Help for Live Support

This tutorial will demonstrate the capabilities of the agent dashboard by stepping you through a live chat between a support agent and an end user. It is expected to take about fifteen minutes.

You will need:

• An account with the "agent" role assigned

• A flow that includes a live support step configured see Tutorial - Create a flow for live support.

Enable browser notifications

While not required, it's a good idea to enable browser notifications for the agent dashboard so that you can be alerted to incoming conversations.

1. Click the "ENABLE NOTIFICATIONS" button in the banner to enable browser notifications.
   

2. Your browser will prompt you to allow or deny notifications from the Mavenoid website. Choose to allow them.

3. The agent dashboard page will reload automatically.

4. When new conversations enter the queue and you have a browser tab open to the agent dashboard, you will receive a notification from your browser alerting you to the new conversation.

5. If you change browsers or the "send notifications" permission is revoked for Mavenoid's website, the notifications banner will reappear. You can re-enable notifications by repeating steps one through three.

As the end user, start a conversation

There are several ways to start a conversation, such as by accessing the assistant on the end user device. The simplest way, which does not require that the assistant be embedded on your website, is by using a conversation link as follows.

1. Log in to Mavenoid.

2. Navigate to the agent dashboard by clicking the hamburger menu in the top left and selecting "Agent dashboard".

3. Click the plus button next to the "Conversations" header in the top left.
   

4. This will open a "Create a conversation link" modal dialog.
   

5. Select a flow that contains a live support step.

6. Click the "GENERATE LINK" button at the bottom. This will generate a sharable link.
   

7. If your end user device is a smartphone with a camera, click 'scan QR code' and scan the QR code with the device's camera.
   

8. Or select "Send SMS" and enter your end users phone number, edit the message containing the live support link and click "Send SMS"

9. Otherwise, simply copy the link and send it to the end user device.

10. Access the link on the end user device to start a conversation using the selected flow.
    

11. Follow the flow to reach a live support step.
    

The end user device is now in a chat session waiting for a support agent to join. If you enabled browser notifications and have the agent dashboard open in the background, you should now receive a notification alerting you to the new conversation.

As the support agent, join the conversation

Now it's time to bring the support agent into the conversation to assist the end user directly.

1. In the agent dashboard, find the new conversation in the "Queue" pane on the left. You may find the conversation in the "Assigned to me" section if auto-allocation is enabled. Clicking on it will show you the information provided by the user so far, an AI summarization and any messages entered while waiting for a support agent,
   

2. To see more detailed information, you can click the "Show details" button with the "i" icon next to the "START CHAT" button in the top right. This will toggle a detail pane which will display user details, notes and recent CRM tickets.

3. You can hide the detail pane by clicking the "i" icon again.

4. In case of spam or otherwise invalid conversations, you can click the "DECLINE CHAT" button in the top right to remove the conversation from the queue. In this case, however, the conversation is genuine. Click the "START CHAT" button in the top right to join the conversation as a support agent.

5. The conversation moves from the "Queued" pane to the "Assigned to me" pane and the status changes from "New" to "Active". A message is added to notify the end user that you have joined the chat.
   

You are now in the conversation as the support agent, with your end user device in the conversation as an end user.

Chat and share files

You can now chat back and forth between the support agent and the end user much like any real-time text chat. You have several additional tools as well.

Share files and images

The support agent can share images and other files to the end user.

1. Click the paperclip button to the left of the text entry field at the bottom of the dashboard.
   

2. Select "File". This will open a system file chooser.

3. Navigate your file system to the file you wish to share and select it.

4. The file appears as a message in your conversation. Images are displayed inline and the user can click or tap on them to expand them. Other files are shown as download links the user can click or tap to open the file on their device.
   

5. The end user also has a button to the left of their own text entry field for sharing files the same way. If their device has a camera, they will also have a camera button for taking a new photo or video to be shared immediately. This can be useful for showing the support agent the current status of the product they are working with.

6. As the support agent, you can also draw on images to better guide the user. See Draw on images for details.

Add notes

The support agent can add internal notes to the conversation transcript which are not shown to the end user, but which can be reviewed by support agents or Mavenoid admins.

1. If it's not already open, open the details pane by clicking the "Show details" button with the "i" icon next to the "START CHAT" button in the top right.

2. In the "NOTES" section, click the text box with "Click to add a note" guide text.

3. Type the desired note and hit Enter. This will add the new note to the running transcript.
   

For details on how to review prior conversations and see these notes, see Review previous conversations.

Wrap up

There are a few steps to wrap up a finished conversation once the end user has been helped.

1. Normally you'd want to have the support agent ask the end user to confirm that their request is resolved, but in this case you are both the support agent and the end user so you can skip that step.

2. In the agent dashboard, click the "END CHAT" button to end the conversation.
   

3. The support agent will be prompted to select from one of the resolution options set up in the Live Support node. This will dictate what the end user sees and any actions to be performed i.e. create a CRM ticket. By default, there is one option, "Resolved".

4. Once confirmed, the support agent is presented with a Conversation Debrief, where agents can input the Outcome of the conversation, any summarization or notes, as well a feedback for self-service. (See Understand conversation debrief for more details.)

5. Click "Submit and close conversation" in the bottom of the dialog to confirm and moved the conversation from the status "Pending debrief" to "Closed".

6. The end user will be then be directed as indicated by the flow.