How can we help?

Home > General > Chats

Resolving a Stuck Chat Issue in LiveAgent

Customer context: The customer is experiencing a chat that has been stuck for 2 hours, which they cannot manage or complete. Customer question: Help me to finish a chat stuck for 2 hours, which we can not take nor finish. Solution: We apologize for the inconvenience. To resolve this issue, our support agent will need to request assistance from our developers. In the long term, our development team is working on a solution to prevent such occurrences in the future.

What is FlowHunt?

Customer context: The customer is inquiring about a tool called FlowHunt and its relationship to LiveAgent. Customer: What is FlowHunt? Answer: FlowHunt is a no-code platform for building AI tools and chatbots. It is developed by the same company as LiveAgent software and although it can be used as a standalone tool for various AI use cases it will also function as the main AI provider for LiveAgent's AI-powered features, such as chatbots and answer assistants. While LiveAgent is working on i...

How can I invite certain agent to chat?

Customer context: The customer is using LiveAgent helpdesk software and is currently in charge of managing chats. They are experiencing issues regarding inviting certain agents to engage in ongoing chat discussions. Customer: How can I invite certain agent to chat? Answer: To be eligible for chat invitations, agents need to be enabled for at least one service availability (tickets/chats/calls). In addition, they must also have chat permissions enabled for the specific department where the chat...

How can I integrate your live chat functionality into my Laravel application?

Customer context: The customer is using a Laravel application and wishes to incorporate the live chat functionality of our LiveAgent software into it. Customer: How can I integrate your live chat functionality into my Laravel application? Answer: You can easily integrate LiveAgent's chat functionality into your Laravel application. Go to Configuration > Chat > Chat buttons > edit button > Integration and add it within <body> tags in your main layout file.

Can I download a report to see the starting URL of each chat session?

Customer context: A customer is interested in tracking where their chat sessions start in terms of the source URL. They want to know if this data can be accessed via a downloadable report. Customer: Can I download a report to see the starting URL of each chat session? Answer: Currently, the only way to obtain the 'start URL' from tickets is by using our API. Please refer to our [API documentation](https://mycompany.ladesk.com/docs/api/v3/index.php#/tickets/getTicketMessageGroups). Once you dis...

Can I receive additional notifications for new chats in LiveAgent?

Customer context: The customer uses the LiveAgent software and wants to know if they can receive additional notifications when they receive a chat while working in their browser agent panel. Customer: Can I receive additional notifications for new chats in LiveAgent on email or via sms while I am working in my agent panel in browser? Answer: The chat will ring in your LiveAgent panel or in your mobile LiveAgent app. Currently, there's no way to notify you when chat is ringing, only when a chat...

Can I set up unique widgets for each of my online shops, and identify which shop the customers are contacting from?

Customer context: The customer operates numerous online shops, and aims to offer dedicated customer support for each shop through LiveAgent. Customer: Can I set up unique widgets for each of my online shops, and identify which shop the customers are contacting from? Answer: Yes, you can create multiple chat widgets in Configuration > Chat > Chat buttons for each of your online shops. To identify which shop the customer is contacting from, integrate each widget to its respective shop's w...

What if I want to provide my customers with chat support only within a specific time-frame?

Customer context: The customer wants to know how to provide chat support only within a specific time-frame Customer: What if I want to provide my customers with chat support only within a specific time-frame? Answer: There's an option to automatically display or hide the chat button on your website within specific hours. All the details can be found here: https://support.liveagent.com/010535-Automatically-enabledisable-chat-button-during-business-hours

How can I integrate the chat button into the mobile app?

Customer context: A customer wants to integrate a chat button into their mobile app. Customer: How can I integrate the chat button into the mobile app? Answer: Unfortunately, LiveAgent doesn't offer an SDK for mobile. However, you can start chatting from a mobile app by clicking on a link, which will open a chat window in the browser (in popup mode). This method can also be used in emails or websites. It's especially useful if you can't use the JavaScript chat button code or you want to provid...

