Overview - TeamViewer Support
<main> <article class="userContent"> <p>Navigation path: <code class="code codeInline" spellcheck="false" tabindex="0">Main Menu > Live Chat</code></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/live-chat_default_view.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/live-chat_default_view.jpg" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p></p><p><br></p><h2 data-id="summary">Summary</h2><h2 data-id="purpose">Purpose</h2><p>The <em>Live Chat</em> (also WebChat) interface is where you handle all incoming chat messages from your WebChat.</p><h2 data-id="functionalities-need-to-know">Functionalities / need to know</h2><p>Within the <em>Live Chat</em> interface you are able to do the following:</p><ul><li><a href="https://docs.chatvisor.com/docs/user-manual/support-suite/live-chat_conversation-handling" rel="nofollow noreferrer ugc">handle conversations</a> and assign/answer/close them</li><li>shift from <em>Live Chat</em> to Agent View, and start Co-Browsing and/or Videocalling</li><li>take notes within chat conversations</li><li>send Flows or other media (documents, images, Articles, ...)</li><li>create Tickets to keep an overview of all customer inquiries</li></ul><h2 data-id="feature-descriptions">Feature descriptions</h2><h3 data-id="list-of-chats">List of chats</h3><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/live-chat_list-of-chats.jpg" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/live-chat_list-of-chats.jpg" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>On the left you find the list of open conversations with users. On top you can search for user names within your current status folder. The shown list can be filtered by "Status", "Newest/SLA" and "Provider".</p><h3 data-id="status">Status</h3><p>The status is related to each conversation and can be:</p><ul><li>Unread</li><li>Done</li><li>Unresolved</li><li>Waiting</li><li>All</li></ul><p>A user sending a new message will receive the "Unread" status and remain in that state until someone changes it. When there's no status filter active, "Unread" messages will be shown by default.</p><p>Additionally to that, you can use the toggle switch to only show conversations that are assigned to you.</p><h3 data-id="chat-window">Chat window</h3><p>On top of the Chat Window you can change the status of the conversation from <em>Unresolved</em> to <em>Done</em> and assign the conversation to yourself (if the conversation has not been assigned yet) by clicking the <code class="code codeInline" spellcheck="false" tabindex="0">Assign to me</code> button or assign the conversation to another team/agent by clicking on the orange agent-icon.</p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_assign-user.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_live-chat_assign-user.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <p><br></p><p>Further explanation of the Live Chat can be found under <a href="https://docs.chatvisor.com/docs/user-manual/support-suite/live-chat_conversation-handling" rel="nofollow noreferrer ugc">> Conversation Handling</a></p><h3 data-id="user-details-view">User details view</h3><p>On the right you see further information to the user. Here you can:</p><ul><li>view further customer details using the <code class="code codeInline" spellcheck="false" tabindex="0">Additional information</code> section and</li><li>view <a href="https://docs.chatvisor.com/docs/TODO-reference" rel="nofollow noreferrer ugc">Form</a> Results (which have to be pre-defined)</li></ul><p><br></p> </article> </main>
