Live Chat FAQ

What is the difference between the statuses Online, Busy, and Offline?

Only agents with status Online count as available: they are offered to customers by the Live Chat module and are notified about new unassigned conversations. Busy keeps you visible as active for your colleagues, but customers and notifications are not routed to you. Offline means you are not available at all. Read more in the Guide for agents.

What happens when the agent ends the chat?

The customer leaves the live chat module and switches to the next module.

What happens if the user jumps to another Agent (e.g. with persistent quick responses)?

The agent can no longer accept the conversation, it is “archived” in their display.