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2.4 0 0 1 4.1 1.7c0 .6-.2 1.2-.7 1.7l-5.7 5.8 1 1 5.8-5.8a4 4 0 0 0 0-5.5Z" fill="currentColor"/><path fill-rule="evenodd" clip-rule="evenodd" d="M17.6 11 11 17.9c-1 1-2.5 1-3.4 0l-.5-.5-1 1 .5.5a3.8 3.8 0 0 0 5.4 0l6.6-6.7-1-1Z" fill="currentColor"/></svg> </span>Squarespace</a></li> <li><a href="/marketplace/apps/mailchimp/#description" class="c-menu__item"><span class="c-menu__icon v--mobile"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M12 1.5a10.5 10.5 0 1 0 0 21 10.5 10.5 0 0 0 0-21Z" fill="#FDDD4C"/><path d="M7.4 14.7c-.2-.3.3-.8.1-1.3a.8.8 0 0 0-1.3-.2c-.3.3-.3.7-.2.8v.1c.2 0 .2-.3.3-.4.1-.2.4-.3.7-.2.4.3 0 .7 0 1 0 .4.3.6.5.6l.4-.2c0-.2-.3.1-.5-.2ZM16 11.5h-.4l-.2-.5c-.1-.4-.1-.7.1-.7.3 0 .4.2.5.6v.6ZM13.4 11.8v.2l.4.2v.1h-.4c0 .2-.2.2-.4 0 0 0-.2.2-.3 0l.2-.1-.1-.5-.4.1H12l.2-.2.4-.2c0-.2 0-.4.2-.4s.3.1.4.4c.3 0 .5.2.6.4v.1l-.5-.1ZM15 12.7h.3c0-.1 0-.3-.2-.3h-.3c-.1.1 0 .3.1.3ZM15.6 12.2c0-.2.1-.3.3-.3l.2.3c0 .2-.1.3-.2.3-.2 0-.3-.1-.3-.3Z" fill="#000"/><path fill-rule="evenodd" clip-rule="evenodd" d="M18.9 14.2c.2 0 .6.3.6 1 0 .6-.3 1.3-.3 1.5-1 2.3-3.4 3.6-6.2 3.5a6.4 6.4 0 0 1-5.8-3.6c-.6 0-1.2-.3-1.7-.7-.5-.4-.8-1-.9-1.5 0-.5 0-1 .2-1.3l-.6-.4c-2.5-2.1 5.4-10.8 8-8.6l.8.8c1.2-.5 4.4-1.5 4.4.8 0 .8-.4 1.6-1.2 2.4.9.8.6 2 .8 3l.3.2c.6.1 1 .3 1.2.6l.4.6c0 .2 0 .6-.3 1l.3.7ZM7 16h.3c.9-.2 1.1-1.2 1-2.2-.2-1-1-1.4-1.5-1.5h-.3c-1 .2-1.5 1-1.4 2 .1.9 1 1.6 2 1.7Zm-2-3.4c.3-.4.8-.7 1.3-.8.7-2 2-3.7 3.5-4.9 1.2-1 2.5-1.7 2.5-1.7s-.7-.8-1-.8c-1.2-.3-4 1.5-5.7 4C5 9.4 4 11.2 4.5 12l.6.5Zm10.3 3s-1 .4-2.7 0c0 .4.6.6 1 .7 2 .3 4-.8 4.4-1 0-.1 0 0 0 0-.6.7-2 1.4-3.8 1.4-.8 0-1.5-.2-1.8-.7-.5-.6 0-1.6.7-1.5a7 7 0 0 0 3.7-.5c1-.5 1.4-1 1.4-1.4-.1-.6-1-.7-1.5-.9-.3 0-.4-.1-.4-.5v-1c0-.5-.1-1-.5-1.3a.6.6 0 0 0-.5 0c-.2 0-.3 0-.5.2-.4.4-.8.4-1.3.4a7.9 7.9 0 0 1-.8 0h-.2c-.7 0-1.5.5-1.7 1.4-.1 1 .5 1.6.8 2l.2.2.1.2v.2a3.1 3.1 0 0 0-.7 3.3C12 18.3 14 19 16 18.4c1.4-.5 2.7-1.6 3-3 0-.4-.1-.6-.2-.7h-.3s0-.5-.3-1c-.6.5-1.3.9-1.9 1-.9.3-1.9.4-2.8.3-.4 0-.7-.1-.8.2 1.3.5 2.6.3 2.6.3Zm-3.7-8.9c-.6.4-1.4 1-2 1.7a6.4 6.4 0 0 1 5-1c-.4-.3-1-.4-1.5-.4 0-.2.2-.3.3-.3v-.1c-.6 0-2 .6-2 .6l.3-.5Z" fill="#000"/></svg></span>Mailchimp</a></li> </ul> </div> <div> <p class="c-menu__header u-hidden lg:u-block"></p> <ul class="b--lg:u-pt-2.5"> <li><a href="/marketplace/apps/whatsapp-business/#description" class="c-menu__item"><span class="c-menu__icon v--mobile"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M12 23.25C17.799 23.25 22.5 18.549 22.5 12.75C22.5 6.95101 17.799 2.25 12 2.25C6.20101 2.25 1.5 6.95101 1.5 12.75C1.5 14.6332 1.99575 16.4005 2.86386 17.9287L1.5 23.25L6.98615 21.9778C8.47603 22.7891 10.1842 23.25 12 23.25ZM12 21.6346C16.9068 21.6346 20.8846 17.6568 20.8846 12.75C20.8846 7.84316 16.9068 3.86538 12 3.86538C7.09316 3.86538 3.11538 7.84316 3.11538 12.75C3.11538 14.6445 3.70838 16.4006 4.71888 17.8427L3.92308 20.8269L6.95995 20.0677C8.39202 21.0559 10.1284 21.6346 12 21.6346Z" fill="#BFC8D0"/> <path d="M21 12C21 16.9706 16.9706 21 12 21C10.1041 21 8.34516 20.4138 6.89449 19.4127L3.81818 20.1818L4.62432 17.1588C3.60069 15.698 3 13.9192 3 12C3 7.02944 7.02944 3 12 3C16.9706 3 21 7.02944 21 12Z" fill="url(#paint0_linear_45_490)"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M12 22.5C17.799 22.5 22.5 17.799 22.5 12C22.5 6.20101 17.799 1.5 12 1.5C6.20101 1.5 1.5 6.20101 1.5 12C1.5 13.8832 1.99575 15.6505 2.86386 17.1787L1.5 22.5L6.98615 21.2278C8.47603 22.0391 10.1842 22.5 12 22.5ZM12 20.8846C16.9068 20.8846 20.8846 16.9068 20.8846 12C20.8846 7.09316 16.9068 3.11538 12 3.11538C7.09316 3.11538 3.11538 7.09316 3.11538 12C3.11538 13.8945 3.70838 15.6506 4.71888 17.0927L3.92308 20.0769L6.95995 19.3177C8.39202 20.3059 10.1284 20.8846 12 20.8846Z" fill="white"/> <path d="M9.37502 7.12501C9.12537 6.62357 8.7424 6.66797 8.35551 6.66797C7.66407 6.66797 6.58594 7.49618 6.58594 9.03756C6.58594 10.3008 7.14259 11.6836 9.01831 13.7522C10.8285 15.7485 13.207 16.7812 15.1816 16.746C17.1563 16.7109 17.5625 15.0117 17.5625 14.4378C17.5625 14.1835 17.4047 14.0566 17.2959 14.0221C16.6231 13.6992 15.382 13.0974 15.0996 12.9844C14.8172 12.8713 14.6698 13.0243 14.5781 13.1074C14.3221 13.3515 13.8144 14.0707 13.6406 14.2324C13.4668 14.3942 13.2077 14.3123 13.0999 14.2512C12.7031 14.092 11.6272 13.6134 10.7696 12.7821C9.70899 11.7539 9.64675 11.4002 9.44693 11.0853C9.28707 10.8334 9.40437 10.6789 9.46291 10.6113C9.69142 10.3477 10.007 9.94058 10.1485 9.73829C10.29 9.53599 10.1776 9.22885 10.1102 9.03756C9.82033 8.21485 9.57473 7.52615 9.37502 7.12501Z" fill="white"/> <defs> <linearGradient id="paint0_linear_45_490" x1="19.875" y1="5.25" x2="3" y2="21" gradientUnits="userSpaceOnUse"> <stop stop-color="#5BD066"/> <stop offset="1" stop-color="#27B43E"/> </linearGradient> </defs> </svg> </span>WhatsApp</a></li> <li><a href="/marketplace/apps/facebook-messenger/#description" class="c-menu__item"><span class="c-menu__icon v--mobile"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><circle cx="12" cy="12" r="10.5" fill="url(#a)"/><path d="m16 15.2.4-3h-3v-1.9c0-.8.5-1.6 1.8-1.6h1.3V6.2L14.1 6c-2.4 0-4 1.4-4 4v2.2H7.6v3h2.7v7.2a10.9 10.9 0 0 0 3.3 0v-7.2h2.4Z" fill="#fff"/><defs><linearGradient id="a" x1="12" y1="1.5" x2="12" y2="22.4" gradientUnits="userSpaceOnUse"><stop stop-color="#18ACFE"/><stop offset="1" stop-color="#0163E0"/></linearGradient></defs></svg></span>Facebook</a></li> <li><a href="/marketplace/apps/hubspot/#description" class="c-menu__item"><span class="c-menu__icon v--mobile"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M17.7 8.4V6a2 2 0 0 0 1.1-1.7 2 2 0 0 0-2-2 2 2 0 0 0-1.9 2A2 2 0 0 0 16 6v2.5c-1 .2-1.8.6-2.6 1.2L6.6 4.2a2.2 2.2 0 0 0-2.7-2.6A2.2 2.2 0 0 0 2.8 5a2.2 2.2 0 0 0 2.7.5l6.8 5.2a5.4 5.4 0 0 0 0 6.2l-2 2h-.5a1.8 1.8 0 0 0-1.7 2 1.8 1.8 0 0 0 2.4 1.4 1.8 1.8 0 0 0 1-1.7v-.5l2-2a5.5 5.5 0 0 0 8.1-7 5.5 5.5 0 0 0-4-2.8h.1Zm-.8 8.2a2.8 2.8 0 0 1-2.8-3.3 2.8 2.8 0 0 1 5.1-1 2.8 2.8 0 0 1-2.3 4.3" fill="#FF7A59"/></svg></span>HubSpot</a></li> </ul> </div> </div> <a href="/marketplace/" class="c-menu__foot-action v--m-button"> Discover 200+ integrations<svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M14 7.99992H2M9.33333 3.33325L14 7.99992L9.33333 3.33325ZM14 7.99992L9.33333 12.6666L14 7.99992Z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </a> </div> </li> <li data-menu-target="root" data-controller="attribute logged-in" data-attribute-add-class="u-hidden" data-action="logged-in:loggedIn->attribute#addClass"> <button class="c-menu__item v--top" data-menu-target="top">Customers<span class="c-menu__arrow"><svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span></button> <div class="c-menu__sub"> <div class="c-menu__split"> <div> <ul> <li><a href="/customers/" class="c-menu__item">Our customers<br><small>Join 37000+ companies</small></a></li> <li><a href="/customers/customer-stories/" class="c-menu__item">Case Studies<br><small>How others grow with LiveChat</small></a></li> <li><a href="/customers/live-chat-reviews/" class="c-menu__item v--no-border">Reviews<br><small>What they say about us</small></a></li> </ul> </div> <div> <p class="c-menu__header">Industries</p> <ul> <li><a href="/solutions/ecommerce/" class="c-menu__item v--m-button"><span class="c-menu__icon"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M16 11V7a4 4 0 10-8 0v4M5 9h14l1 12H4L5 9z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span>Ecommerce</a></li> <li><a href="/solutions/it-software/" class="c-menu__item v--m-button"><span class="c-menu__icon"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M10 20l4-16m4 4l4 4-4 4M6 16l-4-4 4-4" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span>Software & IT</a></li> <li><a href="/solutions/education/" class="c-menu__item v--m-button"><span class="c-menu__icon"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M8 20v-7.5l4-2.2m0 3.7l9-5-9-5-9 5 9 5zm0 0l6.2-3.4c.8 2 1 4.3.6 6.5a12 12 0 00-6.8 3 12 12 0 00-6.8-3 12 12 0 01.6-6.5L12 14z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span>Education</a></li> <li><a href="/solutions/livechat-for-finance/" class="c-menu__item v--m-button"><span class="c-menu__icon"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M4 21h16M4 10h16M20 10V7l-8-4-8 4v3M7 10v11M17 10v11M12 10v11" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span>Finance</a></li> </ul> </div> </div> </div> </li> <li data-menu-target="root" class="u-hidden" data-controller="attribute logged-in" data-attribute-remove-class="u-hidden" data-action="logged-in:loggedIn->attribute#removeClass"> <a class="c-menu__item v--top" href="/help/" data-menu-target="top">Help Center</a> </li> <li class="v--only-mobile"> <a href="/app/" class="c-menu__item v--top">App</a> </li> <li data-menu-target="root"> <button class="c-menu__item v--top" data-menu-target="top">Resources<span class="c-menu__arrow"><svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span></button> <div class="c-menu__sub"> <div class="c-menu__split"> <div> <ul> <li data-controller="attribute logged-in" data-attribute-add-class="u-hidden" data-action="logged-in:loggedIn->attribute#addClass"><a href="/help/" class="c-menu__item"><span class="c-menu__icon"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M12 16a4 4 0 100-8 4 4 0 000 8z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/><path d="M12 21a9 9 0 100-18 9 9 0 000 18zM15 15l3.4 3.4M9 15l-3.4 3.4M5.6 5.6L9 9M18.4 5.6L15 9" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span>Help Center</a></li> <li class="v--only-mobile"><a href="/success/" class="c-menu__item" target="_blank"><span class="c-menu__icon v--mobile"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M0 2.7C0 1.2 1.2 0 2.7 0h18.6C22.8 0 24 1.2 24 2.7v18.6c0 1.5-1.2 2.7-2.7 2.7H2.7A2.7 2.7 0 010 21.3V2.7z" fill="#FFD000"/><path d="M7 12.6v-.2h2.6v.2c0 .9.8 1.5 2.1 1.5s2.1-.5 2.1-1.4c0-.5-.2-.8-.9-1L9.7 11c-1.6-.4-2.5-1.2-2.5-2.8C7.2 6 9 4.7 11.6 4.7c2.6 0 4.3 1.3 4.3 3.5v.1h-2.5v-.2c0-.8-.5-1.4-1.8-1.4-1.1 0-1.8.5-1.8 1.2 0 .6.3.8.8 1l3.3.8c1.6.4 2.5 1.3 2.5 2.8 0 2-2 3.6-4.7 3.6S7 14.9 7 12.6z" fill="#1B1B20"/><path fill-rule="evenodd" clip-rule="evenodd" d="M10.6 8.9c-.5-.2-.8-.4-.8-1 0-.7.7-1.2 1.8-1.2 1.3 0 1.8.6 1.8 1.4v.2h2.5v-.1V8c-.1-2-1.8-3.3-4.3-3.3C9 4.7 7.2 6 7.2 8.2c0 1.6.9 2.4 2.5 2.8l3.2.8c.7.1 1 .4 1 1 0 .8-1 1.3-2.2 1.3-1.3 0-2.1-.6-2.1-1.5v-.2H7V12.7c.1 2.3 2 3.4 4.7 3.4s4.7-1.5 4.7-3.6c0-1.5-.9-2.4-2.5-2.8l-3.3-.8zm1 6.9c2.7 0 4.4-1.5 4.4-3.3 0-.7-.2-1.2-.5-1.6-.3-.4-.9-.7-1.6-.9l-3.4-.8c-.3 0-.6-.2-.8-.4-.2-.2-.3-.5-.3-.9 0-.5.3-.9.7-1.1.4-.3.9-.4 1.5-.4.7 0 1.2.1 1.6.5.3.3.5.7.5 1h1.9c0-.8-.5-1.5-1-2-.8-.5-1.8-.9-3-.9s-2.2.3-3 .9c-.6.5-1 1.3-1 2.3 0 .7.1 1.3.5 1.6a3.2 3.2 0 001.7.9l3.2.7c.4.1.7.3.9.5.2.2.3.5.3.8 0 .6-.3 1-.8 1.3-.4.3-1 .4-1.7.4s-1.3-.1-1.7-.5c-.5-.2-.7-.7-.8-1.2H7.4c0 1 .5 1.7 1.1 2.2.8.6 1.9.8 3.2.9zM5.6 19.7l-.1-1-.1-1h.2A151.5 151.5 0 0111 17h7v2.1h-7a40.2 40.2 0 00-5.2.5h-.1z" fill="#1B1B20"/></svg> </span>Success by LiveChat<br><small>More than a business blog!</small></a></li> <li><a href="/news/" class="c-menu__item"><span class="c-menu__icon"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M11 5.9v13.3a1.8 1.8 0 01-3.4.6l-2.2-6.1m0 0A4 4 0 017 6h1.8C13 6 16.5 4.8 18 3v14c-1.5-1.8-5-3-9.2-3H7a4 4 0 01-1.6-.3zM18 13a3 3 0 000-6v6z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span>Product News</a></li> <li class="v--only-desktop"><a href="/marketplace/partners/" class="c-menu__item"><span class="c-menu__icon"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M17 20h5v-2a3 3 0 00-5.4-1.9M17 20l-.4-3.9M17 20H7m10 0v-2a5 5 0 00-.4-1.9m0 0a5 5 0 00-9.2 0M7 20H2v-2a3 3 0 015.4-1.9M7 20l.4-3.9M7 20v-2c0-.7.1-1.3.4-1.9M15 7a3 3 0 11-6 0 3 3 0 016 0zm6 3a2 2 0 11-4 0 2 2 0 014 0zM7 10a2 2 0 11-4 0 2 2 0 014 0z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span>Partners Marketplace</a></li> <li><a href="https://developers.livechat.com" class="c-menu__item" target="_blank" rel="noopener"><span class="c-menu__icon"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M8 9l3 3-3 3m5 0h3M5 20h14a2 2 0 002-2V6a2 2 0 00-2-2H5a2 2 0 00-2 2v12a2 2 0 002 2z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span>API & Developers</a></li> <li><a href="https://partners.livechat.com?utm_source=livechat.com&utm_medium=referral&utm_content=top_navigation" class="c-menu__item v--no-border" target="_blank" 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href="/success/" class="c-menu__item" target="_blank"><span class="c-menu__icon u--mr-xs"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M0 2.7C0 1.2 1.2 0 2.7 0h18.6C22.8 0 24 1.2 24 2.7v18.6c0 1.5-1.2 2.7-2.7 2.7H2.7A2.7 2.7 0 010 21.3V2.7z" fill="#FFD000"/><path d="M7 12.6v-.2h2.6v.2c0 .9.8 1.5 2.1 1.5s2.1-.5 2.1-1.4c0-.5-.2-.8-.9-1L9.7 11c-1.6-.4-2.5-1.2-2.5-2.8C7.2 6 9 4.7 11.6 4.7c2.6 0 4.3 1.3 4.3 3.5v.1h-2.5v-.2c0-.8-.5-1.4-1.8-1.4-1.1 0-1.8.5-1.8 1.2 0 .6.3.8.8 1l3.3.8c1.6.4 2.5 1.3 2.5 2.8 0 2-2 3.6-4.7 3.6S7 14.9 7 12.6z" fill="#1B1B20"/><path fill-rule="evenodd" clip-rule="evenodd" d="M10.6 8.9c-.5-.2-.8-.4-.8-1 0-.7.7-1.2 1.8-1.2 1.3 0 1.8.6 1.8 1.4v.2h2.5v-.1V8c-.1-2-1.8-3.3-4.3-3.3C9 4.7 7.2 6 7.2 8.2c0 1.6.9 2.4 2.5 2.8l3.2.8c.7.1 1 .4 1 1 0 .8-1 1.3-2.2 1.3-1.3 0-2.1-.6-2.1-1.5v-.2H7V12.7c.1 2.3 2 3.4 4.7 3.4s4.7-1.5 4.7-3.6c0-1.5-.9-2.4-2.5-2.8l-3.3-.8zm1 6.9c2.7 0 4.4-1.5 4.4-3.3 0-.7-.2-1.2-.5-1.6-.3-.4-.9-.7-1.6-.9l-3.4-.8c-.3 0-.6-.2-.8-.4-.2-.2-.3-.5-.3-.9 0-.5.3-.9.7-1.1.4-.3.9-.4 1.5-.4.7 0 1.2.1 1.6.5.3.3.5.7.5 1h1.9c0-.8-.5-1.5-1-2-.8-.5-1.8-.9-3-.9s-2.2.3-3 .9c-.6.5-1 1.3-1 2.3 0 .7.1 1.3.5 1.6a3.2 3.2 0 001.7.9l3.2.7c.4.1.7.3.9.5.2.2.3.5.3.8 0 .6-.3 1-.8 1.3-.4.3-1 .4-1.7.4s-1.3-.1-1.7-.5c-.5-.2-.7-.7-.8-1.2H7.4c0 1 .5 1.7 1.1 2.2.8.6 1.9.8 3.2.9zM5.6 19.7l-.1-1-.1-1h.2A151.5 151.5 0 0111 17h7v2.1h-7a40.2 40.2 0 00-5.2.5h-.1z" fill="#1B1B20"/></svg> </span>Success by LiveChat<br><small>More than a business blog!</small></a></li> <li><a href="/customer-service-report/" class="c-menu__item">Customer Service Report<br><small>Discover the latest data</small></a></li> <li><a href="/benchmark/" class="c-menu__item">Local Benchmark<br><small>Compare your results</small></a></li> <li><a href="/webinars/" class="c-menu__item">Webinars<br><small>LiveChat Workshops</small></a></li> <li><a href="/privacy-policy-generator/" class="c-menu__item">Privacy Policy Generator<br><small>Become GDPR compliant</small></a></li> </ul> </div> </div> </div> </li> </ul> <div class="v--only-mobile b--u-p-3 u-mt-auto u-mb-0" data-controller="attribute logged-in append-params" data-append-params-params-value="region" data-attribute-add-class="u-hidden" data-action="logged-in:loggedIn->attribute#addClass"> <form data-append-params-target="form" action="https://accounts.livechat.com/signup" method="GET" data-controller="signup" data-action="signup#submit" class="o-input-group b--u-mb-3"> <input type="email" name="email" class="" style="border-color: #767680;" data-signup-target="email" placeholder="Enter your email" aria-label="Business Email" required autocomplete="email" /> <input type="hidden" name="source_id" value="header_cta" /> <input type="hidden" name="source_url" value="https://www.livechat.com/agents-handbook/" /> <input type="hidden" name="source_type" value="website" /> <div class="o-input-group__append"> <button type="submit" class="c-btn v--signup">Sign up free</button> </div> </form> <p class="u-text-center"><a href="https://my.livechatinc.com" data-controller="track" data-track-category="Log In Button" data-track-action="Top Nav" data-track-label="Redirect to Accounts" data-action="track#send">Already a customer? <span class="u-text-primary">Log in</span></a></p> </div> </nav> <div class="c-navbar__actions" data-controller="attribute logged-in append-params" data-append-params-params-value="region" data-attribute-add-class="u-hidden" data-action="logged-in:loggedIn->attribute#addClass"> <a href="https://my.livechatinc.com" class="c-btn v--sm v--secondary hover:u-bg-gray-900 hover:u-border-gray-900 hover:u-text-black u-border-white" data-controller="track" data-track-category="Log In Button" data-track-action="Top Nav" data-track-label="Redirect to Accounts" data-action="track#send">Log in</a> <div class="lc-signup-expandable" data-controller="expandable-signup"> <form action="https://accounts.livechat.com/signup" method="GET" data-controller="signup" data-action="signup#submit" data-expandable-signup-target="form"> <div class="o-input-group"> <input type="email" name="email" class="v--sm b--u-text-sm" data-signup-target="email" data-expandable-signup-target="input" placeholder="Enter