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Live Chat ​

HelpDesk Pro includes a powerful live chat system that enables real-time communication between your support team and customers. This guide covers all aspects of the chat functionality.

Overview ​

What is Live Chat? ​

Live chat is a real-time communication tool that allows:

  • Instant messaging between customers and agents
  • File sharing for documents and images
  • Chat history for reference and follow-up
  • Multi-agent support with conversation routing
  • Mobile optimization for on-the-go support
  • Integration with ticket system

Chat Features ​

  • Real-time messaging with instant delivery
  • Typing indicators to show when someone is typing
  • File attachments for sharing documents and images
  • Emoji support for better communication
  • Chat templates for common responses
  • Conversation transfer between agents
  • Offline messaging when agents are unavailable
  • Mobile responsive design for all devices

Setting Up Live Chat ​

Admin Configuration ​

Enable Live Chat ​

  1. Go to Settings → Chat
  2. Configure basic settings:
    Enable Chat: Yes
Welcome Message: "Hello! How can we help you today?"
Offline Message: "We're currently offline. Please leave a message."
Business Hours: 9 AM - 6 PM (Monday-Friday)

Chat Widget Configuration ​

  1. Widget Appearance:

    • Choose color scheme
    • Set widget position (bottom-right, bottom-left)
    • Customize chat button text
    • Add company logo

  2. Widget Behavior:

    • Auto-open on page load
    • Show typing indicators
    • Enable sound notifications
    • Set message character limit

Agent Settings ​

  1. Go to Users → Agents
  2. Configure chat permissions:
    • Enable chat access
    • Set department restrictions
    • Configure notification preferences
    • Set availability status

Pusher Configuration ​

Set Up Pusher Account ​

  1. Create account at pusher.com
  2. Create new app in dashboard
  3. Copy credentials to HelpDesk Pro:
    App ID: your-app-id
App Key: your-app-key
App Secret: your-app-secret
Cluster: us2 (or your region)

Configure in HelpDesk Pro ​

  1. Go to Settings → Pusher
  2. Enter Pusher credentials
  3. Test connection
  4. Save configuration

Using Live Chat ​

Agent Interface ​

Chat Dashboard ​

The chat dashboard shows:

  • Active conversations - Currently ongoing chats
  • Waiting queue - Customers waiting for agents
  • Chat history - Previous conversations
  • Agent status - Online/offline/busy indicators
  • Performance metrics - Response times, satisfaction scores

Starting a Chat Session ​

  1. Customer initiates chat from your website
  2. Chat appears in agent dashboard
  3. Agent accepts conversation
  4. Real-time chat begins

Chat Interface Elements ​

┌─────────────────────────────────────┐
│ Customer: John Smith                │
│ Status: Online                      │
│ ─────────────────────────────────── │
│                                     │
│ Customer: Hello, I need help with   │
│           my account                │
│                                     │
│ Agent: Hi John! I'd be happy to     │
│        help you with your account.  │
│        What specific issue are you  │
│        experiencing?                │
│                                     │
│ [Customer is typing...]             │
│                                     │
│ ─────────────────────────────────── │
│ [Type your message...] [Send]       │
│ [📎] [😊] [Template] [Transfer]     │
└─────────────────────────────────────┘

Customer Interface ​

Chat Widget ​

The chat widget appears on your website:

  • Chat button - Floating button to start chat
  • Chat window - Expandable conversation area
  • Message input - Text area for typing messages
  • File upload - Button to attach files
  • Emoji picker - Emoji selection tool

Starting a Chat ​

  1. Click chat button on website
  2. Enter name and email (first time)
  3. Type initial message
  4. Wait for agent response
  5. Continue conversation

Chat Management ​

Conversation Management ​

Accepting Conversations ​

  1. Chat notification appears in agent dashboard
  2. Click "Accept" button
  3. Conversation opens in chat interface
  4. Start communicating with customer

Transferring Conversations ​

  1. Click "Transfer" button
  2. Select target agent or department
  3. Add transfer reason
  4. Complete transfer
  5. Notify both agents

Ending Conversations ​

  1. Click "End Chat" button
  2. Add closing message (optional)
  3. Rate conversation (optional)
  4. Close chat session
  5. Conversation saved to history

Chat Templates ​

Creating Templates ​

  1. Go to Chat → Templates

  2. Click "Create Template"

  3. Fill out template:

    Name: Greeting Template
Category: Greetings
Content: Hello! Thank you for contacting us. 
         How can I help you today?

