# Live Chat Setup

Wonderchat's built-in feature allows AI chatbots to transfer user queries to a live agent when live chat is preferred. The chatbot administrator can enable this feature for users to access live support.

***

## Step 1: Activating Live Chat

1. To activate Live chat, go to **"Chatbots"** > **Actions (⋮)** > **“Edit Chatbot”**.

<figure><img src="/files/eZlCDLkfnc4TQtgcYIUd" alt=""><figcaption></figcaption></figure>

2. Navigate under **“Live Chat”** tab.

<figure><img src="/files/1MGen4b0pWJJMFBqlumX" alt=""><figcaption><p>Go under <strong>"Live Chat"</strong> tab</p></figcaption></figure>

3. Turn on **“Enable Live Chat”**.

<figure><img src="/files/8C5LPfwz5WSuZG9Iqm54" alt=""><figcaption><p>Turn on <strong>"Enable Live Chat"</strong></p></figcaption></figure>

4. Set the **number of messages** required before the Live Chat button becomes visible.

<figure><img src="/files/rBvfgB5woAoO4d4vVUXz" alt=""><figcaption><p>Set the number of messages for Live Chat button to be visible</p></figcaption></figure>

***

## Step 2: Select Opening Hours

{% hint style="info" %}
Hours displayed are hours in your local timezone
{% endhint %}

1. Once the live chat is enabled, you can set the **opening hours** in which your site users can engage live support.
2. Drag to toggle your live chat opening hours, where you would wish to allow your site users to contact live support.
3. To disable live chat for **off-work days**, simply toggle the switch located on the weekday/weekend label

<figure><img src="/files/cx5Jd7ByLoc1zsmQUoyl" alt=""><figcaption><p>Drag the slider to adjust your opening hours</p></figcaption></figure>

***

## Step 3: Add Agent quick replies

1. Scroll till the end of the page.

<figure><img src="/files/0f9D6hTKbHWEFeITpFCi" alt=""><figcaption></figcaption></figure>

2. Type a **Label** and the **Message Template** you want to use.

<figure><img src="/files/IZyINQHiYUuyBBl32FFd" alt=""><figcaption></figcaption></figure>

3. Then click **Add Quick Reply**

<figure><img src="/files/JEvqGTWPDFgHgm9XRH7h" alt=""><figcaption></figcaption></figure>

You can repeat this to create as many quick replies as you need.

## Step 4: Turn On Notifications for Live Chat

1. To turn on notifications for live chats, go to **'Settings'** > under **'Notifications'** tab

<figure><img src="/files/iC7YodqbAgCZvH4x22U0" alt=""><figcaption><p>Click on 'Settings' > under 'Notifications' tab</p></figcaption></figure>

2. Play ringing sound when there is a new live chat

<figure><img src="/files/H6ZRHEAtbBRb2Le2eqtX" alt=""><figcaption><p>Turn on for Ringing Sound for New Live Chats</p></figcaption></figure>

* Toggle this to enable a sound alert when a new live chat begins. You can adjust how long the sound will play, such as e.g. (once / until the chat is viewed) from the dropdown menu.

3. Enable desktop notifications for new live chat messages

<figure><img src="/files/wvwHEfB9R3aTkqDn0dhr" alt=""><figcaption><p>Enable for Desktop Notifications for New Live Chat Messages</p></figcaption></figure>

* Activate this option to receive desktop notifications for new live chat messages.

{% hint style="info" %}
**Note**:\
If you see a message stating that "Wonderchat lacks browser notification permissions," follow these steps to enable notifications:

1. Click on the lock icon near the website URL in your browser.
2. Find the "Notifications" setting.
3. Select **Allow** from the options.
4. Ensure that browser notifications are enabled in your desktop settings as well.