your business email" aria-label="Business Email" required autocomplete="email" /> <input type="hidden" name="source_id" value="header_cta" /> <input type="hidden" name="source_url" value="https://www.livechat.com/agents-handbook/" /> <input type="hidden" name="source_type" value="website" /> <div class="o-input-group__append"> <button type="submit" class="c-btn v--signup v--sm">Sign up free</button> </div> </div> </form> <a data-append-params-target="link" href="https://accounts.livechat.com/signup?source_id=header_cta&source_url=https://www.livechat.com/agents-handbook/&source_type=website" class="c-btn v--secondary hover:u-bg-signup hover:u-border-signup v--sm" data-controller="track" data-track-category="Signup" data-track-action="Signup Redirect" data-action="track#send" data-expandable-signup-target="button">Sign up free</a> </div> </div> <div class="u-hidden lg:u-hidden lg:u-ml-auto" data-controller="attribute logged-in" data-attribute-remove-class="lg:u-hidden" data-attribute-add-class="lg:u-block" data-action="logged-in:loggedIn->attribute#removeClass logged-in:loggedIn->attribute#addClass"> <div class="u-hidden lg:u-flex u-flex-row u-items-center gap-1"> <a href="https://my.livechatinc.com" class="c-btn v--sm b--u-py-1.5 v--secondary " data-controller="track" data-track-category="Log In Button" data-track-action="Top Nav" data-track-label="Instant Login" data-action="track#send">Go to app</a> <div class="c-navbar__actions u-hidden" data-controller="attribute logged-in" data-attribute-remove-class="u-hidden" data-action="logged-in:loggedInWithUserData->attribute#removeClass"> <div class="t-homepage-menu" data-controller="click-focus"> <button data-action="click-focus#toggleFocusClass" class="t-homepage-menu-button c-btn u-p-1 u-rounded u-flex u-items-center v--transparent u-border-none hover:u-bg-gray-900 "> <img data-logged-in-target="avatar" src="/images/user-avatar.370edf4b344b55dcfcaea4f1f214d235b9bbfdea238dc609ef52d7b65c355d75.svg" alt="" class="t-homepage-user-icon u-round b--u-mr-1" style="width: 32px; height: 32px; object-fit: cover;"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </button> <div class="t-homepage-menu-content b--u-bg-white u-shadow"> <div class="b--u-m-2 u-flex gap-1 u-items-center"> <div><img data-logged-in-target="avatar" src="/images/user-avatar.370edf4b344b55dcfcaea4f1f214d235b9bbfdea238dc609ef52d7b65c355d75.svg" alt="" class="t-homepage-user-icon u-round" style="width: 38px; height: 38px; object-fit: cover"></div> <div> <div data-logged-in-target="name" class="b--u-text-md b--u-text-bold">User Name</div> <div data-logged-in-target="email" class="b--u-text-xs"></div> </div> </div> <div style="width:100%; margin-top:10px; margin-bottom:4px; border-bottom:1px solid #eaeaec;"></div> <a href="https://my.livechatinc.com/subscription/?source_id=user_menu&source_url=https%3A%2F%2Fwww.livechat.com%2fagents-handbook%2f&source_type=website" class="c-menu__item u-flex u-items-center b--u-bg-transparent u-w-full hover:u-bg-gray-900 "> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" class="b--u-mr-1"> <g stroke="#000" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" clip-path="url(#clip0_1731_971)"> <path d="M9 12H5.4a1 1 0 0 1-.7-1.7l6.6-6.6a1 1 0 0 1 1.4 0l6.6 6.6a1 1 0 0 1-.7 1.7H15v6H9v-6ZM9 21h6" /> </g> <defs> <clipPath id="clip0_1731_971"> <path fill="#fff" d="M0 0h24v24H0z" /> </clipPath> </defs> </svg> Upgrade</a> <a href="/help/" class="c-menu__item u-flex u-items-center b--u-bg-transparent u-w-full hover:u-bg-gray-900 "> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" class="b--u-mr-1"> <g stroke="#1B1B20" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" clip-path="url(#clip0_2_3853)"> <path d="M12 21a9 9 0 1 0 0-18 9 9 0 0 0 0 18ZM12 17v0" /> <path d="M12 13.5a1.5 1.5 0 0 1 1-1.5 2.6 2.6 0 1 0-3-4" /> </g> <defs> <clipPath id="clip0_2_3853"> <path fill="#fff" d="M0 0h24v24H0z" /> </clipPath> </defs> </svg> Help Center</a> <button class="c-menu__item u-flex u-items-center b--u-bg-transparent u-w-full hover:u-bg-gray-900 " data-action="click-focus#removeFocusClass" onclick="LC_API.open_chat_window();return false;"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" class="b--u-mr-1"> <g clip-path="url(#clip0_2_4566)"> <path stroke="#1B1B20" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" d="m3 20 1.3-3.9a7.3 7.3 0 0 1-1.1-5.5c.3-2 1.5-3.7 3.2-4.9a9.8 9.8 0 0 1 11.8.5 7.4 7.4 0 0 1 1 10.5 9.2 9.2 0 0 1-5.2 3 10 10 0 0 1-6.3-.7L3 20" /> <path fill="#1B1B20" fill-rule="evenodd" d="M12.3 11c.6 0 1.2.6 1.2 1.3a1.2 1.2 0 1 1-2.5 0c0-.7.6-1.3 1.3-1.3ZM7.7 11c.7 0 1.3.6 1.3 1.2a1.2 1.2 0 0 1-2.5 0c0-.6.6-1.2 1.2-1.2ZM16.8 11c.6 0 1.2.6 1.2 1.3a1.2 1.2 0 1 1-2.5 0c0-.7.6-1.3 1.3-1.3Z" clip-rule="evenodd" /> </g> <defs> <clipPath id="clip0_2_4566"> <path fill="#fff" d="M0 0h24v24H0z" /> </clipPath> </defs> </svg> Chat with us</button> <button class="c-menu__item u-flex u-items-center b--u-bg-transparent u-w-full hover:u-bg-gray-900 " data-controller="logged-in" data-action="logged-in#logout"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" class="b--u-mr-1"> <g stroke="#1B1B20" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" clip-path="url(#clip0_2_4402)"> <path d="M14 8V6a2 2 0 0 0-2-2H5a2 2 0 0 0-2 2v12a2 2 0 0 0 2 2h7a2 2 0 0 0 2-2v-2M7 12h14m0 0-3-3m3 3-3 3" /> </g> <defs> <clipPath id="clip0_2_4402"> <path fill="#fff" d="M0 0h24v24H0z" /> </clipPath> </defs> </svg> Logout</button> </div> </div> </div> </div> </div> </div> </div> <section class="o-container"> <div class="o-feature b--u-pt-6 b--md:u-pt-8 lg:u-pt-0 b--u-pb-4 b--lg:u-pb-12"> <div> <h1 class="b--u-text-4xl u-text-center md:u-text-left t-ah-headline">Agent’s <mark class="u-bg-accent u-rounded b--u-px-1 b--u-mb-3 u-relative t-ah-mark">Handbook</mark></h1> <p class="b--u-text-lg b--u-mb-3 u-text-center md:u-text-left">From getting started to everyday work, boldly go into the world of LiveChat.</p> <div class="u-flex u-flex-row u-flex-wrap md:u-flex-nowrap u-justify-center md:u-justify-start"> <a href="#welcome" class="c-btn v--primary b--u-text-base b--u-text-bold b--u-mr-1 b--u-mb-1.5 md:u-mb-0" data-controller="track" data-track-category="Interactions" data-track-action="Button Click" data-track-label="Let's get started" data-action="track#send">Let's get started</a> <a href="https://cdn.livechatinc.com/website/media/pdf/agents-handbook.pdf" class="c-btn v--secondary u-border-2 b--u-text-base b--u-text-bold b--u-mb-1.5 md:u-mb-0" data-controller="track" data-track-category="Interactions" data-track-action="Button Click" data-track-label="Download as PDF" data-action="track#send">Download as PDF</a> </div> </div> <div> <img src="hero.svg" alt="LiveChat's Agents Handbook" class="u-w-auto u-maxw-6 u-hidden md:u-block" width="478" height="534"> <img src="hero.svg" alt="LiveChat's Agents Handbook" class="u-maxw-5 u-block md:u-hidden" width="448" height="500"> </div> </div> <div class="u-maxw-8 u-mx-auto b--u-pb-6 b--lg:u-pb-12"> <h2 class="b--u-text-xl u-Mb-">Who is this Handbook for?</h2> <p class="b--u-text-lg b--u-mb-4">This Handbook is for sales reps, support heroes, agents, chat operators, and all those using LiveChat to stay in touch with customers.</p> <p class="b--u-text-lg u-hidden md:u-block">It’s here to help you use LiveChat to create the best customer experience. We’ll cover topics like:</p> </div> <div class="u-hidden md:u-block"> <div class="o-columns v--four v--sparse b--u-pb-12"> <div class="u-flex u-flex-col u-justify-between b--lg:u-pr-4"> <div> <img src="settings.svg" alt="" class="u-w-auto u-ml-0 b--u-mb-4" width="64" height="64"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Setting up LiveChat for the first time.</p> </div> <a href="#welcome" class="c-link b--u-text-base b--u-text-bold u-mb-0" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Go to section 1" data-action="track#send">Go to section</a> </div> <div class="u-flex u-flex-col u-justify-between"> <div> <img src="chat.svg" alt="" class="u-w-auto u-ml-0 b--u-mb-4" width="64" height="64"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Everyday workflow with chats and tickets.</p> </div> <a href="#chats" class="c-link b--u-text-base b--u-text-bold u-mb-0" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Go to section 2" data-action="track#send">Go to section</a> </div> <div class="u-flex u-flex-col u-justify-between b--lg:u-pr-6"> <div> <img src="group.svg" alt="" class="u-w-auto u-ml-0 b--u-mb-4" width="64" height="64"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Team collaboration.</p> </div> <a href="#team-collaboration" class="c-link b--u-text-base b--u-text-bold u-mb-0" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Go to section 3" data-action="track#send">Go to section</a> </div> <div class="u-flex u-flex-col u-justify-between"> <div> <img src="bulb.svg" alt="" class="u-w-auto u-ml-0 b--u-mb-4" width="64" height="64"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Useful tips from our Support Heroes and the Sales Team.</p> </div> <a href="#tips" class="c-link b--u-text-base b--u-text-bold u-mb-0" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Go to section 4" data-action="track#send">Go to section</a> </div> </div> </div> </section> <nav class="c-menu u-bg-accent u-mx-auto u-shadow-md u-justify-center u-items-center u-relative t-inner-nav-wrapper" data-controller="issticky" data-issticky-target="element" hidden> <div class="t-inner-nav-wrapper__inner u-flex u-justify-center u-mx-auto b--u-p-2 b--u-px-3 u-items-center u-relative z-index"> <div class="c-menu u-bg-accent u-flex t-inner-nav" data-controller="menu"> <ul class="u-items-center u-justify-center"> <li data-menu-target="root"> <button class="c-menu__item v--top" data-menu-target="top" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Introduction" data-action="track#send" href="#Introduction"> Introduction <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <div class="c-menu__sub v--single"> <ul> <li class="u-flex u-rounded"> <a href="#set-your-status" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Set your status" data-action="track#send"> Set your status </a> </li> <li class="u-flex u-rounded"> <a href="#set-up-notifications" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Set up notifications" data-action="track#send"> Set up notifications </a> </li> <li class="u-flex u-rounded"> <a href="#download" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Download the LiveChat Agent app" data-action="track#send"> Download the LiveChat Agent app </a> </li> <li class="u-flex u-rounded"> <a href="#set-up-agent-profile" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Set up your Agent profile" data-action="track#send"> Set up your Agent profile </a> </li> </ul> </div> </li> <li data-menu-target="root"> <button class="c-menu__item v--top" data-menu-target="top" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Chats" data-action="track#send" href="#Chats"> Chats <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <div class="c-menu__sub v--single"> <ul> <li class="u-flex u-rounded"> <a href="#where-do-chats-come-from" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Where do chats come from" data-action="track#send"> Where do chats come from </a> </li> <li class="u-flex u-rounded"> <a href="#chats-section-in-livechat-app" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Chats section in LiveChat Agent app" data-action="track#send"> Chats section in LiveChat Agent app </a> </li> </ul> </div> </li> <li data-menu-target="root"> <button class="c-menu__item v--top" data-menu-target="top" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Tickets" data-action="track#send" href="#Tickets"> Tickets <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <div class="c-menu__sub v--single"> <ul> <li class="u-flex u-rounded"> <a href="#where-do-tickets-come-from" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Where do tickets come from" data-action="track#send"> Where do tickets come from </a> </li> <li class="u-flex u-rounded"> <a href="#tickets-section-in-livechat-app" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Tickets section in the LiveChat Agent app" data-action="track#send"> Tickets section in the LiveChat Agent app </a> </li> <li class="u-flex u-rounded"> <a href="#tickets-workflow" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Tickets workflow" data-action="track#send"> Tickets workflow </a> </li> </ul> </div> </li> <li data-menu-target="root"> <button class="c-menu__item v--top" data-menu-target="top" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Team" data-action="track#send" href="#Team"> Team <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <div class="c-menu__sub v--single"> <ul> <li class="u-flex u-rounded"> <a href="#canned-responses" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Canned responses" data-action="track#send"> Canned responses </a> </li> <li class="u-flex u-rounded"> <a href="#transfer" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Transfer chats" data-action="track#send"> Transfer chats </a> </li> <li class="u-flex u-rounded"> <a href="#supervising" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Supervising" data-action="track#send"> Supervising </a> </li> </ul> </div> </li> <li data-menu-target="root"> <button class="c-menu__item v--top" data-menu-target="top" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Tips" data-action="track#send" href="#Tips"> Tips <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <div class="c-menu__sub v--single"> <ul> <li class="u-flex u-rounded"> <a href="#traffic" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Traffic" data-action="track#send"> Traffic </a> </li> <li class="u-flex u-rounded"> <a href="#everyday-work" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Everyday work" data-action="track#send"> Everyday work </a> </li> <li class="u-flex u-rounded"> <a href="#advices" class="b--u-ml-2 u-w-full" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Advice from the LiveChat Sales Team" data-action="track#send"> Advice from the LiveChat Sales Team </a> </li> </ul> </div> </li> <a href="#quiz" class="c-menu__item v--top" data-menu-target="top" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Desktop" data-track-label="Quiz" data-action="track#send">Quiz</a> </ul> </div> <a href="https://accounts.livechat.com/signup?source_id=header_cta&source_url=&source_type=website" class="c-btn v--signup v--sm t-signup-btn" data-controller="track" data-track-category="Signup" data-track-action="Signup Redirect" data-action="track#send">Sign up free</a> </div> </nav> <div class="t-accordion-menu__container--sticky" data-controller="issticky" data-issticky-target="element"> <div class="u-w-full t-accordion-menu__container" data-controller="accordion-menu"> <button class="u-relative u-flex u-items-center b--u-mr-1.5 t-accordion-menu__toggle" data-action="click->accordion-menu#toggleMenu" data-accordion-menu-target="menuTrigger" aria-expanded="false"> Contents <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 17 16" width="20" class="b--u-ml-1"> <g fill="none" stroke="#1b1b20" stroke-linecap="square"> <path d="M1 3.5h15" class="t-accordion-menu__toggle-bar" /> <path d="M1 8h15" class="t-accordion-menu__toggle-bar" /> <path d="M1 12.5h15" class="t-accordion-menu__toggle-bar" /> </g> </svg></button> <ul class="c-menu u-bg-accent u-items-center u-justify-start c-list u-px-0 t-accordion-menu u-overflow-hidden u-hidden" data-accordion-menu-target="menu"> <li class="u-w-full t-accordion-menu__root" data-accordion-menu-target="root"> <button class="c-menu__item v--top u-text-black t-accordion-menu__root-button" data-accordion-menu-target="button" data-action="click->accordion-menu#onOpenSubMenu" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Introduction" data-action="track#send"> Introduction <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <ul class="c-list t-accordion-menu__list"> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#set-your-status" data-action="click->accordion-menu#toggleMenu"> <a href="#set-your-status" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Set your status" data-action="track#send"> Set your status </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#set-up-notifications" data-action="click->accordion-menu#toggleMenu"> <a href="#set-up-notifications" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Set up notifications" data-action="track#send"> Set up notifications </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#download" data-action="click->accordion-menu#toggleMenu"> <a