Getting Started with Live Chat in BoldDesk
BoldDesk’s Live Chat feature allows support agents to engage with customers in real time through a chat widget embedded on your website. This guide provides a comprehensive, step-by-step overview of how to enable, configure, and manage Live Chat for effective customer support.
Overview of Key Setup Steps
To begin using Live Chat in BoldDesk, follow these core setup steps:
- 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.
Each section below provides detailed instructions and context. 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 the 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.
Live Chat Widget Setup
To embed and customize the chat widget on your website, learn more about How to Set Up and Embed a Live Chat Widget on Your Website or Help Desk for more insights.
Omnichannel Integration
To connect multiple support channels, learn more about Working with Omnichannel for insights on the setup.
- The AI Agent improves live chat by automatically responding to customer inquiries. Learn more about Enabling AI Agent in Live Chat.
- In BoldDesk, a chatbot is defined as the AI Agent incorporated within Live Chat. Learn more about Get Started with BoldDesk AI Chatbots.
Enable Chat Permission for Agents to Access the Chat Inbox
- 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.
- Select an existing role or create a new role, then enable the Chat permission.
- When an existing role is edited, all agents assigned to that role will get access to Chat. Please refer here to learn more about managing roles and permissions How to Manage Roles and Permissions.
Chat Inbox in the Agent Portal
After configuring the live chat widget and permissions, agents can start receiving messages whenever users interact with the widget on your website.
Frequently Asked Questions (FAQ)
Q1: Can I customise the appearance of the chat widget?
Yes. You can modify colours, text, and positioning via the widget configuration settings.
Q2: What happens if I disable the Chat feature?
Disabling it will remove the chat widget from your website and prevent agents from receiving messages.
Q3: Can multiple agents respond to the same chat?
Yes, depending on your routing and assignment settings.