How can I test the online chat functionality and see what it looks like on the admin end?

Customer context: A customer wants to test the online chat functionality and see its appearance on the admin end. Customer: How can I test the online chat functionality and see what it looks like on the admin end? Answer: To test the online chat functionality you'll need to create a chat button , please navigate to Configuration > Chat > Chat buttons section > Create. After creating the chat button, open its settings and click on the "Preview and test" button. To add the chat button t...

How do I ensure that our company receives the chat transcript whenever one of our agents finishes a chat?

Customer context: A customer wants to know how to receive chat transcripts after a chat session is completed. Customer: How can I set up our system to receive chat transcripts when a conversation ends? Answer: To receive chat transcripts, you can create an automation rule in LiveAgent. Go to Configuration > Automation > Rules. There, you can create a rule to automatically send the chat transcript to your desired email address. For detailed instructions, visit this link: https://support.l...

How do I use emojis in LiveAgent chat?

Customer context: The customer wants to use emojis in the LiveAgent for live chats. Customer: How do I use emojis in LiveAgent chat? Answer: LiveAgent is fully compatible with Emojis, as long as you're using Mac OS X (or higher) or Windows 10 (or higher). Emojis can be sent through the LiveChat, but there's no dedicated button to access the emoji overview screen. To access Emoji on your computer, use the following shortcuts: Windows 10 - ⊞ Win + . ; OS X - Ctrl + ⌘ Command + Space.

How do I restrict or limit chats from specific countries?

Customer context: A customer wants to restrict or limit LiveAgent chats from specific countries on their website. Customer: How do I restrict or limit chats from specific countries? Answer: To restrict or limit chats from specific countries, you need to implement a custom script on your website that uses the free API at https://ipapi.co/ to determine the visitor's country based on their IP address. Replace "XXXXXXX" in the script with the URL of your LiveAgent and the chat button ID. This scri...

Can I set up a pre-chat form for my inline chat link?

Customer context: A user wants to provide a convenient way for customers to access the chat window on desktop devices with an inline chat link, and is inquiring about the integration of a pre-chat form. Customer: Can I set up a pre-chat form for my inline chat link? Answer: Unfortunately, the inline chat feature does not support the integration of a pre-chat form. If you wish to use a pre-chat form, you will need to integrate the chat button directly onto a page instead of using an inline chat...

How is the number of missed chats calculated?

Customer context: The customer is using the LiveAgent helpdesk software and wants to understand how missed chat numbers are calculated. Customer: How is the number of missed chats calculated? Answer: Missed chats are calculated based on the "Routing time" set up in Configuration > Chat > Chat settings section. If an agent doesn't answer a chat within the routing time window, the chat is counted as missed. The chat will be transferred to the next available agent or, if there is only one a...

Can I see a contact group when opening a chat with a customer?

Customer context: A customer wants to know if a contact group is shown when opening a chat with a customer and if it will be visible in the personal details section if the contact belongs to a group. Customer: Can I see a contact group when opening a chat with a customer? Answer: Yes, when you open a chat with a customer, the contact group they belong to will be visible in the personal details section, provided they have been added to a specific group previously.

Can I set operating hours for a chat?

Customer context: A customer is using LiveAgent chat support and wants to set specific operating hours for their chat button. Customer: Can I set operating hours for a chat? Answer: Yes, you can set up operating hours for your chat button by using javascript. Follow the instructions provided in the LiveAgent support documentation: https://support.liveagent.com/010535-Automatically-enabledisable-chat-button-during-business-hours.

Can I view the chat conversations of my agents in real-time?

Customer context: A customer wants to know if they can view their agents' chat conversations in real time within LiveAgent. Customer: Can I view the chat conversations of my agents in real-time? Answer: Yes, you can navigate to the chat overview section and click on the eye icon near the ongoing chat. The conversation will open and you are able to read the content of it.

