How to Use Live Chat
Learn how to use the Live Chat dashboard to handle customer conversations, take over from the AI, and provide real-time support.
Prerequisites
- ChatFlow Account (Growth or Enterprise plan)
- Agent role - You must be added as a team member with agent permissions
- Human Support enabled - On at least one chatbot
Required Plan: Growth or Enterprise
Accessing Live Chat
- Click Live Chat in the left sidebar
- You'll see the Live Chat dashboard with:
- Chat list - Active conversations
- Message area - Current conversation
- Customer info - Details about the visitor
Setting Your Status
Before handling chats, set your availability status:
- Find the Status Dropdown at the top of Live Chat
- Click to open status options:
- Available - Ready to receive new chats
- Busy - Currently occupied, no new chats
- Away - Temporarily unavailable
- Offline - Not working
Handling Incoming Chats
Viewing the Queue
When customers request human support, they appear in your queue:
- New requests show with a badge/notification
- Click on a chat to preview the conversation
- See the customer's previous messages with the AI
Taking Over a Chat
To start helping a customer:
- Select the chat from the list
- Click the Takeover button
- You're now the active agent for this conversation
A system message notifies the customer they're now chatting with a human.
Chatting with Customers
Sending Messages
- Type your message in the input field at the bottom
- Press Enter or click Send
- Your message appears with your name/avatar
Message Features
| Feature | How to Use |
|---|
| Text | Type normally |
| Emojis | Click emoji picker or use keyboard shortcuts |
| Links | Paste URLs - they auto-link |
| Quick responses | Use saved replies (if configured) |
The sidebar shows:
- Visitor name (if captured)
- Email (if captured)
- Platform - Web, WhatsApp, Instagram, or Messenger
- Location (if available)
- Browser/device info
- Previous conversations
Managing Conversations
Closing a Chat
When you've resolved the issue:
- Click the Close button (or checkmark icon)
- The conversation is marked as resolved
- Chat moves to closed/history
Transferring a Chat
To hand off to another agent:
- Click the Transfer button
- Select the agent or group to transfer to
- Optionally add a note for the receiving agent
- Confirm transfer
Returning to AI
If you want the AI to resume handling:
- Click Return to Bot (or similar option)
- AI takes over the conversation
- Customer continues with chatbot
Chat List Management
Understanding Chat Status
Chats display with different indicators:
| Indicator | Meaning |
|---|
| Blue dot | New/unread messages |
| Green | Active, you're assigned |
| Yellow | Waiting in queue |
| Gray | Closed/resolved |
Filtering Chats
Use filters to find specific conversations:
- All - All visible chats
- Mine - Assigned to you
- Queue - Waiting for agent
- Closed - Resolved conversations
Searching
Use the search bar to find:
- Customer names
- Email addresses
- Message content
- Conversation IDs
Multi-Chat Handling
Managing Multiple Conversations
- Click between chats in the list to switch
- Each chat maintains its own context
- Unread indicators show new messages
Capacity Settings
Your admin sets how many chats you can handle:
- Default: 3 concurrent chats
- Check with your team lead for your limit
- When at capacity, new chats go to other agents
Notifications
Getting Alerted
Enable notifications to never miss a chat:
- Allow browser notifications when prompted
- Sound alerts play for new messages
- Desktop notifications show chat previews
Notification Types
- New chat assigned - Someone needs help
- New message - Customer replied
- Transfer received - Chat transferred to you
- Queue alert - Customers waiting (if enabled)
Best Practices
Response Time
- Respond quickly - customers expect fast replies
- If you need time, acknowledge their message first
- "Let me look into that for you..."
Professional Communication
- Use proper grammar and spelling
- Be friendly but professional
- Avoid jargon the customer won't understand
Resolution Focus
- Understand the issue fully before responding
- Confirm you've solved their problem
- Ask if there's anything else you can help with
Handoff Handling
- Read the AI conversation history first
- Don't ask questions already answered
- Reference what the customer already told the AI
Troubleshooting
Not Receiving Chats
- Check your status is Available
- Verify you're not at max capacity
- Ensure human support is enabled on the chatbot
- Check your working hours settings
Messages Not Sending
- Check your internet connection
- Refresh the page
- Try a different browser
Can't See Certain Chats
- Verify you have agent permissions
- Check if chats are filtered
- Ensure you're assigned to the right chatbot(s)
Customer Disconnected
- Wait a moment - they may return
- Send a follow-up message
- If no response, close and add notes
Keyboard Shortcuts
| Shortcut | Action |
|---|
| Enter | Send message |
| Ctrl/Cmd + Enter | New line |
| Esc | Close chat details panel |
Next Steps