href="#download" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Download the LiveChat Agent app" data-action="track#send"> Download the LiveChat Agent app </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#set-up-agent-profile" data-action="click->accordion-menu#toggleMenu"> <a href="#set-up-agent-profile" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Set up your Agent profile" data-action="track#send"> Set up your Agent profile </a> </li> </ul> </li> <li class="u-w-full t-accordion-menu__root" data-accordion-menu-target="root"> <button class="c-menu__item v--top u-text-black t-accordion-menu__root-button" data-accordion-menu-target="button" data-action="click->accordion-menu#onOpenSubMenu" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Chats" data-action="track#send"> Chats <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <ul class="c-list t-accordion-menu__list"> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#where-do-chats-come-from" data-action="click->accordion-menu#toggleMenu"> <a href="#where-do-chats-come-from" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Where do chats come from" data-action="track#send"> Where do chats come from </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#chats-section-in-livechat-app" data-action="click->accordion-menu#toggleMenu"> <a href="#chats-section-in-livechat-app" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Chats section in LiveChat Agent app" data-action="track#send"> Chats section in LiveChat Agent app </a> </li> </ul> </li> <li class="u-w-full t-accordion-menu__root" data-accordion-menu-target="root"> <button class="c-menu__item v--top u-text-black t-accordion-menu__root-button" data-accordion-menu-target="button" data-action="click->accordion-menu#onOpenSubMenu" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Tickets" data-action="track#send"> Tickets <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <ul class="c-list t-accordion-menu__list"> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#where-do-tickets-come-from" data-action="click->accordion-menu#toggleMenu"> <a href="#where-do-tickets-come-from" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Where do tickets come from" data-action="track#send"> Where do tickets come from </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#tickets-section-in-livechat-app" data-action="click->accordion-menu#toggleMenu"> <a href="#tickets-section-in-livechat-app" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Tickets section in the LiveChat Agent app" data-action="track#send"> Tickets section in the LiveChat Agent app </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#tickets-workflow" data-action="click->accordion-menu#toggleMenu"> <a href="#tickets-workflow" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Tickets workflow" data-action="track#send"> Tickets workflow </a> </li> </ul> </li> <li class="u-w-full t-accordion-menu__root" data-accordion-menu-target="root"> <button class="c-menu__item v--top u-text-black t-accordion-menu__root-button" data-accordion-menu-target="button" data-action="click->accordion-menu#onOpenSubMenu" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Team" data-action="track#send"> Team <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <ul class="c-list t-accordion-menu__list"> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#canned-responses" data-action="click->accordion-menu#toggleMenu"> <a href="#canned-responses" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Canned responses" data-action="track#send"> Canned responses </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#transfer" data-action="click->accordion-menu#toggleMenu"> <a href="#transfer" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Transfer chats" data-action="track#send"> Transfer chats </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#supervising" data-action="click->accordion-menu#toggleMenu"> <a href="#supervising" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Supervising" data-action="track#send"> Supervising </a> </li> </ul> </li> <li class="u-w-full t-accordion-menu__root" data-accordion-menu-target="root"> <button class="c-menu__item v--top u-text-black t-accordion-menu__root-button" data-accordion-menu-target="button" data-action="click->accordion-menu#onOpenSubMenu" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Tips" data-action="track#send"> Tips <span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span> </button> <ul class="c-list t-accordion-menu__list"> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#traffic" data-action="click->accordion-menu#toggleMenu"> <a href="#traffic" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Traffic" data-action="track#send"> Traffic </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#everyday-work" data-action="click->accordion-menu#toggleMenu"> <a href="#everyday-work" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Everyday work" data-action="track#send"> Everyday work </a> </li> <li class="b--u-mx-3 t-accordion-menu__list-item" data-menu-target="#advices" data-action="click->accordion-menu#toggleMenu"> <a href="#advices" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Advice from the LiveChat Sales Team" data-action="track#send"> Advice from the LiveChat Sales Team </a> </li> </ul> </li> <a href="#quiz" class="c-menu__item v--top t-accordion-menu__root-button" data-accordion-menu-target="button" data-action="click->accordion-menu#toggleMenu" data-controller="track" data-track-category="Interactions" data-track-action="Nav item Click Mobile" data-track-label="Quiz" data-action="track#send">Quiz</a> </ul> </div> </div> <section class="b--u-py-8 b--md:u-py-12 u-bg-accent" id="welcome"> <div class="o-container u-maxw-5 u-mx-auto u-relative b--md:u-pt-4"> <div class="o-decor"> <img src="welcome-fold-left.svg" alt="" class="u-hidden md:u-block u-w-auto v--bottom v--left o-deco__item u--Mb-xl" width="448" height="322" loading="lazy"> <img src="welcome-fold-right.svg" alt="" class="u-hidden md:u-block u-w-auto v--bottom o-deco__item v--right u--Mb-xl" width="448" height="322" loading="lazy"> </div> <h2 class="b--u-text-3xl u-mb-0 u-text-center">Welcome to LiveChat</h2> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </div>  <section class="b--u-pt-12 b--u-pb-12"> <div class="o-container u-maxw-8 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-3">Say hello</h3> <p class="b--u-text-lg b--u-mb-3">When you join your team on LiveChat, you either receive an invitation email or an invitation link. Whether you click the <b>Join the team</b> button or click on the link, you’re first asked to set up your password. Make sure it’s secure, and save it. You’ll need it to log into the LiveChat Agent app.</p> <img src="say-hello.jpg" alt="LiveChat's invitation email for Agents" class="u-maxw-8 u-mx-auto b--u-mb-8 u-hidden md:u-block" width="696" height="611" loading="lazy" > <img src="say-hello-mobile.png" alt="LiveChat's invitation email for Agents" class="u-maxw-6 u-mx-auto b--u-mb-6 u-block md:u-hidden" width="544" height="587" loading="lazy"> <p class="b--u-text-base b--u-mb-1">Once you set up the password, you’re redirected to the <a href="https://my.livechatinc.com/home/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="LiveChat agent app" data-action="track#send">LiveChat Agent app</a>. When you’re there, you can start receiving chats straight away.</p> <p class="b--u-text-base b--u-mb-12">If you would like to have a look around the app first, switch your <b>Accept chats</b> status off. If you’re going to continue later, use the <b>Log in</b> option on <a href="https://my.livechatinc.com/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="livechat.com" data-action="track#send">livechat.com</a> or, better still, <a href="/app/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="download the LiveChat Agent app" data-action="track#send">download the LiveChat Agent app</a>.</p> <h3 class="b--u-text-2xl b--u-mb-3 u-hide-focus" id="set-your-status">Set your status</h3> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-1">Accepting chats</h4> <p class="b--u-text-lg b--u-mb-6">When you start your shift on chats, make sure the <b>Accept chats</b> toggle is switched on. You can use this toggle to take yourself out of active chatting at the end of your shift, during a break, or when you need to attend to other duties.</p> </div> <div class="o-container"> <img src="accepting-chats.png" alt="Accept chats switcher in LiveChat app" class="u-w-full u-mx-auto b--u-mb-8 u-hidden md:u-block" width="1120" height="584" loading="lazy"> <img src="accepting-chats-mobile.png" alt="Off accepting chats in LiveChat app" class="u-maxw-6 u-mx-auto b--u-mb-8 u-block md:u-hidden" width="544" height="490" loading="lazy"> </div> <div class="o-container u-maxw-8 u-mx-auto"> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-1">Not accepting chats</h4> <p class="b--u-text-lg b--u-mb-6">When you’re off accepting chats, no new chats will be assigned to you. You will still be able to:</p> </div> <div class="o-container"> <img src="not-accepting-chats.png" alt="Off accepting chats in LiveChat app" class="u-w-full u-mx-auto b--u-mb-8 u-hidden md:u-block" width="1120" height="584" loading="lazy"> <img src="not-accepting-chats-mobile.png" alt="Off accepting chats in LiveChat app" class="u-maxw-6 u-mx-auto b--u-mb-8 u-block md:u-hidden" width="544" height="490" loading="lazy"> </div> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <h5 class="b--u-text-base b--u-text-bold b--u-mb-1">️Finish ongoing chats</h5> <p class="b--u-text-base b--u-mb-6">Finish any ongoing chats you may have (when you switch off before the end of your shift).</p> <h5 class="b--u-text-base b--u-text-bold b--u-mb-1">Assign new chats to yourself</h5> <p class="b--u-text-base b--u-mb-6">Assign new chats to yourself, or start a chat manually (<a href="/agents-handbook/#how-to-start-chat-manually">we’ll get into that in the Chats section below</a>).</p> <h5 class="b--u-text-base b--u-text-bold b--u-mb-1">Receive a transferred chat</h5> <p class="b--u-text-base b--u-mb-6">Receive a transferred chat, if one of your teammates transfers one specifically to you (e.g., when you are a specialist who only takes chats after triage).</p> <h5 class="b--u-text-base b--u-text-bold b--u-mb-1">Do any other work</h5> <p class="b--u-text-base b--u-mb-3">Do any other work inside the LiveChat Agent app (handle tickets, monitor traffic on your website, supervise the chats of other agents and more).</p> <p class="b--u-text-base b--u-mb-8">You can read more about statuses in our <a href="/help/application-statuses/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="HelpCenter" data-action="track#send">Help Center</a>.</p> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-6"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/check.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Check your status</p> <p class="b--u-text-base u-mb-0">If you notice you’re not receiving any chats, always make sure that your status is set to <strong>Accept chats</strong>.</p> </div> </div> </div> </div> <p class="b--u-text-base b--u-mb-12">In this menu you can also log out at the end of your shift, and set your notification preferences.</p> <h3 class="b--u-text-2xl b--u-mb-3" id="set-up-notifications">Set up notifications</h3> <p class="b--u-text-lg b--u-mb-6">When you click on <b>Notification preferences</b>, you will be able to configure the notifications to match your workflow.</p> </div> </div> <div class="o-container"> <img src="notifications.png" alt="Notification preferences in LiveChat app" class="u-w-full u-mx-auto b--u-mb-6 u-hidden md:u-block" width="1120" height="584" loading="lazy"> <img src="notifications-mobile.png" alt="Notification preferences in LiveChat app" class="u-maxw-6 u-mx-auto b--u-mb-6 u-block md:u-hidden" width="1120" height="584" loading="lazy"> </div> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <p class="b--u-text-base b--u-mb-8">Make sure that the sound is on and that you can see and hear the notifications well. You can test them in the configuration panel.</p> <img src="notification-preferences.jpg" alt="Notification preferences view in LiveChat app" class="u-maxw-8 u-mx-auto b--u-mb-8 u-hidden md:u-block" width="736" height="696" loading="lazy" > <img src="notification-preferences-mobile.png" alt="Notification preferences view in LiveChat app" class="u-maxw-6 u-mx-auto b--u-mb-8 u-block md:u-hidden" width="544" height="492" loading="lazy" > <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-3"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/notification.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Turn off what you don't need</p> <p class="b--u-text-base u-mb-0">If there is heavy traffic on your website, you might want to disable the <b>New visitor</b> notification not to drown out the sound of events you need to know about, like incoming chat, new message in chat, or new ticket.</p> </div> </div> </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-3"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/bulb.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Turn on what you need</p> <p class="b--u-text-base u-mb-0">If your business is just starting out, you might want to be notified about new and returning visitors on your website, to be able to see in real time which pages they visit, how much time they spend there, and even proactively <a href="#how-to-start-chat-manually" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="start a chat" data-action="track#send">start a chat</a> with them.</p> </div> </div> </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 u-mb-0"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/settings.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Customize notifications</p> <p class="b--u-text-base u-mb-0">Download our <a href="/download/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="desktop app" data-action="track#send">desktop app</a> to be able to customise the notification sounds and even upload your own. You can also customise the notification sounds in our mobile apps for <a href="/app/livechat-for-iphone/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="iPhone" data-action="track#send">iPhone</a> and <a href="/app/livechat-for-android/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Android" data-action="track#send">Android</a>.</p> </div> </div> </div> </div> </div> </div> </section>  <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#ffffff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#F6F6F7"/></svg> </div> <section class="u-bg-gray-900 b--u-py-8 o-wrapper-xy"> <div class="o-container"> <div class="u-maxw-8 u-mx-auto u-hide-focus" id="download"> <p class="b--u-text-2xl b--u-mb-3">Download the LiveChat Agent App</p> <p class="b--u-text-lg b--u-mb-6">You can use the LiveChat Agent app for <a href="https://my.livechatinc.com/home/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="web browser" data-action="track#send">web browser</a>, <a href="/download/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="desktop" data-action="track#send">desktop</a> or mobile. If you would like to read on about it, we have an article on LiveChat Agent apps in our <a href="/help/web-desktop-and-mobile-applications/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Help Center" data-action="track#send">Help Center</a>.