Can LiveAgent chat translate messages from visitors to English?

Customer context: A customer with a diverse visitor base wants to know if LiveAgent can translate visitor messages into English. Customer: Can LiveAgent chat translate messages from visitors to English? Answer: No, unfortunately, this option is not available. You are only able to set up the language for the widget itself, however, the translation feature is not included.

Can I fix my chat button on 1 domain only?

Customer context: A customer with a website wants to implement a chat button on their domain. Customer: Can I fix my chat button on 1 domain only? Answer: The chat button isn't fixed for one domain only. The widget can be visible on all of the web pages where you place its code before the </BODY> tag.

Can I ban a visitor from starting a chat?

Customer context: The customer wants to know if they can ban a visitor from starting a chat in LiveAgent. Customer: Can I ban a visitor from starting a chat? Answer: Yes, you can ban a visitor with disruptive behavior by using the "ban user's IP" option. Click on the 3 dots icon next to their "Requested by" visitor ID to access this option.

Why does a chat ring to an agent when all their chat slots are full?

Customer context: A customer is experiencing unexpected chat sessions assigned to an agent, even when the agent already seems to have all of their chat slots full. Customer: Why does a chat ring to an agent when all their chat slots are full? Answer: If neither customer nor agent sends messages for the time defined in Configuration > Chat > Inactivity Time, the chat becomes inactive. When a chat is inactive, it frees up a slot, and a new incoming chat can start ringing to the agent.

Can I change the maximum number of chats that my agents can have at the same time?

Customer context: A customer wants to adjust the maximum number of simultaneous chats for their agents. Customer: Can I change the maximum number of chats that my agents can have at the same time? Answer: You can adjust the maximum chat load of your agents by going to Configuration > Agents > edit agent > Settings > Max chat load field. After an agent reaches this limit, no new chats will ring to them, but they can still pick up new chats manually, if needed.

Can I make the chat window appear the same way on mobile as on desktop?

Customer context: A customer who wants to make the chat window appear consistently on both mobile and desktop devices. Customer: Can I make the chat window appear the same way on mobile as on desktop? Answer: Yes, in LiveAgent, you can enable "Force desktop mode on mobiles" by navigating to Configuration > Chat > Chat Buttons > edit button > Overview. When this option is enabled, the chat will open directly on your site, and the button will reappear after closing the chat window.

How does the chat widget work on mobile devices?

Customer context: A user wants to learn about the behavior of the chat widget on mobile devices. Customer: How does the chat widget work on mobile devices? Answer: On mobile devices, the chat widget opens in a new tab when a customer initiates a chat. The chat button reappears after the customer refreshes the page.

How to change welcome message for our chat?

Customer context: A customer wants to edit the welcome message displayed in their LiveAgent chat. Customer: How to change welcome message for our chat? Answer: You can change the welcome message by going to Configuration > Chat > Buttons > Edit button > Chat Window > Welcome message.

What does the number of Chat buttons mean in pricing?

Customer context: A customer is exploring the pricing options for LiveAgent and wants to understand about chat button allocation in the plans. Customer: What does the number of Chat buttons mean in pricing? Answer: The number of chat buttons in pricing (e.g., 3 chat buttons) means you can create and customize 3 different chat button designs for your websites. One chat button can be used across multiple websites without needing to upgrade your plan for more chat buttons. It offers flexibility a...

What does a chat slot mean?

Customer context: A customer wants clarification about what a "chat slot" means and how it relates to the available capacity for more chats in LiveAgent. Customer: What does a chat slot mean? Answer: In this context, a chat slot refers to the remaining capacity an agent has for more chats. If an agent is currently chatting with 4 customers and the maximum capacity is 10, they will have 6 more slots open for additional chats.

What caused the "The chat is inactive" message?