<img src="/files/pK75QEH6kGakqcnqCgB1" alt="" data-size="original">
{% endhint %}

4. Once you've made the desired changes, click the **Save Settings** button to apply them.

***

## Step 5: Preview Live Chat in Testing Mode

1. To test the live chat function before embedding it, go to **"Dashboard"** > **Actions (⋮)** > **“Embed to Website”**

<figure><img src="/files/1VRlxyPaWunNp4ZqbjxR" alt=""><figcaption><p>Go to <strong>"Embed to website"</strong></p></figcaption></figure>

2. Click on ‘Preview Widget’

<figure><img src="/files/bNWdTtuG8gNUXu7gc4mm" alt=""><figcaption><p>Click on <strong>"Preview Widget"</strong></p></figcaption></figure>

3. In the preview page, you can test out your live chat by clicking on the live chat button

<figure><img src="/files/TRIbLkAUpPDuAYUcbyC6" alt=""><figcaption><p>"Speak to a Live Agent" button</p></figcaption></figure>

***

## Step 6: Embed and Test Live Chat on Your Website

1. Once live chat is enabled, you can copy your chat widget embed code and embed it on the website of your choice. For detailed instructions on how to embed a chat widget, you may refer to the guide below:

{% content-ref url="/pages/H0QUfUiaDsn9KQ5R0iPk" %}
[Chat Widget Embedding](/setup-guides/adding-your-chatbot-to-your-website/how-to-embed-a-chat-widget.md)
{% endcontent-ref %}

2. Once the widget is embedded, ensure that the ‘live chat’ icon is visible on the top right of the widget. This icon indicates the availability of live chat.

<figure><img src="/files/dvfp5WlMlMnlB2mLe1IU" alt=""><figcaption><p><strong>'Live Chat'</strong> icon</p></figcaption></figure>

***

## Step 7: Triggering your Live Chat

There are two ways to trigger your live chats

1. By saying the words “live chat”
2. By clicking on the widget button on the top right

<figure><img src="/files/EthppNyei2c1oArMwwuk" alt="" width="375"><figcaption><p>Sample Demo for Live Chat</p></figcaption></figure>

***

## Step 8: Responding to Live Chat requests

### How to Chat with Customers in Real Time

Whenever a user triggers a live chat, your support agents would receive a live chat request via email

{% hint style="info" %}
Ensure your support agents are being invited by the chatbot master administrator as at least a **"member"** or **"admin"** of the chatbot.
{% endhint %}

<figure><img src="/files/TAoOYBCOtpattjKtA830" alt=""><figcaption><p>Sample of Live Chat Request notification email</p></figcaption></figure>

Your support agents will be able to respond to your site visitors in real time. To do so, go to **"Live Chats" (left navigation panel)**. Select the chat and type in your responses live in the chat.

<figure><img src="/files/rwPLuNeUj6hN5kgf0Xjk" alt=""><figcaption><p>Type your response in the space to reply your customers live.</p></figcaption></figure>

### How to Mark Chats as Resolved

Once you have finished the live chat, you can mark the conversation as resolved.

<figure><img src="/files/WRg4CbUJe3H6GxYJIx3K" alt=""><figcaption><p>Click on <strong>"Mark as Resolved"</strong> on the top-right corner of the chat</p></figcaption></figure>

<figure><img src="/files/v01Ww0iragU8RQ4FClfx" alt=""><figcaption><p>Click <strong>"Resolve"</strong> to confirm</p></figcaption></figure>

<figure><img src="/files/Py8UAFmACpA3JBrIFTXd" alt=""><figcaption><p>Resolved chats will now be kept under <strong>"Resolved"</strong> tab.</p></figcaption></figure>

### How to End Live Chat for Site Users

Site users can also end a live session by clicking on the tick icon, on top-right corner of the chat.

<figure><img src="/files/aoJbvu4hwyZyT2zCM5Ig" alt=""><figcaption><p>'Tick' icon for ending live chat.</p></figcaption></figure>

<figure><img src="/files/zBNLN5N4idVMaNQ9GSwQ" alt=""><figcaption><p>Prompt to end live chat</p></figcaption></figure>

<figure><img src="/files/UT5rygs7w4VErC4rqscs" alt=""><figcaption><p>Options for user to save chat history or start a new chat session</p></figcaption></figure>

***

## Step 8: How to Set-Up SMS Alerts for Live Chat requests

Now that you have live chat set-up, you can also create SMS notifications on your phone by setting up this template on Zapier.

To set-up, you may refer to the guide below here:

{% content-ref url="/pages/kamK8pnVfpzzNESuwvcg" %}
[Twilio](/integration-guides/twilio.md)
{% endcontent-ref %}

***

If you have any more questions, feel free to reach out to us at <mark style="color:purple;">**<support@wonderchat.io>**</mark>


---

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