</p> </div> </div> <div class="u-relative"> <div role="presentation" class="o-deco"> <img src="download-vector-left.svg" alt="" class="u-hidden lg:u-block u-w-auto o-deco__item v--under b--u-ml-12" width="231" height="301" loading="lazy" > <img src="download-vector-right.svg" alt="" class="u-hidden lg:u-block u-w-auto o-deco__item v--under v--right b--u-mr-12" width="325" height="378" loading="lazy" > </div> <div class="u-maxw-13 u-flex u-flex-row u-flex-wrap u-justify-evenly md:u-justify-center xl:u-justify-between u-relative u-mx-auto"> <div class="u-basis-11 sm:u-basis-5 md:u-basis-3 xl:u-basis-2 u-mx-auto b--md:u-mx-1.5 b--u-mb-3 b--md:u-mb-4 xl:u-mb-0 u-bg-white u-rounded-md u-shadow hover:u-shadow-xl t-transition-shadow u-text-left sm:u-text-center b--u-py-4 u-block c-link__overlay u-flex u-items-center u-flex-row sm:u-flex-col"> <img src="/app/apple.svg" alt="" class="u-w-auto b--sm:u-mb-3 b--u-mx-2 md:u-mx-auto" width="100" height="100" loading="lazy"> <div> <p class="b--u-text-lg b--u-text-bold b--u-px-0.5 b--md:u-px-4 b--u-mb-1 b--md:u-mb-4">LiveChat for Mac</p> <a href="/app/download/?platform=mac" class="u-flex u-flex-row u-flex-center sm:u-justify-center u-items-center b--u-text-sm b--u-text-bold u-mb-0 u-text-primary c-link__overlay__url" data-controller="track" data-track-category="LC-Apps" data-track-action="Download" data-track-label="Mac" data-action="track#send">Download <img src="/app/arrow-down.svg" alt="" class="u-w-auto b--u-ml-0.5 u-mr-0"></a> </div> </div> <div class="u-basis-11 sm:u-basis-5 md:u-basis-3 xl:u-basis-2 u-mx-auto b--md:u-mx-1.5 b--u-mb-3 b--md:u-mb-4 xl:u-mb-0 u-bg-white u-rounded-md u-shadow hover:u-shadow-xl t-transition-shadow u-text-left sm:u-text-center b--u-py-4 u-block c-link__overlay u-flex u-items-center u-flex-row sm:u-flex-col"> <img src="/app/windows.svg" alt="" class="u-w-auto b--sm:u-mb-3 b--u-mx-2 md:u-mx-auto" width="100" height="100" loading="lazy"> <div> <p class="b--u-text-lg b--u-text-bold b--u-px-0.5 b--md:u-px-4 b--u-mb-1 b--md:u-mb-4">LiveChat for Windows</p> <a href="/app/download/?platform=windows" class="u-flex u-flex-row u-flex-center sm:u-justify-center u-items-center b--u-text-sm b--u-text-bold u-mb-0 u-text-primary c-link__overlay__url" data-controller="track" data-track-category="LC-Apps" data-track-action="Download" data-track-label="Windows" data-action="track#send">Download <img src="/app/arrow-down.svg" alt="" class="u-w-auto b--u-ml-0.5 u-mr-0"></a> </div> </div> <div class="u-basis-11 sm:u-basis-5 md:u-basis-3 xl:u-basis-2 u-mx-auto b--md:u-mx-1.5 b--u-mb-3 b--md:u-mb-4 xl:u-mb-0 u-bg-white u-rounded-md u-shadow hover:u-shadow-xl t-transition-shadow u-text-left sm:u-text-center b--u-py-4 u-block c-link__overlay u-flex u-items-center u-flex-row sm:u-flex-col"> <img src="/app/ios.svg" alt="" class="u-w-auto b--sm:u-mb-3 b--u-mx-2 md:u-mx-auto" width="100" height="100" loading="lazy"> <div> <p class="b--u-text-lg b--u-text-bold b--u-px-0.5 b--md:u-px-4 b--u-mb-1 b--md:u-mb-4">LiveChat for iOS</p> <a href="https://apps.apple.com/app/apple-store/id1512395470?pt=118763571&ct=website&mt=8" target="_blank" rel="noopener noreferrer" class="u-flex u-flex-row u-flex-center sm:u-justify-center u-items-center b--u-text-sm b--u-text-bold u-mb-0 u-text-primary c-link__overlay__url" data-controller="track" data-track-category="LC-Apps" data-track-action="Download" data-track-label="iPhone" data-action="track#send">Go to App Store <img src="/app/arrow-top.svg" alt="" class="u-w-auto b--u-ml-0.5 u-mr-0"></a> </div> </div> <div class="u-basis-11 sm:u-basis-5 md:u-basis-3 xl:u-basis-2 u-mx-auto b--md:u-mx-1.5 b--u-mb-3 b--md:u-mb-4 xl:u-mb-0 u-bg-white u-rounded-md u-shadow hover:u-shadow-xl t-transition-shadow u-text-left sm:u-text-center b--u-py-4 u-block c-link__overlay u-flex u-items-center u-flex-row sm:u-flex-col"> <img src="/app/android.svg" alt="" class="u-w-auto b--sm:u-mb-3 b--u-mx-2 md:u-mx-auto" width="100" height="100" loading="lazy"> <div> <p class="b--u-text-lg b--u-text-bold b--u-px-0.5 b--md:u-px-4 b--u-mb-1 b--md:u-mb-4 b--u-mr-3 sm:u-mr-auto">LiveChat for Android</p> <a href="https://play.google.com/store/apps/details?id=com.livechatinc.android&referrer=utm_source=website" target="_blank" rel="noopener noreferrer" class="u-flex u-flex-row u-flex-center sm:u-justify-center u-items-center b--u-text-sm b--u-text-bold u-mb-0 u-text-primary c-link__overlay__url" data-controller="track" data-track-category="LC-Apps" data-track-action="Download" data-track-label="Android" data-action="track#send">Go to Google Play <img src="/app/arrow-top.svg" alt="" class="u-w-auto b--u-ml-0.5 u-mr-0"></a> </div> </div> <div class="u-basis-11 sm:u-basis-5 md:u-basis-3 xl:u-basis-2 u-mx-auto b--md:u-mx-1.5 b--u-mb-3 b--md:u-mb-4 xl:u-mb-0 u-bg-white u-rounded-md u-shadow hover:u-shadow-xl t-transition-shadow u-text-left sm:u-text-center b--u-py-4 u-block c-link__overlay u-flex u-items-center u-flex-row sm:u-flex-col"> <img src="/app/web.svg" alt="" class="u-w-auto b--sm:u-mb-3 b--u-mx-2 md:u-mx-auto" width="100" height="100" loading="lazy"> <div> <p class="b--u-text-lg b--u-text-bold b--u-px-0.5 b--md:u-px-4 b--u-mb-1 b--md:u-mb-4 b--u-mr-3 sm:u-mr-auto">LiveChat on the Web</p> <a href="https://accounts.livechat.com/signup?source_id=all-apps-section&source_type=website&source_url=" class="u-flex u-flex-row u-flex-center sm:u-justify-center u-items-center b--u-text-sm b--u-text-bold u-mb-0 u-text-signup c-link__overlay__url" data-controller="track" data-track-category="Signup" data-track-action="Signup Redirect" data-action="track#send">Sign up free <img src="/app/arrow-right.svg" alt="" class="u-w-auto b--u-ml-0.5 u-mr-0"></a> </div> </div> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#F6F6F7" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffffff"/></svg> </div>  <section class="b--u-pt-12 b--u-pb-12 b--lg:u-pb-20"> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-3 u-hide-focus" id="set-up-agent-profile">Set up your Agent profile</h3> <p class="b--u-text-lg b--u-mb-3">Now, let’s set up your Agent profile. To edit your Agent profile, click on your name in the profile menu.</p> </div> </div> <div class="o-container"> <img src="agent-profile.png" alt="Agent profile in LiveChat app" width="1120" height="454" class="u-maxw-10 u-mx-auto b--u-mb-8" width="" loading="lazy"> </div> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <img src="agent-profile-settings.png" alt="Agent profile settings in LiveChat app" class="u-maxw-8 u-mx-auto b--u-mb-8 u-hidden md:u-block" width="736" height="542" loading="lazy" > <img src="agent-profile-settings-mobile.png" alt="Agent profile settings in LiveChat app" class="u-maxw-6 u-mx-auto b--u-mb-8 u-block md:u-hidden" width="544" height="644" loading="lazy" > <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Add photo</h4> <p class="b--u-text-base b--u-mb-4">Add a photo to your profile. Customers appreciate seeing who they’re chatting with. You can also pick a photo from our gallery of default faces.</p> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Edit your name</h4> <p class="b--u-text-base b--u-mb-4">Make sure that your Name is one you want to be displayed to the customers.</p> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Edit your job title</h4> <p class="b--u-text-base b--u-mb-4">Make sure the Job title reflects your company’s naming convention. Both your name and your job title will be displayed to the customer when they start the chat.</p> <img src="job-title.jpg" alt="Displaying job title in LiveChat app" class="u-maxw-8 u-mx-auto b--u-mb-8" width="736" height="682" loading="lazy" > <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Private email</h4> <p class="b--u-text-base b--u-mb-4">Your email is not displayed for the customers to see.</p> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Set your Status after logging in</h4> <p class="b--u-text-base b--u-mb-8">Set your Status after logging in. If you jump on chat right after logging in to the LiveChat Agent app, leave it at Accept chats. If you need time in the app before getting your first chat, e.g., to handle tickets, look through Archives, or supervise your teammates’ chats, switch your Status after logging in to Don’t accept chats.</p> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 u-Mb-xs"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/callendar.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Set up working hours</p> <p class="b--u-text-base u-mb-0">Your team may be using the <a href="/help/configuring-the-work-scheduler/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Work scheduler" data-action="track#send">Work scheduler</a>. If this is the case, the <b>Working hours</b> toggle will be switched to green, and you won’t need to set the Status after logging in. Your Status will be set to accepting chats during your working hours and to not accepting chats after hours. You’ll still be able switch off chats for breaks, and to attend to other duties. All you need to do is make sure you are logged into the LiveChat Agent app. Work scheduler is available in Business and Enterprise <a href="/pricing/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Pricing plans" data-action="track#send">plans</a>.</p> </div> </div> </div><div class="b--u-pt-4"> <img src="/agents-handbook/working-hours.png" alt="Work scheduler in LiveChat" class="u-w-full u-mx-auto u-hidden md:u-block " width="668" loading="lazy" ><img src="/agents-handbook/set-up-working-hours-mobile.png" alt="Work scheduler in LiveChat" class="u-w-full u-mx-auto u-block md:u-hidden" width="668" loading="lazy" > </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 u-Mb-xs"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/group.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Check if you're on the right team</p> <p class="b--u-text-base u-mb-0">Your company may be using Groups to direct chats to different departments or teams. Check with your leader if you are added to the appropriate Groups to be able to receive chats, access tickets and archived chats as well as canned responses or tags. <a href="/help/dividing-live-chat-by-group/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Read more about Groups in our Help Center" data-action="track#send">Read more about Groups in our Help Center</a>.</p> </div> </div> </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-livechat u-rounded b--u-p-3 b--md:u-p-4 u-Mb-lg"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/warning.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"> <p class="b--u-text-base u-mb-0">In the <a href="https://my.livechatinc.com/team" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Agents (Agents section in LC app)" data-action="track#send">Team</a> section, you can see your whole team. You can see the roles that various team members have. Depending on the role, you have access to different sections of the LiveChat Agent app. <a href="/help/livechat-roles-owner-administrators-and-agents/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Read more about roles" data-action="track#send">Read more about roles</a>.<br>Your team leader will usually have an <b>Admin</b> or <b>Owner</b> role, and in this Handbook, we’ll sometimes recommend consulting them for the specific ways your company uses LiveChat.</p> </div> </div> </div> </div> <p class="b--u-text-base b--u-mb-8">One such thing is the <b>Concurrent chat limit</b>. This is set in your Agent profile by an Admin on your team. <b>Concurrent chat limit</b> is the max number of chats you may be assigned at the same time. We usually recommend 3 concurrent chats for rookies and up to 6 for seasoned agents, but it can depend on many business-specific factors.</p> </div> </div> <div class="o-container"> <img src="chat-limit.png" alt="Seting current chat limit in LiveChat app" class="u-w-full u-mx-auto b--u-mb-8 u-hidden md:u-block" width="1120" height="493" loading="lazy"> <img src="chat-limit-mobile.png" alt="Seting current chat limit in LiveChat app" class="u-maxw-6 u-mx-auto b--u-mb-8 u-block md:u-hidden" width="544" height="455" loading="lazy"> </div> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <p class="b--u-text-base u-mb-0">Every time a customer starts a chat, the chat will go to the agent with the fewest ongoing chats. Once all agents have met their chat limit, the next customer is directed to the queue, where they will wait until one of the agents has a slot available, i.e. finishes one of their ongoing chats.</p> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffd000"/></svg> </div> <section class="b--u-py-8 b--md:u-py-12 u-bg-accent"> <div class="o-container u-maxw-5 u-mx-auto u-relative" id="chats"> <div class="o-decor"> <img src="chats-fold-left.svg" alt="" class="u-hidden md:u-block u-w-auto v--bottom v--left o-deco__item u--Mb-xl" width="448" height="322" loading="lazy"> <img src="chats-fold-right.svg" alt="" class="u-hidden md:u-block u-w-auto v--bottom o-deco__item v--right u--Mb-xl" width="448" height="322" loading="lazy"> </div> <h2 class="b--u-text-3xl u-mb-0 u-text-center">Chats</h2> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </div>  <section class="b--u-pt-12 b--u-pb-12"> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-3">Getting a chat</h3> <p class="b--u-text-lg b--u-mb-8">When a customer starts a chat the first message they receive is <a href="/help/targeted-messages/#the-difference-between-targeted-messages-and-welcome-messages" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="an automatic message" data-action="track#send">an automatic message</a> set up in the LiveChat Agent app. This way when you get a chat, you have a bit of time to get ready.</p> </div>  <div data-controller="lazyplay" class="u-relative u-maxw-10 u-mx-auto b--u-mb-6" style="max-width:928px;max-height:523px;"> <video preload="none" loop playsinline muted src="/agents-handbook/getting-a-chat-screen.d00295cb880b92caa642301d8201b64059a80bc8911c59a72ede958d806b91a7.mp4" width="928" height="523" style="--aspect-ratio: 928/523;" title="" data-lazyplay-target="video" poster="/agents-handbook/getting-a-chat-screen_hu65a55032e6f73466b12272f972f15caf_160675_2240x0_resize_q75_h2_catmullrom_3.2e8452c2fe9d5a72ffbc25acc42c8e2caafda35031c5ef4d9b5291555fea8376.webp"></video> <img src="/agents-handbook/getting-a-chat-screen_hu65a55032e6f73466b12272f972f15caf_160675_2240x0_resize_q75_h2_catmullrom_3.2e8452c2fe9d5a72ffbc25acc42c8e2caafda35031c5ef4d9b5291555fea8376.webp" loading="lazy" width="928" height="523" data-lazyplay-target="poster" style="position:absolute;top:0;left:0;width:100%;" data-action="click->lazyplay#play" /> </div> <div class="u-maxw-8 u-mx-auto"> <p class="b--u-text-lg b--u-mb-8">When the customer starts to type their message, you’ll see what they are writing in real time. When you write a response, the customer can see that you are composing a message, but they can’t see what you’re writing.</p> </div>  <div data-controller="lazyplay" class="u-relative u-maxw-10 u-mx-auto b--u-mb-8 b--md:u-mb-12" style="max-width:928px;max-height:523px;"> <video preload="none" loop playsinline muted src="/agents-handbook/message-sneak-peek-screen.c711ad26536e2725fee29355cebc6a47e055e0ebd386872b9af61db3b913a150.mp4" width="928" height="523" style="--aspect-ratio: 928/523;" title="" data-lazyplay-target="video" poster="/agents-handbook/message-sneak-peek-screen_hu7589ec6d30d701354baa21f7235ee0bb_158441_1856x0_resize_q75_h2_catmullrom_3.d7fac2a29520c128d24bb8a7dfe9ec6b8fb1beaefe32b15f98a547f0e84f49dc.webp"></video> <img src="/agents-handbook/message-sneak-peek-screen_hu7589ec6d30d701354baa21f7235ee0bb_158441_1856x0_resize_q75_h2_catmullrom_3.d7fac2a29520c128d24bb8a7dfe9ec6b8fb1beaefe32b15f98a547f0e84f49dc.webp" loading="lazy" width="928" height="523" data-lazyplay-target="poster" style="position:absolute;top:0;left:0;width:100%;" data-action="click->lazyplay#play" /> </div> <div class="u-maxw-8 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-3 u-hide-focus" id="where-do-chats-come-from">Where do chats come from?</h3> <p class="b--u-text-lg b--u-mb-8">Chats are started by the customer. The customer can send a message in the Chat Widget on your company’s website, on <a href="/help/direct-chat-link/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="the chat page" data-action="track#send">the chat page</a>, or in <a href="https://developers.livechat.com/docs/extending-chat-widget/#mobile-chat-widgets" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="your company's mobile app" data-action="track#send">your company’s mobile app</a>, if the Chat Widget has been implemented there.</p> </div> <img src="channels.png" alt="Messaging channels in LiveChat app" class="u-w-full u-mx-auto b--u-mb-6 u-hidden md:u-block" width="1120" height="641" loading="lazy"> <img src="channels-mobile.png" alt="Messaging channels in LiveChat app" class="u-maxw-6 u-mx-auto b--u-mb-6 u-mx-auto u-block md:u-hidden" width="544" height="431" loading="lazy"> <div class="u-maxw-8 u-mx-auto"> <p class="b--u-text-base b--u-mb-3">Additionally, LiveChat can be integrated with <a href="/marketplace/apps/social-media/?categories=social-media&sortBy=recommended" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="social media messagers" data-action="track#send">social media messengers</a>, <a href="/help/apple-business-chat-connect-with-customers-in-messages-app/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Apple Business Chat" data-action="track#send">Apple Messages for Business</a>, or <a href="/marketplace/search/?query=sms" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="SMS" data-action="track#send">SMS</a>. Check with your team leader which channels you use as a company.