Customer context: The customer has noticed a "The chat is inactive" message in their LiveAgent chat and is curious about what caused it. Customer: What caused the "The chat is inactive" message? Answer: The "The chat is inactive" message is caused by the chat setting inactivity time under Configuration -> Chat -> Chat Settings. It occurs when there's no action in the chat window, but the customer is still connected. If the customer disconnects, the chat will end instead.

Does LiveAgent have a screen sharing feature?

Customer context: A customer is interested in knowing if LiveAgent has a screen sharing feature. Customer: Does LiveAgent have a way for a customer to share their screen to show the problem they are having? Answer: No, LiveAgent does not have the option for customers to share their screen during live chat.

What do the gray and green checks mean in LiveAgent chat?

Customer context: A user wants to understand the meaning behind the gray and green checks during a customer chat session. Customer: What do the gray and green checks mean when chatting with a customer? Answer: In LiveAgent chat, a gray check indicates the message has been sent, while a green check signifies the message has been delivered to the customer. These are visible only during the chat and only to agents joined in the chat.

How can I create an inline chat link ?

Customer context: A customer wants to create an inline chat link for their LiveAgent account. Customer: How can I create an inline chat link? Answer: You can create an inline chat link in LiveAgent by following this guide: https://support.ladesk.com/498003-Chat-for-mobile-apps. However, please note that the Pre-chat form cannot be used with inline chat.

Can we set default hours for chat button to be visible on our page?

Customer context: A user who wants to display the chat button on their website during specific hours. Customer: Can we set default hours for the chat button to be visible on our page? Answer: LiveAgent chat buttons are displayed on a website when there is at least 1 agent available on chat in the department for which the button is created. When there is no one available the button is either hidden or a contact us button which opens a contact form is displayed. This default behavior can be chan...

Do I need to integrate the proactive chat invitation code on the page where the chat button is already integrated?

Customer context: A customer has a chat button integrated on their website and wants to know if they need to add a proactive chat invitation code. Customer: Do I need to integrate the proactive chat invitation code on the page where the chat button is already integrated? Answer: No, you don't need to add the proactive chat invitation code if a chat button is already integrated. The button integration code already contains the invitation code so proactive chat invitations can be displayed on al...

How do proactive chat invitations work in LiveAgent?

Customer context: A customer is curious about how proactive chat invitations function in LiveAgent and how they are displayed to customers on their website. Customer: How do proactive chat invitations work in LiveAgent? Answer: Proactive chat invitations in LiveAgent are displayed to your website visitors based on the number of free chat slots available for your agents. For instance, if an agent has one free chat slot, the invitation will be shown to 10 customers. To learn more about proactive...

Do you offer a mobile app for agents to respond to chats?

Customer context: A customer inquiring about the availability of a mobile app. Customer: Do you offer a mobile app for agents to respond to chats? Answer: Yes, we offer LiveAgent mobile apps for both [iOS](https://support.liveagent.com/422722-How-to-Chat-on-the-go-with-LiveAgent-iOS-app) and [Android](https://support.liveagent.com/325470-How-to-Chat-on-the-go-with-LiveAgent-Android-app). Agents can download the app and turn on chats as explained here: https://support.liveagent.com/368323-How-t...

How can I create a pre-chat form?

Customer context: A customer wants to create a pre-chat form in LiveAgent. Customer: How can I create a pre-chat form? Answer: To create a pre-chat form, edit your chat button and enable the "pre-chat form" option in the "Overview" tab. This will display a new tab called "Pre-chat form" in the chat button settings. For more information, please visit the following article: https://support.liveagent.com/373207-Creating-chat-buttons.

How can I display an offline form if there is no online agent available for chats?

Customer context: A customer wants to display an offline form when no online agent is available for chats in LiveAgent. Customer: How can I display an offline form if there is no online agent available for chats? Answer: To display an offline form, edit your chat button and enable the "offline button" option in the "Overview" tab. This will display new tabs called "Offline button" and "Contact form" in the chat button settings. For more information, please visit the following article: https://...

