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Introduction The Live Chat widget is a bot that can be embedded on your website, and can handle conversations from prospective clients who are inquiring about the services you provide.

Creating a Live Chat Agent

All things related to Live chat can be found under the AI Service Desk > Live Chats > Live Chats menu. To kick things off, you’ll click on the Configurations button: First you’ll want to create a Chat Sequence - the questions that this chat agent will ask someone visiting your website. Click the Chat Sequences button: Click the Add Sequence button to fill out what questions you want the Live Chat agent to ask: Here’s an example set of questions: Once you’ve saved that Chat Sequence, you can create the Live Chat agent itself. Navigate back to the AI Service Desk > Live Chats > Live Chats page, and click on the Configurations button. Then click the Create Configuration button:
  • Give your agent a configuration name (i.e. MSP Process Bot)
  • Select your PSA configuration
  • Give your agent a Widget Title (this name will be shown at the top of your chat window ie Your Company Name Chat Agent)
  • Put in your greeting message that will welcome users to your chat when they click it. 
  • Select Responsible Admins (The admins responsible for receiving Chats and responding)
  • Choose an Accent Color for your website
  • Decide if you’d like to allow Website visitors to re-open a previous chat or not
Then click Submit. 

Deploying the Live Chat Agent to a Website

  1. From the AI Service Desk > Live Chat > Live Chats page, click the Configurations button
  2. Click the Copy URL button in the Actions column
  3. Deploy that code into the body of your website
Congratulations! You’ve now deployed a fully setup Live Chat agent to your website Click on the Eye next to any chat to view the chat and respond:  To Turn on notifications when a user initiates a chat Click the profile icon to the top right, then turn on email and/or phone options to be contacted via email or SMS when a user initiates a chat.  Live chats can be seen from the mobile MSP Process Tech App:  From the MSP Process Portal you can also see incoming notifications about chat requests and manage all chats here as well:  If you wish to turn a live chat into a ticket you can do so from this screen after clicking the Eye icon next to the chat.