Create a live support node
Create the node
- Double-click the canvas background to create a new node.
- Select the node type "Live support".
- The node is added to the canvas.
Configure the node
The live support node is created with default settings. You can change these settings as appropriate for your team by editing the node.
Click the live support node to edit it.
For a detailed explanation of the settings and how they work, see Live support settings.
Connect the node
Connect the live support node to the rest of your flow as desired.
- The connector on the left edge is the input connector and determines when the user will enter live support. You may wish to have this as an alternative after troubleshooting or as an option immediately after the flow start.
- Each of the node's outcome options also has an exit connector for determining what happens if the live chat has that particular outcome. All connectors must be connected for the flow to be published.
- The "Resolved" outcome occurs once an agent joins the user's live chat and then subsequently completes and ends the chat.
By default, a live support node has only one "Resolved" outcome and all live chats that are joined by an agent and then ended by an agent will trigger this outcome. However, it's possible to add other resolution options for the agent to choose from when ending the chat, each with its own outcome and connector. This lets you create multiple different paths the agent can send the user on based on the chat. See Live support settings - Resolution options for more information.
- The "Declined" outcome occurs if an agent declines the user's live chat. This can be done to clear out spam or chats that were started in error.
- The "Inactivity timeout" outcome occurs if the chat goes too long with no messages on either side. By default, the wait time is 24 hours. See Live support settings - Time (hours) until automatically closing conversations for configuration options.
- The "Customer skipped" outcome occurs if the user cancels the live support request. By default, the user is able to do this if the conversation waits in the queue for one minute without being joined by a support agent. See Live support settings - Offer customer to leave for configuration options.
- The "No agent capacity" outcome occurs if there are no available agents who are allowed to take more conversations. By default, this will not happen. See Live support settings - Max concurrent conversations per agent for configuration options.