  4. Save template

Using Templates ​

  1. Click "Templates" button in chat
  2. Select template category
  3. Choose template
  4. Customize if needed
  5. Send message

Template Categories ​

  • Greetings - Welcome messages
  • Closings - End of conversation
  • Common Responses - Frequent answers
  • Technical Support - Technical help
  • Billing - Payment-related responses

File Sharing ​

Supported File Types ​

  • Images - JPG, PNG, GIF, WebP
  • Documents - PDF, DOC, DOCX, TXT
  • Archives - ZIP, RAR
  • Maximum size - 10MB per file

Sharing Files ​

  1. Click attachment button (📎)
  2. Select file from computer
  3. Add optional message
  4. Send file
  5. File appears in chat history

File Security ​

  • Virus scanning - All files scanned
  • File type validation - Only allowed types
  • Size limits - Prevents large uploads
  • Access control - Only chat participants can view

Advanced Chat Features ​

Chat Routing ​

Automatic Routing ​

php
// Chat routing rules
$routingRules = [
    'department_based' => [
        'technical_issues' => 'Technical Support',
        'billing_questions' => 'Billing Department',
        'general_inquiries' => 'General Support'
    ],
    'skill_based' => [
        'advanced_technical' => 'Senior Agents',
        'basic_support' => 'Junior Agents',
        'escalation' => 'Team Leads'
    ],
    'workload_based' => [
        'balance_load' => true,
        'max_concurrent_chats' => 5,
        'queue_management' => true
    ]
];

Manual Routing ​

  1. Agent receives chat
  2. Determines appropriate department
  3. Transfers to correct agent
  4. Adds routing notes
  5. Monitors transfer success

Chat Analytics ​

Performance Metrics ​

  • Response time - Average time to first response
  • Resolution time - Average chat duration
  • Customer satisfaction - Chat ratings
  • Agent productivity - Chats per agent
  • Peak hours - Busiest chat times

Real-time Dashboard ​

javascript
// Chat analytics data
const chatMetrics = {
    activeChats: 12,
    waitingCustomers: 3,
    averageResponseTime: '2.5 minutes',
    customerSatisfaction: 4.7,
    totalChatsToday: 45,
    resolvedChats: 42
};

Chat Integration ​

Ticket Integration ​

  1. Convert chat to ticket:

    • Click "Create Ticket" button
    • Chat history included
    • Customer information transferred
    • Agent assigned automatically

  2. Link existing ticket:

    • Search for customer tickets
    • Link chat to ticket
    • Share ticket information
    • Update ticket with chat notes

Knowledge Base Integration ​

  1. Search knowledge base during chat
  2. Share articles with customers
  3. Create articles from chat content
  4. Update existing articles based on chat feedback

Mobile Chat ​

Mobile Optimization ​

Responsive Design ​

  • Touch-friendly interface
  • Swipe gestures for navigation
  • Optimized keyboard for mobile
  • Fast loading on mobile networks

Mobile Features ​

  • Push notifications for new messages
  • Offline support for poor connections
  • Camera integration for photo sharing
  • Voice messages (if supported)

Mobile App Features ​

  • Native notifications - Real-time alerts
  • Background sync - Messages sync when app opens
  • Offline mode - Queue messages when offline
  • Quick responses - Pre-written responses

Chat Best Practices ​

For Agents ​

Communication Best Practices ​

  1. Respond Quickly - Aim for under 2 minutes
  2. Use Professional Language - Clear and courteous
  3. Ask Clarifying Questions - Understand the problem
  4. Provide Step-by-Step Solutions - Clear instructions
  5. Follow Up - Ensure issue is resolved

Technical Best Practices ​

  1. Use Templates - For common responses
  2. Share Relevant Files - Screenshots, guides
  3. Transfer When Needed - Don't hesitate to escalate
  4. Document Conversations - Add notes for future reference
  5. Rate Conversations - Provide feedback on quality

For Customers ​

Effective Communication ​

  1. Be Specific - Describe the problem clearly
  2. Provide Context - Include relevant details
  3. Be Patient - Allow time for agent response
  4. Ask Questions - Clarify if you don't understand
  5. Rate Service - Provide feedback on experience

Technical Tips ​

  1. Check Internet Connection - Ensure stable connection
  2. Enable Notifications - Don't miss agent responses
  3. Share Screenshots - Visual aids help agents
  4. Keep Chat Window Open - Don't close during conversation
  5. Save Chat History - Reference for future issues

Troubleshooting ​

Troubleshooting Common Issues ​

Chat Not Loading ​

  1. Check internet connection
  2. Clear browser cache
  3. Disable browser extensions
  4. Try different browser
  5. Check firewall settings

Messages Not Sending ​

  1. Verify internet connection
  2. Check message length (character limit)
  3. Try refreshing page
  4. Clear browser cache
  5. Contact administrator