Why is the offline button displayed if I am online in the agent panel?

Customer context: A customer is experiencing issues with the offline chat button displaying even when they are online in the agent panel. Customer: Why is the offline button displayed if I am online in the agent panel? Answer: If you're experiencing issues with the offline chat button being displayed when you are online, consider the following: 1) Refresh your website if you logged into LiveAgent after opening the site. 2) Ensure you can operate live chat in the department the button is assign...

How to place the chat button in a fixed/specific position on my website?

Customer context: A customer wants to place the chat button in a fixed or specific position on their website using LiveAgent. Customer: How to place the chat button in a fixed/specific position on my website? Answer: To place the chat button in a fixed or specific position, create a new "Inline" chat button in Configuration > Chat > Chat buttons. Click the "Create" button and select one of the "Inline" designs. This type of chat button will display exactly where you place it within your ...

How to prevent visitors from changing their email address in the chat transcript screen

Customer context: The customer wants to prevent a visitor from changing their email address in the chat transcript screen. Customer: How to prevent visitors from changing their email addresses in the chat transcript screen? Answer: You can use the following CSS code (add it to Configuration > Chat > Chat buttons > edit Chat button > Chat window > edit custom CSS) to disable the user's interactions with the email address field: .TranscriptViewFields { pointer-events: none; u...

How can I remove the "This is a private computer, remember me" checkbox from my pre-chat and offline form?

Customer context: The customer wants to remove the "This is a private computer, remember me" checkbox from their pre-chat and offline form. Customer: How can I remove the "This is a private computer, remember me" checkbox from my pre-chat and offline form? Answer: If you don't want to remember visitors, you can disable this feature in your LiveAgent account > Configuration > Security > Settings > General > Change > uncheck the checkbox that belongs to "Remember visitors".

How can I add checkbox for marketing permissions in my chat widget?

Customer context: The customer wants to add an "opt-in" checkbox for marketing permissions in their LiveAgent chat widget. Customer: How can I add a checkbox for marketing permissions in my chat widget? Answer: To add an "opt-in" checkbox for marketing permissions in your chat widget, you can place a consent acceptance in your pre-chat form. Follow this guide for detailed instructions: https://support.liveagent.com/572879-GDPR-Placing-Consent-Acceptance-in-Chat.

How can I fix the chat window and chat button issues on my website?

Customer context: The customer has implemented LiveAgent on their website and is experiencing issues with the chat window not working in the used browser and the chat button not appearing on their website. Customer: How can I fix the chat window and chat button issues on my website? Answer: To fix the chat button issue, make sure you paste the live chat button code right before the </body> tag on your website. As for the chat window issue, it could be a browser-specific problem. Try clea...

How can I change the language of the chat widget?

Customer context: The customer wants to change the language of the chat widget in LiveAgent. Customer: How can I change the language of the chat widget? Answer: To change the language of the chat widget, first go to Configuration > Chat > Chat buttons in your LiveAgent account. Select the widget you want to change the language for and click on "edit". You can then choose the desired language for the widget. Note that texts defined in further settings of the widget will not be automatical...

How can I create a chat button in LiveAgent?

Customer context: The customer is using LiveAgent and wants to add a chat button to their website for visitors to chat with their support team. Customer: How can I create a chat button in LiveAgent? Answer: To create a chat button in LiveAgent, go to Configuration > Chat section in your LiveAgent account. Each chat button has a unique code that you need to paste before the </body> tag on your website. Once you do this, the chat button will be visible on your website. More info can be ...

How do I set up a chat button on my WordPress site?

Customer context: The customer wants to add a chat button to their WordPress site. Customer: How do I set up a chat button on my WordPress site? Answer: To set up a chat button on your WordPress site, use the LiveAgent WordPress plugin by following the instructions here: https://support.liveagent.com/140502-WordPress-plugin-setup