Tools and Roles
Live Chat offers two distinct roles, each with its own unique perspective and capabilities.
The agent is your friendly helper, always ready to answer questions and provide support. They can see all the messages in the chat and respond directly to the customer, ensuring a smooth and helpful experience.
The customer is the star of the show, seeking assistance or information. They can chat with the agent and get the answers they need, all while enjoying a personalized support experience.
Together, they make Live chat a powerful tool for connection and problem-solving!
Customer
The customer is the person who is seeking help or information. Customers can only engage in conversations through the published chat, which includes an integrated live chat module. To get an comprehensive overview we showcase customer examples on our website, Additionally, we offer a live chat template you can download and are ready to chat in no time.
Agent
The agent is responsible for answering questions and providing support. They can view all chat messages and reply to the customer. To go to the agent view, you need to log in to the Loyjoy platform and select the "Live chat" option from the left menu.
Sign in
Sign in to the Loyjoy platform using your credentials. Set up your profile ans add a profile picture.
Understanding the Agent View
The toolbar is the main interface for the agent. It contains three main sections (left to right):
- Message Overview
This section displays all messages sent by customers and agents. You can filter the messages by all, yours, and closed cases.
- Chat interface
- Technicals datas
Answering costumers messages
First turn on the switch to identify yourself as online
Then you can start answering the messages.
