Last updated: 14 April 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 Integrations → Live Chat.
Pending live chats are shown on the left.
You are now able to communicate with the user, view their previous conversation history and user information.
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.