Human Handoff action, it can transfer the chat to a user (a "live rep") in your company. Chat assignment settings determine which rep and/or team of reps receive inbound chats.
Reps participate in livechats through the Inbox dashboard, a consolidated, realtime display of all AI chats, livechats, and email tickets.
Reply to a Livechat
Livechats are representative of a messaging thread on channels like WhatsApp, Messenger, and Webchat. The thread's participants can send a new message at any time.
In the Inbox dashboard, select the livechat from the Inbox panel.
The chat will be opened with all prior messages visible from the person, AI assistants, and any contributing reps. Insert a reply into the message editor.
Press Send or Takeover & Send.
See Inbox for details on:
Modifying or translating livechat content with AI.
Replying to livechats with an alias.
Transferring livechats to another rep or team.
Adding attachments, emojis, or variable content to livechats.
Adding internal notes to livechats.
For additional livechat options, see:
Banning — ban abusive people from participating in livechat.
Canned Replies — apply preset messages to livechat replies.
Chat Assignment — configure how live reps are assigned new chats.
Manage a Livechat
Go to the Inbox or Livechat dashboards, and select a livechat.
The opened Conversation/Livechat panel contains various categories of details:
Assignee — the live rep currently assigned the chat, if any.
Assigned teams — the team(s) currently assigned the chat, if any.
Person — the name of the person if registered, otherwise "Unknown".
Details
Livechat ID — the static chat ID assigned by Proto.
App — the messaging channel facilitating the chat.
Description — editable value for live reps to describe the chat.
Status — the chat's current status used for filtering, with the following options: Open, Pending, Overdue, Resolved, and Closed.
Created — date and time the chat started.
Rating — the person's voluntary rating from the Collect Feedback action in a Webchat.
Custom Fields
A list of all custom fields for a chat. These are editable inputs unique to the company.
Notes
A list of all internal notes written by live reps, logging pertinent information for the chat. Each note shows the author's avatar and creation timestamp.
When creating/editing, use the colour picker to set a note's background colour, distinguishing it from other notes.
Tags
A list of tags assigned to the chat, used for filtering during livechat searches.
Find Livechats
In the Livechat dashboard, find chats with the:
Search field — input text to filter chats in the table by keyword match.
Tags filter — select one or more tags to filter down to chats with those tags.
Pagination — below the table, input the number of chats to display in the current table page, and navigate pages.
Export Livechats
See Exports for details.
Delete Livechats
Go to the Livechats dashboard.
In the Livechats table, select one or more chat by its checkbox.
Select Delete Livechats and confirm.
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