Livechats

The Livechats module in Yola provides an organised and intuitive interface for managing livechats with your agents and chatbots within a sub-company. From this module, you can view, search, sort, filter, and edit information for all livechats.

While this module allows you to organise and access chat details, all livechat takeovers and responses occur in the Inbox module.

View Livechats

The Livechats module displays all livechats in your sub-company, presenting the following essential details:

• ID: A unique identifier for each livechat.

• Status: Indicates the current state of the livechat with colour-coded statuses:

  • Open (blue)

  • Pending (yellow)

  • Resolved (green)

  • Overdue (red)

• Tags: Used to categorise livechats by type or issue.

• Assignee: Shows the name of the agent handling the livechat.

To view more details, click on a livechat in the list, and a right sidebar will appear with additional information.

Search Chats

Use the search bar at the top of the Livechats module to quickly locate specific conversations. Searchable fields include:

• Chat ID: Search by the unique identifier for the livechat.

• Description: Search by keywords in the livechat description, if a description was added by your team.

• Custom fields: Search by the value of custom fields you created.

Filter Chats

Filters help you narrow down the list to find chats that meet specific criteria. Available filters include:

• Assignee: Filter by the agent assigned to the chat.

• Assigned team: Filter by the team responsible for the chat.

• Created by: Filter by who in your team initiated the chat.

• Tags: Filter based on tags assigned to the chat.

• Status: Filter by the current chat state (Open, Resolved, Pending, Overdue).

• Creation date: Filter by when the chat was created - this is the date the chatbot was initially started, not the date and time when agent takeover took place.

Combine Search and Filters

You can use the search bar alongside filters for more refined results. For example, search by a custom field value while applying a filter for a specific status like Open or Pending.

Takeover or Respond to a Livechat

Taking over or responding to a livechat must be done in the Inbox module. You can search for it in the Livechats module and follow these steps to respond:

1. Locate the desired chat in the Livechats module using search or filters.

2. Click on the chat to open its details in the right sidebar.

3. Click the "Go to Livechat" button in the top-right corner of the sidebar to navigate to the Inbox.

4. Refer to the Chat With Customers guide for further instructions on handling chats in the Inbox.

View and Edit Livechat Details

Clicking on a livechat opens a right-hand sidebar displaying:

• Assigned Agent and Team: To change these, follow the steps in Takeover or Respond to a Livechat in the Inbox.

• Customer Name: To view more information on the customer, click the "Go to Livechat" button to explore the Customer tab, or search by the customer name in the Customers module.

• Livechat Details: ID, App, Description, Status, and Creation Date.

• Custom Fields: View and edit custom fields.

• Notes: View and edit notes.

• Tags: View and edit tags.

Hover over fields to see icons for interaction:

• Clipboard Icon: Copy the value.

• Pencil Icon: Edit the value.

Change Livechat Status

To update a chat’s status:

1. Click on the Status dropdown.

2. Select the desired status (e.g., Open, Resolved).

Change Livechat Custom Fields

Custom fields allow agents to record and manage additional information, such as issue type or related website.

Custom fields are created in Company Settings and appear under the Custom Fields section in livechats. To update a custom field:

1. Hover over the field to reveal the edit icon.

2. Click the icon to modify the value.

Add and Delete Notes

Notes enable agents to record internal comments for reference.

Steps to Add a Note:

1. Go to the Notes section in the right sidebar.

2. Click the plus icon to create a note.

3. Type your note and click Create.

Edit or Delete Notes: Hover over a note to reveal icons for editing or deleting.

Add and Delete Livechat Tags

Permissions determine whether tags can be viewed or managed. You can create, edit, or delete tags in your Company Settings.

Add Tags:

1. Click the plus icon next to the Tags section.

2. Select the desired tag or tag group.

Remove Tags:

1. Click on a tag or tag group in the Tags section.

2. Confirm the deletion in the pop-up dialogue.

If the "Enforce tags for Livechats and tickets" toggle is enabled, a Livechat cannot be set to "Resolved" status until the required number of tags are added. You can toggle this option on and off under Company Settings.

Export Livechats

The Livechats module in Yola allows you to export chat data for reporting, analysis, or record-keeping purposes. Follow these steps to export livechats:

1. Apply filters or use the search bar to identify the livechats you wish to export.

2. Click the checkbox on the table header to select all visible livechats, or select individual livechats by checking the boxes next to each one.

3. Click the "Export X Livechats" button.

4. By default, all fields related to livechats and customers are selected. Uncheck any fields you don’t wish to include in the export.

5. Optionally, toggle on "Include transcript" to also include all messages exchanged within the chats.

6. Optionally, check the box "Send a copy to my email".

7. Click "Export Livechats" to complete the export process.

8. Navigate to Company Settings and Exports to view and download your file.

Delete Livechats

To delete livechats:

1. Apply any filters or use search to identify the livechats you wish to delete.

2. Select one or more chats from the list.

3. Click the "Delete X Livechats" button.

4. Confirm the deletion.

Note: You must have the required permissions to delete livechats.