If your team is using Live Chat, follow this checklist to make sure everything is ready.
Give your agents the Live Agent Permission
Admins » Manage Admins
Find the admins that will be your live agents. Next to their name, click the 3 dots and select “Change Role & Permissions”. Make sure the Live Agent box is checked.
Test the live chat configuration when agents are online
- Open the Testing Simulator (Chatbot>Installation » Testing Simulator)
- Make sure your Live Chat Status is “Online” as an agent in the IQ Admin Portal (found by clicking your profile in the top-right corner)
- If using live chat in when the visitor starts a chat, make sure the option to connect to an agent is presented at the start of the chat
- Successfully connect with the agent
- Successfully send a message to the user
- Successfully send a message from the user to the agent
- Successfully put the user on hold
- Did the bot follow your anticipated user experience? Did it display forms, prompt to route to groups, etc?
- If using live chat when your bot gets stumped (fallback), make sure the option to connect to the agent is presented when the bot is stumped. Tip: stump bot by submitting jibberish as a question.
- Successfully connect with the agent
- Successfully send a message to the user
- Successfully send a message from the user to the agent
- Successfully put the user on hold
- Did the bot follow your anticipated user experience? Did it display forms, prompt to route to groups, etc?
- If you have live chat set up when the visitor says a certain phrase, make sure the option to connect to an agent is presented at the start of the chat. Example: “i want to talk to a live agent”
- Successfully connect with the agent
- Successfully send a message to the user
- Successfully send a message from the user to the agent
- Successfully put the user on hold
- Did the bot follow your anticipated user experience? Did it display forms, prompt to route to groups, etc?
Test the live chat configuration when agents are offline
- Open the Testing Simulator
- Make sure you (and any other agents) are Offline
- If using live chat in when a visitor starts a chat, make sure the message when no agents are available is presented at the start of the conversation.
- If using live chat when your bot gets stumped (fallback), make sure the message when no agents are available is presented when the bot is stumped.
- Was the fallback experience correct? Example: If using the ticketing system when no agents are available, was the ticket presented?
View a Transcript of a Live Chat conversation
Analytics » Reports » Transcripts
A copy of every conversation the Chatbot has is recorded for future reference. The Transcripts report shows transcripts for all interactions with your chatbot, including both bot interactions and live chat interactions. You can use the filter in the top right to see the transcripts from Live Chat conversations:
