Setting Up Live Chat

Live Chat

Live Chat lets website visitors chat with your team in real time. It appears as a chat bubble on your website and routes to available operators.

Creating a Live Chat Channel

Go to Discuss > Configuration > Live Chat Channels.

1. Click Create.
2. Channel Name – e.g. "Website Live Chat", "Sales Chat".
3. Website – Select which website this chat appears on (if you have multiple sites).
4. Button Text – What the chat bubble says (e.g. "Chat with us!").
5. Welcome Message – The first message visitors see when they open the chat (e.g. "Hi there! How can we help you today?").
6. Operator Assignment – How to route incoming chats:

• Any operator – First available operator gets the chat.
• Specific operators – Choose which users can receive live chat requests.
• Sales Team – Route to a specific sales team.

• Request Visitor's Email – Ask for email before starting the chat. This helps follow up if the chat is disconnected.
• Send Transcript by Email – After the chat ends, email the transcript to the visitor.
• Auto-Popup – Show the chat bubble automatically after N seconds on the page.

Canned Responses (Quick Replies)

Save time with pre-written responses for common questions:

1. Go to Discuss > Configuration > Canned Responses.
2. Click Create.
3. Enter a Shortcut – a quick keyword (e.g. :hours).
4. Enter the Response – the full message (e.g. "Our business hours are Monday to Friday, 9 AM to 6 PM EST.").
5. Save. In a live chat, type :hours and press Tab – the full response replaces the shortcut.