</p> <p class="b--u-text-base b--u-mb-6">One more source of chats is the chat transfer. A colleague can transfer a chat to your team, or to you specifically. You can read more about it in <a href="#team-collaboration">Team collaboration</a> below.</p> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-6"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/check.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Check it for yourself</p> <p class="b--u-text-base u-mb-0">Start a chat on your company’s website to see what the experience is like for the customer. You can ask your teammate to transfer the chat to you, and try having a chat with yourself.</p> </div> </div> </div> </div> <p class="b--u-text-base b--u-mb-12">While technically the chat starts when the customer sends a message or clicks on a button in the Chat Widget, LiveChat lets you invite customers to chat. This can be done automatically, with <a href="/help/targeted-messages/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Targeted messages" data-action="track#send">targeted messages</a>, or manually, from the Traffic section of the LiveChat Agent app.</p> <h3 class="b--u-text-xl b--u-mb-3 u-hide-focus" id="how-to-start-chat-manually">How to start a chat manually?</h3> <p class="b--u-text-base b--u-mb-6">In the Traffic section you see customers as they browse your website in real time.</p> </div> <img src="starting-chat.png" alt="Starting a chat as Agent in LiveChat app" class="u-w-full u-mx-auto b--u-mb-6 u-hidden md:u-block" width="1120" height="444" loading="lazy"> <img src="starting-chat-mobile.png" alt="Starting a chat as Agent in LiveChat app" class="u-w-full u-mx-auto b--u-mb-6 u-block md:u-hidden" width="637" height="471" loading="lazy"> <div class="u-maxw-8 u-mx-auto"> <p class="b--u-text-base b--u-mb-8">Click on <b>Start chat</b> to send a preset <a href="/help/targeted-messages/#the-difference-between-targeted-messages-and-welcome-messages" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="welcome message" data-action="track#send">welcome message</a> or on the pen icon to customize the message you want to send to the customer. Once you do, you’ll see the chat on the list in the Chats section.</p> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-12"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/handshake.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Chat with your leader</p> <p class="b--u-text-base u-mb-0">Sending manual invitations is a strategic choice, so check with your team leader if you should use it.</p> </div> </div> </div> </div> <h3 class="b--u-text-2xl b--u-mb-6 u-hide-focus" id="chats-section-in-livechat-app">Chats section in LiveChat Agent app:</h3> <h4 class="b--u-text-xl b--u-mb-3">Chat lists</h4> <p class="b--u-text-lg b--u-mb-6">On the left of the Chats view there is a list of all chats that may require your attention.</p> </div> <img src="chat-list.png" alt="Chat list view in LiveChat app" class="u-maxw-10 u-mx-auto b--u-mb-6 u-hidden md:u-block" width="928" height="553" loading="lazy"> <img src="chat-list-mobile.png" alt="Chat list view in LiveChat app" class="u-maxw-6 u-mx-auto b--u-mb-6 u-block md:u-hidden" width="544" height="522" loading="lazy"> <div class="u-maxw-8 u-mx-auto"> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">My chats:</h5> <p class="b--u-text-base b--u-mb-6">My chats are the ongoing chats that have been assigned to you. Make sure that customers don’t wait too long for a reply. If they wait for more than 40 seconds, there will be a red rim around their circle. If they don’t reply for too long, the circle will be grayed out. <a href="/help/how-to-chat-window/#chat-list" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Read more about active and inactive chats" data-action="track#send">Read more about active and inactive chats</a>.</p> </div> <img src="my-chats.png" alt="My chats view in LiveChat app" class="u-maxw-10 u-mx-auto b--u-mb-6 u-hidden md:u-block" width="928" height="553" loading="lazy"> <img src="my-chats-mobile.png" alt="My chats view in LiveChat app" class="u-maxw-10 u-mx-auto b--u-mb-6 u-block md:u-hidden" width="580" height="557" loading="lazy"> <div class="u-maxw-8 u-mx-auto"> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Queued chats:</h5> <p class="b--u-text-base">Queued chats are a list of customers waiting in the queue. Customers are queued for two reasons. One, there are more customers starting a chat than the agents on duty can handle, that is, all the agents have met their <b>concurrent chat limit</b>. Two, the chat routing set up for your team is <b>Manual selection</b>. With manual selection, all of the customers who start a chat begin in the queue. Agents can select one when they’re available. <a href="/help/queue-configuration/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Read more about queue configuration" data-action="track#send">Read more about queue configuration</a>.</p> <p class="b--u-text-base b--u-mb-6">To select a chat from the queue, click on the chat and then on <b>Pick from queue</b>.</p> </div>  <div data-controller="lazyplay" class="u-relative u-maxw-10 u-mx-auto u-rounded b--u-mb-6" style="max-width:928px;max-height:523px;"> <video preload="none" loop playsinline muted src="/agents-handbook/queued-chats-screen-view.5c0dd74b962309b7b91eb1897b3b7be108dd12e62014eeb93a32920235796e77.mp4" width="928" height="523" style="--aspect-ratio: 928/523;" title="" data-lazyplay-target="video" ></video> </div> <div class="u-maxw-8 u-mx-auto"> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Unassigned chats:</h5> <p class="b--u-text-base b--u-mb-6">Unassigned chats are chats started by customers when your team was offline, if the <a href="https://my.livechatinc.com/settings/availability" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="availability" data-action="track#send">availability</a> of your Chat Widget is set to <a href="/help/messaging-mode/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="always (messaging mode)" data-action="track#send"><b>Always</b></a>. Otherwise, they can be messages sent on <a href="/marketplace/apps/facebook-messenger/#description" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Facebook Messenger" data-action="track#send">Facebook Messenger</a>, <a href="/marketplace/apps/apple-messages-for-business/#description" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Apple Business Chat" data-action="track#send">Apple Messages for Business</a>, <a href="/marketplace/apps/whatsapp-business/#description" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="WhatsApp" data-action="track#send">WhatsApp</a>, or <a href="/marketplace/apps/twilio/#description" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Twilio" data-action="track#send">Twilio</a>. Ask your team leader if your company uses these options. To assign a chat to yourself, click on a chat on the list, and then click on Assign to me.</p> </div>  <div data-controller="lazyplay" class="u-relative u-maxw-10 u-mx-auto b--u-mb-6 u-rounded" style="max-width:928px;max-height:523px;"> <video preload="none" loop playsinline muted src="/agents-handbook/assign-chat-screen.e88949e184e9ae100719e98d59cfefe76cef73b48b5b2753961ae4db1fc3e79f.mp4" width="928" height="523" style="--aspect-ratio: 928/523;" title="" data-lazyplay-target="video" ></video> </div> <div class="u-maxw-8 u-mx-auto"> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Supervised chats</h5> <p class="b--u-text-base b--u-mb-12">Supervised chats is a list of your teammates’ chats you have picked to supervise. You can supervise those chats and see how other agents communicate with visitors. For more details, see the <a href="#team-collaboration">Team collaboration</a> section.</p> <h4 class="b--u-text-xl b--u-mb-3">Chat view</h4> <p class="b--u-text-base b--u-mb-6">This is where you will see the entire conversation with the customer, together with the data the customer provided in the <a href="/help/chat-surveys/#pre-chat" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="pre-chat survey" data-action="track#send">pre-chat survey</a>. If the customer chatted with your team before, you’ll be able to see their previous chats when you scroll up.</p> </div> <img src="chat-view.png" alt="Chat view in LiveChat app" class="u-maxw-10 u-mx-auto b--u-mb-6" width="928" height="553" loading="lazy"> <div class="u-maxw-8 u-mx-auto"> <h4 class="b--u-text-xl b--u-mb-3">Message area</h4> <p class="b--u-text-lg b--u-mb-8">Here you type in the messages you want to send to the customer, add emojis, upload files, use canned responses and whisper to your teammates.</p> </div> <div class="c-tour v--middle b--u-mb-8" data-controller="tour"> <div class="c-tour__features"> <div class="c-tour__feature v--active" data-tour-target="feature" data-action="click->tour#fadeIn"> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Canned responses</h4> <p class="b--u-text-sm">Canned responses can take your customer support to the next level. Learn all about them in <a href="#team-collaboration">Team collaboration</a>.</p> <img src="canned-responses.png" alt="Canned responses in LiveChat app" class="c-tour__image" > </div> <div class="c-tour__feature" data-tour-target="feature" data-action="click->tour#fadeIn"> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Attachments</h4> <p class="b--u-text-sm">If you need to send a file to the customer, just attach it right in the chat. You can upload files up to 10MB to send them in chat.</p> <img src="attachments.png" alt="Sending attachments in LiveChat app" class="c-tour__image" > </div> <div class="c-tour__feature" data-tour-target="feature" data-action="click->tour#fadeIn"> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Emoji</h4> <p class="b--u-text-sm">One rule of good customer relations is mirroring your customer’s language. If they use emojis, be sure to respond in kind using our emoji picker!</p> <img src="emoji-picker.png" alt="Emoji picker in LiveChat app" class="c-tour__image" > </div> <div class="c-tour__feature" data-tour-target="feature" data-action="click->tour#fadeIn"> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-0.5">Private messages</h4> <p class="b--u-text-sm">When a teammate supervises your chat, you can switch the toggle to Private to send them a message the customer won’t see. For more, see <a href="#team-collaboration">Team collaboration</a> below.</p> <img src="private-messages.png" alt="Agent's private messages in LiveChat app" class="c-tour__image" > </div> </div> <div class="c-tour__gallery" data-tour-target="gallery"> <img src="canned-responses.png" alt="" width="544" height="544" class="u-maxw-6" lazy="false" > <img src="attachments.png" alt="" width="544" height="544" class="u-maxw-6" lazy="false" hidden="true" > <img src="emoji-picker.png" alt="" width="544" height="544" class="u-maxw-6" lazy="false" hidden="true" > <img src="private-messages.png" alt="" width="544" height="544" class="u-maxw-6" lazy="false" hidden="true" > </div> </div> <div class="u-maxw-8 u-mx-auto"> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-3"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/hand.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Take individual approach</p> <p class="b--u-text-base u-mb-0">It’s always a good idea to take an individual approach. Address the customer with the name they provided in the pre-chat to make them feel welcome.</p> </div> </div> </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-12"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/message.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Mirror customer’s language</p> <p class="b--u-text-base u-mb-0">Mirroring customer's language goes beyond using emojis. Whether the customer is formal and serious or informal and makes jokes, respond in kind.</p> </div> </div> </div> </div> <h4 class="b--u-text-xl b--u-mb-3 u-hide-focus" id="customer-details">Customer details</h4> <p class="b--u-text-lg b--u-mb-8">Here you will find all the information about your customers.</p> </div> <div class="o-feature v--inverse b--u-mb-12"> <div> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Cutomer details</h5> <p class="b--u-text-base b--u-mb-6">You can check their email address, location, the page they are currently on, and much more.</p> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Customize data</h5> <p class="b--u-text-base b--u-mb-6">You can adjust the type of information displayed in this area as well as the order in which particular segments appear. <a href="/help/customer-details/#widget-types" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Check how to customize Details">Check how to customize Details</a>. </p> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">CRM</h5> <p class="b--u-text-base u-mb-0">You can also forward leads into your CRM or view customer information from your company’s CRM, if it has been integrated with LiveChat. <a href="/help/welcome-to-the-livechat-marketplace/#create-leads-from-chat-and-see-your-customers-details-in-the-agent-app" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Find out more about CRM integrations" data-action="track#send">Find out more about CRM integrations</a>.</p> </div> <div> <img src="customer-details-chat.png" alt="Customer details view in LiveChat app" width="640" height="641" class="o-feature__zoom u-maxw-7 u-hidden lg:u-block" loading="lazy" > <img src="customer-details-chat-mobile.png" alt="Customer details view in LiveChat app" class="u-maxw-6 u-mx-auto u-block lg:u-hidden" width="393" height="563" loading="lazy" > </div> </div> <div class="u-maxw-8 u-mx-auto"> <h4 class="b--u-text-xl b--u-mb-6">How does a chat end?</h4> <p class="b--u-text-lg b--u-text-bold b--u-mb-3">A chat ends:</p> <ol class="c-list v--illustrated-tick b--u-pl-6 b--u-mb-6"> <li class="c-list__item b--u-text-base b--u-mb-3">When the <b>customer closes</b> the chat widget on your website.</li> <li class="c-list__item b--u-text-base b--u-mb-3">When they <b>leave your website.</b></li> <li class="c-list__item b--u-text-base b--u-mb-3">The chat will close automatically when there are <b>no new messages sent in a given time</b>. Ask your team leader how this is set for your team. <a href="/help/how-to-make-the-most-of-messaging-mode/#first-steps-in-messaging-mode" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Learn more about inactivity timeouts" data-action="track#send">Learn more about inactivity timeouts</a>.</li> <li class="c-list__item b--u-text-base u-mb-0">You can close the chat at your end. Find it on the list and click the <span><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg" style=" position: relative; margin-bottom: -6px;"><mask id="a" style="mask-type:alpha" maskUnits="userSpaceOnUse" x="5" y="5" width="14" height="15"><path fill-rule="evenodd" clip-rule="evenodd" d="M19 6.4 17.6 5 12 10.6 6.4 5 5 6.4l5.6 5.6L5 17.6 6.4 19l5.6-5.6 5.6 5.6 1.4-1.4-5.6-5.6L19 6.4Z" fill="#fff"/></mask><g mask="url(#a)"><path fill-rule="evenodd" clip-rule="evenodd" d="M0 0h24v24H0V0Z" fill="#424D57"/></g></svg></span> in the top right corner. If the chat hasn’t been closed by the customer or an inactivity timeout, you’ll be asked to confirm closing the chat. Click <b>“Close and archive”</b> to close the chat and remove it from your list.</li> </ol> </div>  <div data-controller="lazyplay" class="u-relative u-maxw-10 u-mx-auto b--u-mb-6 u-rounded" style="max-width:928px;max-height:523px;"> <video preload="none" loop playsinline muted src="/agents-handbook/close-and-archive-screen.d7363aff4e5d82016d916ac947481718006288bfb53dbf5125a57f5e08cfcd29.mp4" width="928" height="523" style="--aspect-ratio: 928/523;" title="" data-lazyplay-target="video" ></video> </div> <div class="u-maxw-8 u-mx-auto"> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 u-Mb-xs"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/tap.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Tag your chats</p> <p class="b--u-text-base u-mb-0">Before you close the chat, remember to tag it to let the rest of your team know what the chat was about. <a href="/help/tagging-chats-and-tickets/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Learn more about tags" data-action="track#send">Learn more about tags</a>.