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Tools and Roles

Live Chat offers two distinct roles, each with its own unique perspective and capabilities.

The agent is your friendly helper, always ready to answer questions and provide support. They can see all the messages in the chat and respond directly to the customer, ensuring a smooth and helpful agent.

The customer is the star of the show, seeking assistance or information. They can chat with the agent and get the answers they need, all while enjoying a personalized support agent.

Together, they make Live chat a powerful tool for connection and problem-solving!

Customer​

The customer is the person who is seeking help or information. Customers can only engage in conversations through the published chat, which includes an integrated live chat module. To get an comprehensive overview we showcase customer examples on our website, Additionally, we offer a live chat template you can download and are ready to chat in no time.

Agent​

The agent is responsible for answering questions and providing support. They can view all chat messages and reply to the customer. To go to the agent view, you need to log in to the Loyjoy platform and select the "Live chat" option from the left menu.

Sign in​

Sign in to the Loyjoy platform using your credentials. Set up your profile ans add a profile picture.

agent_profile_settings

Understanding the Agent View​

Overview

The toolbar is the main interface for the agent. It contains three main sections (left to right):

  1. Message Overview

This section displays all messages sent by customers and agents. You can filter the messages by all, yours, and closed cases.

When a conversation carries the variable live_chat_topic, its value is shown as a badge next to the customer's name in the message overview. This gives Live Agents the topic of each conversation at a glance, so they can prioritise and pick up the right chats faster. Set the variable in your process to label conversations, for example by using a Questionnaire module.

  1. Chat interface
  1. Technicals datas

Answering costumers messages​

First turn on the switch to identify yourself as online

agent_profile

Then you can start answering the messages.

Assign

Handing over to another agent​

At the top of the chat interface, you can find the live agent switcher displaying the initials of the active agent. By clicking on it, you can see a list of all available agents and select one to hand over the conversation to. This is especially useful when you need to transfer the customer to a colleague with more expertise in a specific area.

Hand over selection

Receiving Files from Customers​

If file attachments are enabled for the Live Chat module, customers can send files directly in the chat, for example photos or documents. Image attachments are shown as a preview, and every file can be downloaded via a button in the chat.

Uploaded files are not scanned for viruses. LoyJoy shows a warning next to every received file, so review file attachments from customers with the same caution as downloads from other external sources.