Articles on: MyOperator

What is Live Chat on the platform?

Live Chat


Live Chat is a real-time messaging feature that lets your team respond to customer inquiries instantly from within the platform. It’s designed for handling support tickets, pre-sale questions, and general inquiries—reducing wait times and increasing customer satisfaction.



When to Use Live Chat


Use Live Chat to:


  • Answer product or service questions in real time
  • Troubleshoot user issues instantly
  • Assist leads with time-sensitive requests
  • Escalate conversations to another team or channel (if needed)



Prerequisites


  • You must be logged into the platform with agent or admin permissions
  • Customers must initiate a chat through a web widget, WhatsApp, or a connected channel
  • Your team must be available online to handle live chat sessions



How to Access and Use Live Chat


  1. Log in to your admin or agent dashboard.
  2. Navigate to the Inbox or Live Chat tab in the sidebar.
  3. Select a chat session under “New” or “Open” chats.
  4. Type your response in the reply box and hit Send.
  5. Use Quick Replies, Tags, or Transfer options as needed.


Info : Some platforms include features like internal notes, typing indicators, and SLA timers.



What Happens After You Chat


  • The conversation stays logged in your system as a ticket or transcript.
  • You can assign tags, close the chat, or escalate to other teams (e.g., via email or WhatsApp follow-up).
  • Chat metrics like response time and resolution rate are tracked automatically.



Limitations & Tips


  • Live Chat is only available during your set business hours
  • If no agents are online, customers may see an offline form or chatbot fallback
  • Agents can only handle a limited number of chats at once (varies by setup)




Updated on: 21/09/2025