Live Support

The Live Support module, also known as Get Support within the Moxo client dashboard, is an advanced feature designed to offer real-time assistance to clients through various communication channels. This module is an advanced module for businesses that would like to offer immediate client support and issue resolution.


Usage and Benefits

Live Support provides a direct connection between clients and support agents or automated bots, ensuring quick responses to inquiries and support needs. The module's real-time capabilities are great for enhancing client satisfaction and streamlining support processes.


Configuring Live Support

Administrators can access a range of customization options by clicking Configure at the bottom of the Live Support module box. This takes you to the Live Support configuration page under the Modules tab, within the larger Client Portal tab.

Inside the Live Support configuration page, you will see a number of configuration options:


Setting Office Hours

Clearly define when live support is available to users. If clients attempt to access support outside these hours, they will see the available times.

To edit office hours:

  1. Click Edit to update office hours as needed.



  2. A pop up menu will appear on the right.

  3. Here you can customize the office hours per day. Then click Save Changes.

 

Special Hours

Set hours that differ from regular office hours for specific occasions, like holidays for example.

To set special hours:

  1. Click New at the top of the Special Hours box to configure these exceptions.



  2. A pop up menu will appear on the right.



  3. Select a date, and enter details for hours. Then click Save Changes.

 

Managing Channels

Each channel represents a dedicated line for specific topics or issues. Setup and manage these by assigning team members and/or bots to channels.

To setup a new channel:

  1. Click New Channel at the top right corner of the Manage Channels box.



  2. A pop out menu will appear on the right. Upload a square icon image, set a channel name, and select whether you would like to add an optional bot to the live support channel. 
  3. Then click Next.



  4. Add Agents (specific Internal Users) to the channel. Enter one or multiple names in the search bar. 
  5. Then click Create.


Admins have a number of options to manage existing channels.

To add agents to an existing live support channel:

  1. Click the '...' ellipsis icon on the right of each channel.



  2. Then click Add Agents.



  3. A pop out menu will appear on the right. Enter one or multiple names in the search bar to add users as agents in this Live Support channel.
  4. Then click Add.

 

To edit an existing live support channel: 

  1. Click the ‘...’ ellipsis icon on the right of each channel.
  2. Then click Edit Channel.
  3. A pop out menu will appear on the right. Edit any details as required, such as the square icon, the channel name, and bot preferences. 
  4. Then click Save Changes.

 

To delete an existing live support channel: 

  1. Click the ‘...’ ellipsis icon on the right of each channel.
  2. Then click Delete Channel.
  3. A pop up will appear. Enter Delete in the field, then click Delete

 

Editing Display Order

Admins have the ability to Adjust the order in which channels appear to clients. 

To edit the display order:

  1. Click Edit Display Order.
  2. A pop out menu will appear on the right. 
  3. Next, drag and drop the channels in the order you would like displayed to clients. 
  4. Then click Save Changes.

 

Advanced Settings

Use Advanced Settings to set things like messages that clients see when no agents are available, or if there is a maximum wait time before connecting to an agent.



To edit advanced settings: 

  1. Click Edit at the top of the Advanced Settings box.
  2. Make any edits needed to the settings below. 
    • Set the maximum number of simultaneous live support sessions allowed.
    • Set the maximum wait time to connect to an agent before timing out.
    • Enable or disable the 'Leave a Message' option.
  3. Then click Update.

 

Template Messages

Create pre-approved response templates that agents can use during live interactions to maintain response quality, consistency, and efficiency.

To create a new Template message: 

  1. Click New Message in the Template Messages box, or New in the top right corner of the Template Messages box.



  2. A pop out menu will appear on the right.
  3. Enter details like the template message title, message script, and any variables.



  4. Then click Save Changes.

The availability of the Live Support module depends on the package purchased with Moxo and requires additional configuration to use.

The Live Support module is a powerful add-on for businesses to provide immediate, effective support to their clients. By configuring the module to fit specific business needs and operating hours, companies can enhance their service quality and ensure clients receive the support they need promptly.