</p> </div> </div> </div><div class="b--u-pt-4"> <img src="/agents-handbook/tags.png" alt="Tags in LiveChat app" class="u-w-full u-mx-auto u-hidden md:u-block " width="668" loading="lazy" ><img src="/agents-handbook/tags-mobile.png" alt="Tags in LiveChat app" class="u-w-full u-mx-auto u-block md:u-hidden" width="668" loading="lazy" > </div> </div> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffd000"/></svg> </div> <section class="b--u-py-8 b--md:u-py-12 u-bg-accent"> <div class="o-container u-maxw-5 u-mx-auto u-relative"> <div class="o-decor"> <img src="tickets-fold-left.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--left v--top u--Mt-xl" width="448" height="325" loading="lazy" style="top: -73%;"> <img src="tickets-fold-right.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--right v--top u--Mt-xl" width="448" height="324" loading="lazy" style="top: -73%;"> </div> <div class="u-relative"> <h2 class="b--u-text-3xl u-mb-0 u-text-center">Tickets</h2> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </div>  <section class="b--u-pt-12 b--u-pb-12 b--lg:u-pb-20"> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-livechat u-rounded b--u-p-3 b--md:u-p-4 u-Mb-lg"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/warning.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"> <p class="b--u-text-base u-mb-0">This section refers to the legacy LiveChat ticketing system available to new customers till June 1, 2023. To let customers leave a message after working hours, switch your LiveChat <a href="https://my.livechatinc.com/settings/availability?utm_source=agents-handbook&utm_medium=referral&utm_campaign=agents-handbook-tickets" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Availability (info about killing LC tickets)" data-action="track#send">availability to Always</a>. For more complex chat cases and managing email channel, you can integrate with <a href="https://www.livechat.com/marketplace/apps/helpdesk/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="HelpDesk (info about killing LC tickets)" data-action="track#send">HelpDesk</a>, our ticketing system, to optimize your workflow with tags, statuses, and more. If you’re already using HelpDesk tickets, please refer to the <a href="https://www.helpdesk.com/help/tickets-dashboard-guide/?utm_source=livechat.com&utm_medium=referral&utm_campaign=agents-handbook-tickets" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="HelpDesk dashboard guide (info about killing LC tickets)" data-action="track#send">HelpDesk dashboard guide</a>.</p> </div> </div> </div> </div> <h3 class="b--u-text-2xl b--u-mb-3 u-hide-focus" id="where-do-tickets-come-from">Where do tickets come from?</h3> <p class="b--u-text-lg b--u-mb-3">Tickets are usually cases that take more than one chat to finish. Sometimes you need to consult a colleague or a supervisor, sometimes both you and the customer need to wait for something to happen. It is our experience that customers don’t mind waiting as long as they know what they are waiting for, and approximately how long it will take.</p> <p class="b--u-text-lg b--u-mb-8">There are <b>four ways</b> you can receive a ticket: </p> </div> <div class="u-maxw-10 u-mx-auto b--u-mb-20"> <div class="o-columns v--two v--sparse"> <div> <img src="tickets-from-chat.png" alt="Creating ticket during the chat in LiveChat app" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">From chat</p> <p class="b--u-text-base u-mb-0">You can create it manually during chat or from Archives by clicking on the button<img src="menu-button.svg" class="u-w-auto u-inline-block u-relative u--Mb-2xs">and selecting Create ticket.</p> </div> <div> <img src="tickets-from-ticket-form.png" alt="Creating ticket in ticket form in LiveChat app" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">From ticket form</p> <p class="b--u-text-base u-mb-0">Customers can leave a message in the ticket form on your website when your team is off duty (no one is available to chat and the ticket form is enabled).</p> </div> <div> <img src="tickets-from-tickets.png" alt="Creating ticket in Ticket section in LiveChat app" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">From Tickets</p> <p class="b--u-text-base">You can click on the New ticket button in the <a href="#tickets-section-in-livechat-app" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Tickets section" data-action="track#send">Tickets</a> section.</p> </div> <div> <img src="tickets-from-inbox.png" alt="Forwarding support emails into LiveChat as tickets" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">From your inbox</p> <p class="b--u-text-base">Your company may forward your support emails into LiveChat as tickets.</p> </div> </div> </div> <div class="u-maxw-8 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-8 u-hide-focus" id="tickets-section-in-livechat-app">Tickets section in the LiveChat Agent app</h3> </div> <div class="u-maxw-10 u-mx-auto"> <div class="b--u-mb-12 u-relative"> <div class="t-tooltip u-absolute t-ah-tooltip-dot v--1 u-hidden md:u-block"> <span class="u-block u-bg-accent u-flex u-justify-center u-items-center b--u-text-lg b--u-text-bold u-round" data-controller="tippy" data-tooltip="The record of the whole ticket with timestamps. When the ticket is created from chat, it will include the chat transcript." style="cursor: pointer; width: 48px; height: 48px;">1</span> </div> <div class="t-tooltip u-absolute t-ah-tooltip-dot v--2 u-hidden md:u-block"> <span class="u-block u-bg-accent u-flex u-justify-center u-items-center b--u-text-lg b--u-text-bold u-round" data-controller="tippy" data-tooltip="Message area is where you can enter your reply to the ticket and send it over by clicking on the Submit button." style="cursor: pointer; width: 48px; height: 48px;">2</span> </div> <div class="t-tooltip u-absolute t-ah-tooltip-dot v--3 u-hidden md:u-block"> <span class="u-block u-bg-accent u-flex u-justify-center u-items-center b--u-text-lg b--u-text-bold u-round" data-controller="tippy" data-tooltip="You can use canned responses and upload attachments. Click on the toggle marked <b>Private</b> to send private messages in the ticket. You can add notes, brief your teammate before you assign the ticket to them, etc." style="cursor: pointer; width: 48px; height: 48px;">3</span> </div> <div class="t-tooltip u-absolute t-ah-tooltip-dot v--4 u-hidden md:u-block"> <span class="u-block u-bg-accent u-flex u-justify-center u-items-center b--u-text-lg b--u-text-bold u-round" data-controller="tippy" data-tooltip="Change the status of the ticket using this drop-down menu." style="cursor: pointer; width: 48px; height: 48px;">4</span> </div> <img src="customer-details-screen.png" alt="" class="u-w-full u-mx-auto u-shadow-xl u-rounded" width="928" height="546" loading="lazy"> </div> </div> <div class="o-feature v--inverse b--u-mb-20"> <div class="b--lg:u-pr-6"> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Ticket info</h5> <p class="b--u-text-base b--u-mb-6">Basic information regarding the ticket and its current state.</p> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Assignee</h5> <p class="b--u-text-base b--u-mb-6">The person responsible for the ticket. To change the assignee, click on <b>Change</b>.</p> <h5 class="b--u-text-lg b--u-text-bold b--u-mb-1.5">Requester</h5> <p class="b--u-text-base u-mb-0">The customer requesting the ticket. You can change the customer’s email at any time (e.g. when the customer wants you to follow up on the issue with their colleague), you can also add more people to the loop.</p> </div> <div> <img src="customer-details.png" alt="Customer details in LiveChat app" class="o-feature__zoom u-maxw-7 u-hidden md:u-block" width="640" height="641" loading="lazy" > <img src="customer-details-mobile.png" alt="Customer details in LiveChat app" class="u-maxw-6 u-mx-auto u-block md:u-hidden" width="544" height="758" loading="lazy" > </div> </div> <div class="u-maxw-8 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-3 u-hide-focus" id="tickets-workflow">Tickets workflow</h3> <p class="b--u-text-lg b--u-mb-8">The status of tickets changes automatically as you work.</p> </div> <img src="tickets-workflow.png" alt="Tickets workflow in LiveChat app" class="u-maxw-10 u-mx-auto b--u-mb-12" width="1120" height="684" loading="lazy"> <div class="u-maxw-8 u-mx-auto"> <img src="status-open.svg" alt="" class="u-w-auto u-ml-0 b--u-mb-2" width="110" height="41" loading="lazy"> <p class="b--u-text-base b--u-mb-6">Every time you receive or create a ticket, it will have the Open status. This means that the case is ongoing and needs attention.</p> <img src="status-pending.svg" alt="" class="u-w-auto u-ml-0 b--u-mb-2" width="142" height="41" loading="lazy"> <p class="b--u-text-base b--u-mb-6">When you send a message to the customer, e.g., ask the customer for some additional information, the status of the ticket will change to Pending. As soon as you get an answer, it will switch back to Open. If the customer does not respond in three days, LiveChat will send an automatic reminder. If the customer still does not respond, the ticket status will be automatically changed to Solved after additional 4 days.</p> <img src="status-solved.svg" alt="" class="u-w-auto u-ml-0 b--u-mb-2" width="126" height="41" loading="lazy"> <p class="b--u-text-base b--u-mb-6">When a case is finished, you can close the ticket by changing its status to Solved. The customer will be notified about it and asked to rate their experience.</p> <img src="status-spam.svg" alt="" class="u-w-auto u-ml-0 b--u-mb-2" width="100" height="41" loading="lazy"> <p class="b--u-text-base b--u-mb-3">If the ticket you received contains malicious and unwanted content, you can mark it as Spam. Use this status carefully, all emails from an address marked as spam will automatically be assigned this status in the future.</p> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 u-Mb-xs"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/bulb.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Is it spam?</p> <p class="b--u-text-base u-mb-0">If a ticket is not malicious, but it’s been sent by mistake, for example, it is better to switch its status to Solved without replying to it. In this case, the customer will not be notified that the ticket has been solved, but if they need your attention at another time, their email will not be blocked.</p> </div> </div> </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-helpdesk u-rounded b--u-p-3 b--md:u-p-4 u-mb-0"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/helpdesk.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Connect with HelpDesk</p> <p class="b--u-text-base u-mb-0">If your team relies heavily on tickets and asynchronous communication in your everyday work, you might want to integrate LiveChat with <a href="https://www.helpdesk.com/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="HelpDesk" data-action="track#send">HelpDesk</a>, another one of our products. It has more sophisticated customisation options, collaboration tools and automated workflows. </p> </div> </div> </div> </div> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffd000"/></svg> </div> <section class="b--u-py-8 b--md:u-py-12 u-bg-accent"> <div class="o-container u-maxw-5 u-mx-auto u-relative" id="team-collaboration"> <div class="o-decor"> <img src="team-fold-left.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--left v--bottom u--Mb-xl" width="448" height="337" loading="lazy"> <img src="team-fold-right.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--right v--bottom u--Mb-2xl" width="448" height="323" loading="lazy"> </div> <h2 class="b--u-text-3xl u-mb-0 u-text-center">Team collaboration</h2> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </div>  <section class="b--u-pt-12 b--u-pb-12 b--lg:u-pb-20"> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-3">Teamwork</h3> <p class="b--u-text-lg b--u-mb-6">At LiveChat we truly believe that our greatest strength is our team. This is why the LiveChat Agent app supports teamwork every step of the way.</p> <h3 class="b--u-text-xl b--u-mb-3 u-hide-focus" id="canned-responses">Canned responses</h3> <p class="b--u-text-lg b--u-mb-6">Probably the biggest asset and time saver for your team will be the canned responses. They allow you to recall premade answers by typing in hash (#) and the shortcut for the desired response.</p> </div>  <div data-controller="lazyplay" class="u-relative u-maxw-10 u-mx-auto b--u-mb-6 u-rounded" style="max-width:928px;max-height:523px;"> <video preload="none" loop playsinline muted src="/agents-handbook/livechat-canned-responses.b0797f3d207eac7038c1d1b898abab36acf8377924705fd52f687a5b728d0991.mp4" width="928" height="523" style="--aspect-ratio: 928/523;" title="" data-lazyplay-target="video" poster="/agents-handbook/livechat-canned-responses_hu789ea28814751072bfd4f9e9ca0f4b4d_156570_2240x0_resize_q75_h2_catmullrom.ad35fa9c2aa39c572610d5f20d6f41468203507c4f3412bf3dbf43859d46e0e0.webp"></video> <img src="/agents-handbook/livechat-canned-responses_hu789ea28814751072bfd4f9e9ca0f4b4d_156570_2240x0_resize_q75_h2_catmullrom.ad35fa9c2aa39c572610d5f20d6f41468203507c4f3412bf3dbf43859d46e0e0.webp" loading="lazy" width="928" height="523" data-lazyplay-target="poster" style="position:absolute;top:0;left:0;width:100%;" data-action="click->lazyplay#play" /> </div> <div class="u-maxw-8 u-mx-auto"> <ul> <li class="b--u-text-base b--u-mb-6">Save answers to common questions, and save yourself the boredom of retyping the same content over and over again. Use the saved time to engage the customer, lifting both your moods at the same time.</li> </ul> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-chatbot u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-6"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/chatbot.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Connect with ChatBot</p> <p class="b--u-text-base u-mb-0">By the way, if you get a lot of similar questions, perhaps your company could use our <a href="https://www.chatbot.com/?utm_source=helpdesk.com&utm_medium=referral&utm_campaign=hd-handbook" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="ChatBot" data-action="track#send">ChatBot</a>? It will answer all those FAQs for you, letting you focus on more interesting cases.</p> </div> </div> </div> </div> <ul> <li class="b--u-text-base b--u-mb-4">Save links to external resources, e.g., your product sign up page, help center, FAQ, product pages, so you don’t have to remember them or look for them when the customer requests them. Type #promo and the link for the promotion is there.</li> <li class="b--u-text-base b--u-mb-4">Save multi-step instructions as a canned response, but send them in manageable chunks. Avoid overwhelming the customer with a wall of text, especially if they are on mobile, which you can check in Details in the chat. Instead, divide the canned response and send it step by step. After all, you’re only pasting the instructions, not typing them out. The instructions will be precise and free of typos, and you will not only look professional, but considerate and personable as well.</li> <li class="b--u-text-base b--u-mb-4">Use canned responses as a reference point for the entire team, and especially newbies. With canned responses, you don’t have to remember everything, just remember there is a canned response for that.</li> <li class="b--u-text-base b--u-mb-6">Ensure a consistent tone of voice throughout the team. Canned responses can remind you how your company speaks to customers before it becomes second nature.</li> </ul> <p class="b--u-text-base b--u-mb-6">All of this leaves you more time for personal touch. Add the customer’s name to your #hello, divide a multi-step instruction into manageable chunks and send them one by one, put the time you save on looking for links and information into engaging the customer. It is easy when you are secure in the knowledge that your voice is consistent throughout your team, without sacrificing the personality of individual team members.</p> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-6"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/tap.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Add canned responses on the go</p> <p class="b--u-text-base u-mb-0">Create canned responses on the go from chats whenever you notice that you use a phrase regularly and for those phrases you know you’ll use, like “You’re welcome” or “Hi there!”.