Last updated: 08 October 2021 

Your chatbot comes with built-in live chat and ticketing features. When a user engages in live chat, this creates a ticket. Live chat agents can then claim, unclaim, and resolve these tickets. 

Claim a ticket

Navigate to Service → Live Chat.

Pending live chats are shown on the left. The table is ordered by the oldest message at the top.

Click Claim. 

You are now able to communicate with the user, view their previous conversation history and user information.

As you work through the ticket, notice the Current ticket on the right-hand side. This shows you which ticket you are currently working on, in the event of a single user raising multiple tickets.

Unclaim a ticket 

After claiming a ticket, click Unclaim request at the top of the conversation. 

Unclaiming a ticket opens it up to be claimed by other agents. The user will see a message explaining that the agent has left the chat and another is on their way. 

Resolve a ticket 

After claiming a ticket, click Mark as resolved in the top left. 

If the chatbot could have answered the live chat request if a new FAQ was created, click yes to create an FAQ. 

After resolving a ticket, the user will see a note that the live chat agent has left the chat and the live chat has ended.