Getting Started with Live Chat
BoldDeskâs Live Chat allows agents to connect with customers through the live chat widget configured on your website. This article will guide you through the essential steps to get started with Live Chat, including:
- Enabling the Chat feature: Provides instructions on how to activate the chat feature within your admin settings.
- Configuring the Live Chat widget: Guides you through the steps to set up the live chat widget on your website to facilitate customer interactions.
- Enabling chat permissions for agents: Explains how to assign chat permissions to agents, ensuring they can access and respond to messages.
- Using the chat inbox in the agent portal: Provides an overview of how agents can manage and respond to customer chats from within the agent portal.
By following these steps, you can ensure a seamless setup and effective use of the Live Chat feature.
Enabling the chat feature
Follow the given steps to enable the chat module in the agent portal.
- Go to Admin > Configurations > General.
- Select Features tab and enable Chat.
Configuring the Live Chat Widget and Omnichannels
You can configure the Live Chat widget on your website and integrate various communication channels for seamless support.
For detailed instructions, refer to the following resources:
Enable chat permission for agents to access the chat inbox
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Go to the Admin section and click the Roles and Permissions section. As indicated in the image below, this is under the Chat tab in the Configurations menu.
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Select an existing role or create a new role, then enable the Chat permission. Learn more about managing roles and permissions.
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When an existing role is edited, all agents assigned to that role will get access to Chat. When a new role is created, agents need to be added on the role details page.
Chat inbox in agent portal
After configuring the live chat widget and permissions, agents can start receiving messages whenever users interact with the widget on your website.