</p> </div> </div> </div><div class="b--u-pt-4"> <img src="/agents-handbook/add-canned-responses.png" alt="Canned responses in LiveChat" class="u-w-full u-mx-auto u-hidden md:u-block " width="668" loading="lazy" ><img src="/agents-handbook/add-canned-responses-mobile.png" alt="Canned responses in LiveChat" class="u-w-full u-mx-auto u-block md:u-hidden" width="668" loading="lazy" > </div> </div> <p class="b--u-text-base b--u-mb-12">To access all canned responses go to <b>Settings > <a href="https://my.livechatinc.com/settings/canned-responses" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Canned responses" data-action="track#send">Canned responses</a></b> in the LiveChat Agent app. <a href="/help/canned-responses/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Canned responses (Help Center)" data-action="track#send">Read more about canned responses in our Help Center</a>.</p> <h3 class="b--u-text-2xl b--u-mb-3 u-hide-focus" id="transfer">Transfer</h3> <p class="b--u-text-lg b--u-mb-6">Depending on the workflow in your team, you may sometimes need to transfer the chat to another agent. You can do it by clicking on <span class="u-inline-block u-relative b--u-mbn-0.5"><img src="more.png" class="u-w-auto" style="max-width:24px;max-height:24px;" width="24px" height="24px" alt="Icon: X" loading="lazy"></span> while the chat is ongoing, and picking Transfer.</p> </div>  <div data-controller="lazyplay" class="u-relative u-maxw-10 u-mx-auto u-relative b--u-mb-6 u-rounded u-hidden md:u-block" style="max-width:928px;max-height:523px;"> <video preload="none" loop playsinline muted src="/agents-handbook/transfer-chat-screen.99c09a8e0391de425636b084d861e05218511e518f5cef6fd7f3699b108e7863.mp4" width="928" height="523" style="--aspect-ratio: 928/523;" title="" data-lazyplay-target="video" poster="/agents-handbook/transfer-chat-screen_hu3176db9fba8cfadf1949418a54901f57_171806_2240x0_resize_q75_h2_catmullrom_3.987adb5e40e67ee72206717d76181bdc6ef67916e6e36e97966e44a5cb38ccbe.webp"></video> <img src="/agents-handbook/transfer-chat-screen_hu3176db9fba8cfadf1949418a54901f57_171806_2240x0_resize_q75_h2_catmullrom_3.987adb5e40e67ee72206717d76181bdc6ef67916e6e36e97966e44a5cb38ccbe.webp" loading="lazy" width="928" height="523" data-lazyplay-target="poster" style="position:absolute;top:0;left:0;width:100%;" data-action="click->lazyplay#play" /> </div> <img src="transfer-mobile.png" alt="Transfering chats in LiveChat app" class="u-maxw-6 u-mx-auto u-block md:u-hidden b--u-mb-6" width="544" height="480" loading="lazy"> <div class="u-maxw-8 u-mx-auto"> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-3"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/group.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Transfer carefully</p> <p class="b--u-text-base u-mb-0">Most of us don’t like being bounced from one rep to the next, so when you transfer, make sure that the customer knows that they are being transferred. If it is relevant, provide the reason as well.</p> </div> </div> </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-3"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/bulb.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Tip off your teammates</p> <p class="b--u-text-base u-mb-0">Make sure that the teammate to whom you are transferring knows that they are about to get a chat. Let them know what the case is about in advance. You can use the option to <b>Add private</b> note in the transfer modal. Private note is available in our <a href="/pricing/#Compare-LiveChat-plans" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Business and Enterprise plans" data-action="track#send">Business and Enterprise plans</a>.</p> </div> </div> </div><div class="b--u-pt-4"> <img src="/agents-handbook/transfer-chat.png" alt="Transfer chat in LiveChat" class="u-w-full u-mx-auto u-hidden md:u-block " width="668" loading="lazy" ><img src="/agents-handbook/transfer-chat-mobile.png" alt="Transfer chat in LiveChat" class="u-w-full u-mx-auto u-block md:u-hidden" width="668" loading="lazy" > </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 b--u-mb-3"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/send.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Keep the customer informed</p> <p class="b--u-text-base u-mb-0">If you are on the receiving end of a chat transfer, let the customer know that they don’t need to explain the matter at hand again because you can see their chat thus far. Ask for a moment to read through the chat. If the customer knows why they need to wait they are more likely to be patient.</p> </div> </div> </div> </div> <div class="u-maxw-8 u-mx-auto u-border-2 u-border-accent u-rounded b--u-p-3 b--md:u-p-4 u-Mb-xl"> <div> <div class="u-flex u-flex-row u-justify-between u-items-start u-flex-wrap md:u-flex-nowrap u-w-full"><img src="/handbook/people.svg" class="u-maxw-1 u-mx-auto u-mx-auto b--u-mb-3 lg:u-mb-0 lg:u-ml-0 b--lg:u-mr-3" alt="" width="64" height="64" ><div class="u-ml-00 b--md:u-ml-3 lg:u-ml-0"><p class="b--u-text-lg b--u-text-bold b--u-mb-1">Organise your work</p> <p class="b--u-text-base u-mb-0">If you find yourself transferring chats often, ask your leader to consider using the Groups feature. With Groups customers can be directed to specific departments when they start a chat, or chats from specific websites can go to dedicated departments. <a href="/help/dividing-live-chat-by-group/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Read more about Groups in our Help Center" data-action="track#send">Read more about Groups in our Help Center</a>.</p> </div> </div> </div> </div> <h3 class="b--u-text-2xl b--u-mb-3 u-hide-focus" id="supervising">Supervising</h3> <p class="b--u-text-lg b--u-mb-3">Another great way in which LiveChat facilitates teamwork is the fact that you can supervise the chats of your teammates.</p> <p class="b--u-text-base b--u-mb-3">Supervising chats is the best way to learn from real life examples how your team communicates with the customer, from the tone of voice of your company to at what point it is good to create a ticket or transfer to another colleague or team.</p> <p class="b--u-text-base b--u-mb-6">To supervise a chat, go to the Traffic section of the LiveChat Agent app. Click on <b>Chatting</b>, to see who is currently chatting, click <b>Supervise</b> on the chats you want to supervise, and then click on <b>Go to chat</b>.</p> </div> <img src="supervising-chat.png" alt="Supervising chat in LiveChat app" class="u-w-full u-mx-auto b--u-mb-6 u-hidden md:u-block" width="1120" height="399" loading="lazy"> <img src="supervising-chat-mobile.png" alt="Supervising chat in LiveChat app" class="u-w-full u-mx-auto b--u-mb-6 u-block md:u-hidden" width="702" height="300" loading="lazy"> <div class="u-maxw-8 u-mx-auto"> <p class="b--u-text-base b--u-mb-6">If you are dealing with a problematic case or a problematic customer, you can ask your teammates or supervisor to supervise your chat. They will be able to send you private messages, applying the strength of the team to the case at hand.</p> <img src="supervision.jpg" alt="Supervision in LiveChat app view" class="u-maxw-8 u-mx-auto b--u-mb-6 u-hidden md:u-block" width="736" height="568" loading="lazy"> <img src="supervision-mobile.png" alt="Supervision in LiveChat app view" class="u-w-full u-mx-auto b--u-mb-6 u-block md:u-hidden" width="674" height="702" loading="lazy"> <p class="b--u-text-base b--u-mb-6"><a href="/help/in-chat-cooperation-transfers-and-supervision/#supervision" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Read more about supervision" data-action="track#send">Read more about supervision</a>.</p> <p class="b--u-text-base b--u-mb-1.5">To send a private message back, just switch your message area to Private with the toggle, type your message in and send.</p> <p class="b--u-text-base b--u-mb-6"><a href="/help/in-chat-cooperation-transfers-and-supervision/#chat-with-your-team-behind-the-scenes-and-leave-private-notes" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Learn more about sending private notes" data-action="track#send">Learn more about sending private notes</a>.</p> </div>  <div data-controller="lazyplay" class="u-relative u-maxw-10 u-mx-auto b--u-mb-6 u-rounded" style="max-width:928px;max-height:523px;"> <video preload="none" loop playsinline muted src="/agents-handbook/private-notes-screen.3ffa684029989a3ebfddb7a79ed629bc50e4bd6b942c2c33d19c3e46c1734fbf.mp4" width="928" height="523" style="--aspect-ratio: 928/523;" title="" data-lazyplay-target="video" ></video> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffd000"/></svg> </div> <section class="b--u-py-8 b--md:u-py-12 u-bg-accent" id="tips"> <div class="o-container u-maxw-5 u-mx-auto u-relative"> <div class="o-decor"> <img src="tips-fold-left.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--left v--bottom u--Mb-xl" width="448" height="322" loading="lazy"> <img src="tips-fold-right.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--right v--bottom u--Mb-2xl" width="448" height="322" loading="lazy"> </div> <h2 class="b--u-text-3xl u-mb-0 u-text-center">Bonus Tips</h2> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </div>  <section class="b--u-pt-12 b--u-pb-4"> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-3 u-hide-focus" id="traffic">Traffic</h3> <p class="b--u-text-lg b--u-mb-8">Make sure to have a good look around the <a href="https://my.livechatinc.com/traffic" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Traffic" data-action="track#send">Traffic</a> section of the LiveChat Agent app. This is the section where you can <a href="#how-to-start-chat-manually">manually invite customers</a> to chat and pick chats for <a href="#supervising">supervision</a>. The Traffic section shows the list of current visitors on your website in real time. You can see their name, email address, location, time spent on your website, and much more.</p> </div>  <div class="o-container-xl lg:u-px-0 b--u-mb-4 b--md:u-mb-8"> <div class="c-tour v--horizontal" data-controller="tour"> <div class="c-tour__gallery t-ah-tour-background" data-tour-target="gallery"> <img src="customer-list.png" alt="" width="1080" height="420" class="u-maxw-15" > <img src="customize-views.png" alt="" width="1080" height="420" class="u-maxw-15" hidden="true"> <img src="filtres.png" alt="" width="1080" height="420" class="u-maxw-15" hidden="true"> <img src="segments.png" alt="" width="1080" height="420" class="u-maxw-15" hidden="true"> </div> <div class="c-tour__features"> <div class="c-tour__feature--horizontal v--active" data-tour-target="feature" data-action="mouseover->tour#fadeIn"> <h3 class="b--u-text-base b--u-text-bold">Customer list</h3> <p class="b--u-text-base u-mb-0">Use it to spot prospective customers or simply make their customer experience better.</p> <img src="customer-list-mobile.png" alt="Customer list in LiveChat app" width="" height="" class="c-tour__image u-w-full b--u-mt-3" > </div> <div class="c-tour__feature--horizontal" data-tour-target="feature" data-action="mouseover->tour#fadeIn"> <h3 class="b--u-text-base b--u-text-bold">Customize view</h3> <p class="b--u-text-base u-mb-0">Add, remove, change the order of data columns. See what is relevant to your everyday work.</p> <img src="customize-views-mobile.png" alt="Customize views in LiveChat app" width="" height="" class="c-tour__image u-w-full b--u-mt-4" > </div> <div class="c-tour__feature--horizontal" data-tour-target="feature" data-action="mouseover->tour#fadeIn"> <h3 class="b--u-text-base b--u-text-bold">Filters</h3> <p class="b--u-text-base u-mb-0">Filter the view by things like the customer‘s location, or the number of visits etc., to target a specific segment of customers.</p> <img src="filtres-mobile.png" alt="Filters in LiveChat app" width="" height="" class="c-tour__image u-w-full b--u-mt-4" > </div> <div class="c-tour__feature--horizontal" data-tour-target="feature" data-action="mouseover->tour#fadeIn"> <h3 class="b--u-text-base b--u-text-bold">Segments</h3> <p class="b--u-text-base u-mb-0">Save such filtered views as segments.</p> <img src="segments-mobile.png" alt="Customer segments in LiveChat app" width="" height="" class="c-tour__image u-w-full b--u-mt-4" > </div> </div> </div> </div> <div class="u-maxw-8 u-mx-auto"> <p class="b--u-text-base b--u-mb-12"><a href="/help/traffic/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Redad more about Traffic section" data-action="track#send">Read more about the Traffic section</a>.</p> </div> <div class="u-maxw-10 u-mx-auto b--u-mb-8 b--lg:u-mb-12"> <h3 class="b--u-text-2xl b--u-mb-8 u-hide-focus u-text-center" id="everyday-work">Advice from our Support Heroes and Heroines:</h3> <div class="o-columns v--two v--sparse b--lg:u-mb-8"> <div class="b--u-mb-6 b--lg:u-mb-8"> <img src="support.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Make it personal</p> <p class="b--u-text-base u-mb-0">If the customer provided their name in the pre-chat, use it.</p> </div> <div class="b--u-mb-6 b--lg:u-mb-8"> <img src="empathy.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Put yourself in their shoes</p> <p class="b--u-text-base u-mb-0">As much as you can, try to look at every query from the customer’s perspective.</p> </div> </div> <div class="b--u-mb-6 b--lg:u-mb-12"> <img src="transparency.png" alt="" class="u-maxw-10 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Be transparent</p> <p class="b--u-text-base u-mb-0">Speedy service makes a good impression, but being precise is even better. When you need the customer to wait a moment, let them know what you’re doing. </p> </div> <div class="o-columns v--two v--sparse"> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="create-canned-responses.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Create canned responses from chat</p> <p class="b--u-text-base u-mb-0">Create canned responses on the go from chats whenever you notice that you use a phrase regularly and for those phrases you know you’ll use.</p> </div> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="own.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Make them your own</p> <p class="b--u-text-base u-mb-0">When you create canned responses just for yourself rather than the whole team, use your initial at the beginning of the shortcut to pull up your personal canned responses quickly.</p> </div> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="customise.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold">Customise details</p> <p class="b--u-text-base u-mb-0">Edit the <a href="#customer-details">Details</a> section to only show the relevant information on the tiles you want. For example, move the Tickets tile to the top of the list to know immediately if the customer has tickets with your team.</p> </div> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="listen.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Listen actively</p> <p class="b--u-text-base u-mb-0">Let the customer know you’re there and you’re listening. Providing feedback while the customer explains a complicated case can make the customer’s experience great.</p> </div> </div> </div> <div class="u-maxw-10 u-mx-auto"> <h3 class="b--u-text-2xl b--u-mb-6 u-hide-focus u-text-center" id="advices">Advice from the LiveChat Sales Team:</h3> <div class="o-columns v--two v--sparse"> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="tag-chats.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Tag your chats</p> <p class="b--u-text-base u-mb-0">Use tags to segment types of sales conversations. Be sure your whole team is on the same page as to how to use these.</p> </div> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="be-up-to-date.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Be up to date</p> <p class="b--u-text-base u-mb-0">If using pricing in your canned responses, make sure this is updated when your pricing is.</p> </div> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="timezones.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Check the time</p> <p class="b--u-text-base u-mb-0">If you’re working with customers globally, refer to their location to confirm their timezone.</p> </div> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="confirm.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Confirm contact info</p> <p class="b--u-text-base u-mb-0">If you have any technical questions, it’s a great opportunity to collect or confirm contact details. Don’t be afraid to transfer to the tech team or get back to the customer via email after you have consulted them yourself.</p> </div> <div class="b--u-mb-6 b--lg:u-mb-8"> <img src="ask-help.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Ask for help</p> <p class="b--u-text-base u-mb-0">You can always ask a manager to supervise your chat so they can send you private notes if you’re unsure what to do in a particular case.