File Upload Issues ​

  1. Check file size (max 10MB)
  2. Verify file type (allowed formats)
  3. Try different file
  4. Check internet speed
  5. Contact support

Agent Not Responding ​

  1. Wait a few minutes - Agent may be busy
  2. Check agent status - Online/offline indicator
  3. Try during business hours
  4. Leave offline message
  5. Create support ticket

Performance Troubleshooting ​

Slow Chat Loading ​

  1. Check internet speed
  2. Close other browser tabs
  3. Clear browser cache
  4. Try incognito mode
  5. Contact administrator

Connection Drops ​

  1. Check internet stability
  2. Refresh chat window
  3. Reconnect to chat
  4. Check firewall settings
  5. Try different network

Security and Privacy ​

Data Protection ​

Chat Data Security ​

  • Encrypted transmission - All messages encrypted
  • Secure storage - Chat history stored securely
  • Access control - Only authorized users can access
  • Data retention - Configurable retention periods
  • GDPR compliance - Privacy regulation compliance

Privacy Settings ​

php
// Privacy configuration
$privacySettings = [
    'data_retention' => '90 days',
    'anonymize_data' => true,
    'export_data' => true,
    'delete_data' => true,
    'audit_logging' => true
];

User Privacy ​

Customer Privacy ​

  • Anonymous chat - No registration required
  • Data minimization - Only collect necessary data
  • Consent management - Clear privacy policies
  • Right to deletion - Remove personal data
  • Data portability - Export chat history

Agent Privacy ​

  • Secure access - Authentication required
  • Session management - Automatic logout
  • Activity logging - Track agent actions
  • Permission control - Role-based access
  • Audit trails - Complete activity history

Integration Options ​

Website Integration ​

Embedding Chat Widget ​

html
<!-- Chat widget integration -->
<script>
  window.helpdeskChat = {
    appId: 'your-app-id',
    apiKey: 'your-api-key',
    position: 'bottom-right',
    theme: 'light',
    welcomeMessage: 'Hello! How can we help you?'
  };
</script>
<script src="https://yourdomain.com/chat/widget.js"></script>

Custom Styling ​

css
/* Custom chat widget styling */
.helpdesk-chat-widget {
  background-color: #667eea;
  border-radius: 8px;
  box-shadow: 0 4px 12px rgba(0,0,0,0.15);
}

.helpdesk-chat-button {
  background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
  color: white;
  border: none;
  border-radius: 50%;
  width: 60px;
  height: 60px;
  cursor: pointer;
}

API Integration ​

Chat API Endpoints ​

php
// Chat API examples
Route::post('/api/chat/init', [ChatController::class, 'init']);
Route::post('/api/chat/send', [ChatController::class, 'sendMessage']);
Route::get('/api/chat/history/{id}', [ChatController::class, 'getHistory']);
Route::post('/api/chat/transfer', [ChatController::class, 'transferChat']);
Route::post('/api/chat/end', [ChatController::class, 'endChat']);

Webhook Integration ​

php
// Chat webhooks
$webhooks = [
    'chat_started' => 'https://yourdomain.com/webhook/chat-started',
    'chat_ended' => 'https://yourdomain.com/webhook/chat-ended',
    'message_sent' => 'https://yourdomain.com/webhook/message-sent',
    'chat_transferred' => 'https://yourdomain.com/webhook/chat-transferred'
];

Monitoring and Analytics ​

Real-time Monitoring ​

Chat Dashboard Metrics ​

  • Active conversations - Current chat count
  • Waiting customers - Queue length
  • Agent availability - Online/offline status
  • Response times - Average response time
  • Satisfaction scores - Customer ratings

Performance Alerts ​

php
// Performance alert thresholds
$alertThresholds = [
    'response_time' => '5 minutes',
    'queue_length' => 10,
    'satisfaction_score' => 3.0,
    'agent_availability' => '20%'
];

Reporting ​

Daily Reports ​

  • Chat volume - Number of chats per day
  • Response times - Average response times
  • Resolution rates - Percentage of resolved chats
  • Customer satisfaction - Average ratings
  • Agent performance - Individual agent metrics

Weekly Reports ​

  • Trend analysis - Performance trends over time
  • Peak hours - Busiest chat times
  • Common issues - Most frequent problems
  • Agent workload - Workload distribution
  • Improvement areas - Areas needing attention

Next Steps ​

  1. Explore Ticket Management for integrated support
  2. Learn Knowledge Base for self-service
  3. Set up AI Features for intelligent automation
  4. Review Analytics for performance insights

Master Live Chat to provide instant, personalized customer support. The real-time nature of chat makes it perfect for urgent issues and provides a more personal touch than traditional support channels.

Released under the MIT License.

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