Livechats
Manage a repository of all human-to-human chats.
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Manage a repository of all human-to-human chats.
Last updated
Was this helpful?
Requires various permissions to view, manage, transfer, export, and download livechats at the individual or team levels.
A livechat is between a player in a messaging channel and a live agent in Yola.
In Yola, all chats are initiated by a player on a with an .
If the AI agent has a action, it can transfer the chat to a user (a "live agent") in your workspace. settings determine which live agent and/or team of agents receive inbound chats.
Live agents participate in livechats through the dashboard, a consolidated, realtime display of all AI chats, livechats, and .
Livechats are representative of a messaging thread on channels like WhatsApp, Messenger, and Webchat. The thread's participants can send a new message at any time.
In the Inbox dashboard, select the livechat from the Inbox panel.
The chat will be opened with all prior messages visible from the player, AI agents, and any contributing live agents. Insert a reply into the message editor.
Press Send or Takeover & Send.
See for details on:
Modifying or translating livechat content with AI.
Replying to livechats with an alias.
Transferring livechats to another live agent or team.
Adding attachments, emojis, or variable content to livechats.
Adding internal notes to livechats.
For additional livechat options, see:
Go to the Inbox or Livechat dashboards, and select a livechat.
The opened Conversation/Livechat panel contains various categories of details:
Assignee — the live agent currently assigned the chat, if any.
Assigned teams — the team(s) currently assigned the chat, if any.
Livechat ID — the static chat ID assigned by Yola.
App — the messaging channel facilitating the chat.
Description — editable value for live agents to describe the chat.
Status — the chat's current status used for filtering, with the following options: Open, Pending, Overdue, Resolved, and Closed.
Created — date and time the chat started.
A list of all internal notes written by live agents, logging pertinent information for the chat. Each note shows the author's avatar and creation timestamp.
When creating/editing, use the colour picker to set a note's background colour, distinguishing it from other notes.
In the Livechat dashboard, find chats with the:
Search field — input text to filter chats in the table by keyword match.
Pagination — below the table, input the number of chats to display in the current table page, and navigate pages.
Go to the Livechats dashboard.
In the Livechats table, select one or more chat by its checkbox.
Select Delete Livechats and confirm.
— ban abusive players from participating in livechat.
— apply preset messages to livechat replies.
— configure how live agents are assigned new chats.
Player — the name of the if registered, otherwise "Unknown".
Rating — the player's voluntary rating from the action in a Webchat.
A list of all for a chat. These are editable inputs unique to the workspace.
Press to start a new note or to edit an existing note.
Press to delete a note and confirm.
A list of assigned to the chat, used for filtering during livechat searches.
Tags filter — select one or more to filter down to chats with those tags.
See for details.