</p> </div> <div class="b--u-mb-3 b--lg:u-mb-8"> <img src="send-transcript.png" alt="" class="u-maxw-5 u-ml-0 b--u-mb-3" width="448" height="320" loading="lazy"> <p class="b--u-text-lg b--u-text-bold b--u-mb-1">Send transcript</p> <p class="b--u-text-base u-mb-0">Use the <a href="/help/how-to-get-chat-transcripts/" target="_blank" rel="noopener" data-controller="track" data-track-category="Interactions" data-track-action="Link Click" data-track-label="Send transcript feature" data-action="track#send">Send transcript feature</a> to save the chat in your CRM using integrations, or write the chat ID under the customer profile.</p> </div> </div> </div> </div> </section> <section class="o-container u-text-center b--u-pt-12 b--u-pb-16 b--md:u-pb-20 u-hide-focus" id="quiz"> <img src="agents-handbook-quiz.jpg" class="u-maxw-5 u-mb-0" alt="Agent's Handbook quiz" loading="lazy" width="448" height="333" > <h3 class="b--u-text-4xl b--u-mb-2">Test your knowledge</h3> <p class="b--u-text-lg u-mb-6">Check what you've learned and share your results.</p> <a href="/quizzes/agents-handbook-quiz/" class="c-btn v--primary" data-controller="track" data-track-category="Interactions" data-track-action="Button Click" data-track-label="Take the quiz" data-action="track#send">Take the quiz</a> </section> <section class="o-container b--u-pb-12"> <div class="u-bg-gray-900 u-w-full u-rounded"> <div class="u-basis-12 md:u-basis-10 u-mx-auto u-flex u-flex-wrap u-flex-row u-items-center u-justify-between b--u-py-4 b--md:u-py-6 b--u-px-8"> <div class="u-mx-auto u-text-center md:u-ml-0 md:u-text-left u-basis-12 md:u-basis-7 lg:u-basis-6"> <p class="b--u-text-2xl b--u-mb-2 b--md:u-mb-3 xl:u--Mr-lg">Want to level up your agents’ skills ASAP?</p> <p class="b--u-text-lg b--u-mb-3 b--lg:u-mb-6">Reach out to our sales team — they’ll tell you everything you need to know about our training packages.</p> <a href="https://calendly.com/livechat-bdr/livechat-training-packages-call" target="_blank" class="c-btn v--primary b--u-mb-6 md:u-mb-0" data-controller="track" data-track-category="Interactions" data-track-label="Book a call" data-action="track#send">Book a call</a> </div> <div class="u-text-center md:u-text-left u-basis-10 md:u-basis-4 lg:u-basis-5 u-mx-auto md:u-ml-auto md:u-mr-0"> <img src="livechat-sales-team.png" class="u-maxw-6" alt="Darek Madetko, Support Hero at LiveChat" loading="lazy" width="331" height="330" > </div> </div> </div> </section>  <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#ffffff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#F6F6F7"/></svg> </div> <section class="u-bg-gray-900 b--u-py-12 o-wrapper-xy"> <div class="o-container"> <h3 class="b--u-text-3xl u-text-center u-maxw-7 u-mx-auto b--u-mb-6">Dig into our resources</h2> </div> <div class="o-container u-mx-auto u-relative"> <div class="o-decor"> <img src="dust-left.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--left v--top" width="322" height="189" loading="lazy"> <img src="dust-right.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--right v--bottom u--Mb-xl" width="325" height="357" loading="lazy"> </div> <div class="o-columns v--three u-relative"> <div class="c-link__overlay u-bg-white u-rounded u-flex u-flex-col u-justify-between b--u-py-4 hover:u-shadow-xl t-transition-shadow"> <img src="helpcenter.svg" class="u-w-auto b--u-mb-0.5" alt="" width="225" height="148" loading="lazy" > <h4 class="b--u-text-lg b--u-text-bold u-text-center b--u-mb-2">HelpCenter</h4> <p class="b--u-text-base u-text-center b--u-mb-2 b--u-px-3">Check out our Help Center for everything LiveChat.</p> <div class="u-text-center"> <a href="/help/" class="c-link__overlay__url c-btn v--primary b--u-text-sm b--u-text-bold" data-controller="track" data-track-category="Interactions" data-track-action="Button Click" data-track-label="Go to HelpCenter" data-action="track#send">Go to HelpCenter ›</a> </div> </div> <div class="c-link__overlay u-bg-white u-rounded u-flex u-flex-col u-justify-between b--u-py-4 hover:u-shadow-xl t-transition-shadow"> <img src="marketplace.svg" class="u-w-auto b--u-mb-0.5" alt="" width="225" height="146" loading="lazy" > <h4 class="b--u-text-lg b--u-text-bold u-text-center b--u-mb-2 b--u-px-3 lg:u-px-0">Marketplace</h4> <p class="b--u-text-base u-text-center b--u-mb-2 b--u-px-3">Visit our Marketplace to find integrations with your favourite tools.</p> <div class="u-text-center"> <a href="/marketplace/" class="c-link__overlay__url c-btn v--primary b--u-text-sm b--u-text-bold" data-controller="track" data-track-category="Interactions" data-track-action="Button Click" data-track-label="View integrations" data-action="track#send">View integrations ›</a> </div> </div> <div class="c-link__overlay u-bg-white u-rounded u-flex u-flex-col u-justify-between b--u-py-4 hover:u-shadow-xl t-transition-shadow"> <div> <img src="success.svg" class="u-w-auto b--u-mb-0.5" alt="Success by LiveChat" width="225" height="148" loading="lazy" > <h4 class="b--u-text-lg b--u-text-bold u-text-center b--u-mb-2">Success</h4> <p class="b--u-text-base u-text-center b--u-mb-2 b--u-px-3">Subscribe to Success by LiveChat for insights and tips on customer communication.</p> </div> <div class="u-text-center"> <a href="/success/" class="c-link__overlay__url c-btn v--primary b--u-text-sm b--u-text-bold" data-controller="track" data-track-category="Interactions" data-track-action="Button Click" data-track-label="Go to Success" data-action="track#send">Go to Success ›</a> </div> </div> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#F6F6F7" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffffff"/></svg> </div> <section class="o-container b--u-pt-12 b--u-pb-8"> <h4 class="b--u-text-2xl b--u-mb-6 u-text-center">View it live in our webinars</h4> <div class="u-bg-gray-900 u-w-full u-rounded b--u-mb-6"> <div class="u-basis-12 md:u-basis-10 u-mx-auto u-flex u-flex-wrap u-flex-row u-items-center u-justify-between b--u-py-4 b--md:u-py-3 b--u-px-8 b--xl:u-px-12"> <div class="u-mx-auto u-text-center md:u-ml-0 md:u-text-left u-basis-12 md:u-basis-7 lg:u-basis-5"> <p class="b--u-text-2xl b--u-mb-2 b--md:u-mb-3 xl:u--Mr-lg">Customer's first steps</p> <p class="b--u-text-lg b--u-mb-3 b--lg:u-mb-6">Watch our webinar to see how the customer-facing side is set up!</p> <a href="https://www.youtube.com/watch?v=uhyAvYsZ7bY" target="_blank" rel="nofollow noopener noreferrer" class="c-btn v--primary b--u-mb-6 md:u-mb-0" data-controller="track" data-track-category="Interactions" data-track-action="Button Click" data-track-label="Watch webinar" data-action="track#send">Watch webinar</a> </div> <div class="u-text-center md:u-text-left u-basis-10 md:u-basis-4 lg:u-basis-5 u-mx-auto md:u-ml-auto md:u-mr-0"> <img src="dariusz-madetko.png" class="u-maxw-6" alt="Darek Madetko, Support Hero at LiveChat" loading="lazy" width="331" height="330" > </div> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffd000"/></svg> </div> <section class="b--u-py-8 b--md:u-py-12 u-bg-accent"> <div class="o-container u-maxw-6 u-mx-auto u-relative"> <div class="o-decor"> <img src="download-left.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--left v--bottom u--Mb-md" width="256" height="276" loading="lazy"> <img src="download-right.svg" alt="" class="u-hidden md:u-block u-w-auto o-deco__item v--right v--top" width="256" height="276" loading="lazy"> </div> <div class="u-text-center"> <h2 class="b--u-text-3xl b--u-mb-6">Download Agents Handbook</h2> <a href="https://cdn.livechatinc.com/website/media/pdf/agents-handbook.pdf" class="c-btn v--signup" data-controller="track" data-track-category="Interactions" data-track-action="Button Click" data-track-label="Download as PDF" data-action="track#send">Download as PDF</a> </div> </div> </section> <div style="overflow: hidden;"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; margin: -1px 0;"><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#F6F6F7"/></svg> </div> <section class=" u-bg-gray-900 b--u-py-8 u-border-gray-800"> <div class="o-container u-maxw-13 u-mx-auto"> <h2 class="b--u-text-lg u-text-center b--u-mb-6">Discover <a 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3.83h9.56l.01-.28c0-1.52-.98-2.85-2.42-3.55zm-4.6 2.2a.46.46 0 0 1-.45-.46c0-.25.2-.45.46-.45a.46.46 0 1 1 0 .91zm4.44 0a.46.46 0 0 1-.46-.46c0-.25.2-.45.46-.45a.46.46 0 1 1 0 .91z" fill-rule="nonzero"/><path d="M13.7 5.58h-.05c-.56 0-1.03.46-1.03 1.02v4.44c0 .57.47 1.02 1.03 1.02h.05c.56 0 1.02-.46 1.02-1.02V6.6c0-.56-.46-1.02-1.03-1.02z"/></g></svg> <span class="b--u-ml-1">Android</span></a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-text-xs u-flex u-items-center u-w-fit"><svg width="19" height="16" viewBox="0 0 19 16" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M4.6 13.9l-1 1.5a1.2 1.2 0 01-2-1.1l.7-1.2c.2-.2.5-.5 1-.4 0 0 1.3 0 1.4.8l-.1.4zM17 10H13.9L11 4.8l-.2-.3c-.3-.4-.7.7-.7.7-.6 1.2 0 2.7.3 3l4 7.1a1.2 1.2 0 002-1.1l-1-1.8s0-.2.2-.2H17c.6 0 1.1-.5 1.1-1.1 0-.6-.5-1.2-1.1-1.2zm-5.3 1.6s.1.7-.5.7h-10a1.2 1.2 0 010-2.3h2.5c.5 0 .6-.2.6-.2l3.4-5.9v-.2l-1.2-2a1.2 1.2 0 012-1.1l.6.9.5-1a1.2 1.2 0 012 1.2L6.9 10l.1.1h2.8s1.6 0 1.9 1.6z" fill="currentColor"/></svg><a href="/app/livechat-for-iphone/" class="c-link v--reset b--u-text-xs b--u-ml-1">iOS</a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3"><a href="/app/livechat-for-mac/" class="c-link v--reset b--u-text-xs u-flex u-items-center u-w-fit"><svg width="15" height="18" xmlns="http://www.w3.org/2000/svg"><g fill="currentColor" fill-rule="evenodd"><path d="M12.4 9.3c0-2.2 1.8-3.3 1.9-3.3a4.1 4.1 0 0 0-3.2-1.8c-1.4-.1-2.7.8-3.4.8-.7 0-1.8-.7-3-.7-1.4 0-2.8.8-3.6 2.2C-.5 9.2.7 13 2.2 15.3c.8 1 1.7 2.3 2.8 2.2 1.1 0 1.6-.7 3-.7 1.3 0 1.6.7 2.8.7 1.2 0 2-1 2.7-2.1.9-1.3 1.2-2.5 1.3-2.5 0 0-2.4-1-2.4-3.6zM10.2 2.8c.6-.7 1-1.8.9-2.8a4 4 0 0 0-2.6 1.3C7.9 2 7.4 3 7.5 4c1 .1 2-.5 2.7-1.2z"/></g></svg> <span class="b--u-ml-1 b--u-mbn-0.5">Mac</span></a></p> </div> <nav class="u-flex u-flex-wrap b--u-mb-8 b--md:u-mb-6 b--lg:u-mb-4"> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Product</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/pricing/" class="b--u-text-xs c-link v--reset u-block" >Pricing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/benefits/" class="b--u-text-xs c-link v--reset u-block" >LiveChat Benefits</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/tour/" class="b--u-text-xs c-link v--reset u-block" >Tour</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/features/" class="b--u-text-xs c-link v--reset u-block" >Features</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/lead-generation/" class="b--u-text-xs c-link v--reset u-block" >Lead Generation</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/livechat-demo/" class="b--u-text-xs c-link v--reset u-block" >Product Demo</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/app/" class="b--u-text-xs c-link v--reset u-block" >App</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/marketplace/" class="b--u-text-xs c-link v--reset u-block" >Marketplace</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://news.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">News</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Solutions</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/solutions/customer-support/" class="b--u-text-xs c-link v--reset u-block" >Customer Support</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/solutions/sales-and-marketing/" class="b--u-text-xs c-link v--reset u-block" >Sales & Marketing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/enterprise/" class="b--u-text-xs c-link v--reset u-block" >Enterprise</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Customers</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/#industries" class="b--u-text-xs c-link v--reset u-block" >Industries</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/" class="b--u-text-xs c-link v--reset u-block" >Customers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/live-chat-reviews/" class="b--u-text-xs c-link v--reset u-block" >Reviews & Testimonials</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/customer-stories/" class="b--u-text-xs c-link v--reset u-block" >Case Studies</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Resources</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/success/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Success by LiveChat</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/success/customer-service-guide/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Customer Service Guide</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customer-service-report/" class="b--u-text-xs c-link v--reset u-block" >Customer Service Report</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/benchmark/" class="b--u-text-xs c-link v--reset u-block" >Benchmark</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/resources/reports/" class="b--u-text-xs c-link v--reset u-block" >Reports</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/typing-speed-test/" class="b--u-text-xs c-link v--reset u-block" >Typing Speed Test</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/privacy-policy-generator/" class="b--u-text-xs c-link v--reset u-block" >Privacy Policy Generator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/newsletter/" class="b--u-text-xs c-link v--reset u-block" >Newsletter</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Support</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/help/" class="b--u-text-xs c-link v--reset u-block" >Help Center</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/webinars/" class="b--u-text-xs c-link v--reset u-block" >Webinars</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/marketplace/partners/" class="b--u-text-xs c-link v--reset u-block" >Partners Marketplace</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/enterprise/professional-business-services/" class="b--u-text-xs c-link v--reset u-block" >Professional Services</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://developers.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">API & Developers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://status.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">System Status</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Company</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://text.com/?utm_source=livechat.com&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">About <span class='b--u-text-bold'>Text</span></a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/contact/" class="b--u-text-xs c-link v--reset u-block" >Contact</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/team/" class="b--u-text-xs c-link v--reset u-block" >Team</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/careers/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Careers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://investor.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Investor Relations</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://www.text.com/press/" class="b--u-text-xs c-link v--reset u-block" >Press</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://partners.livechat.com/?utm_source=livechat.com&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Partner Program</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://incubator.livechat.com/?utm_source=livechat&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">LiveChat Incubator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/legal/" class="b--u-text-xs c-link v--reset u-block" >Legal</a> </li> </ul> </div> </div> </nav> <div class="u-flex sm:u-items-center lg:u-justify-between u-flex-col lg:u-flex-row b--u-mb-6 b--md:u-mb-12 b--lg:u-mb-8"> <div class="u-hidden md:u-flex u-items-center u-flex-col md:u-flex-row b--u-mb-4 b--lg:u-mb-0.25" data-controller="append-params" data-append-params-params-value="region"> <p class="b--u-text-sm b--u-text-bold b--u-mb-3 b--md:u-mb-0.25 b--u-mr-4">Start your free live chat trial</p> <a href="https://accounts.livechat.com/signup?source_id=footer_cta_button&source_type=website&source_url=https%3a%2f%2fwww.livechat.com%2fagents-handbook%2f" class="c-btn v--sm v--signup" data-controller="track" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Sign up free" data-action="track#send" data-append-params-target="link" >Sign up free</a> </div> <div class="md:u-hidden u-flex u-items-center u-justify-center u-flex-col b--u-mb-6 b--md:u-mb-0.25" data-controller="append-params" 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