Helvia Documentation
  • ChatBricks Release Notes
    • Helvia Release 5.38.0
    • Helvia Release 5.37.0
    • Helvia Release 5.36.0
    • Helvia Release 5.35.0
    • Helvia Release 5.34.0
    • Helvia Release 5.33.0
    • Helvia Release 5.32.0
    • Helvia Release 5.31.0
    • Helvia Release 5.30.0
    • Helvia Release 5.29.0
    • Helvia Release 5.28.0
    • Helvia Release 5.27.0
    • Helvia Release 5.26.0
    • Helvia Release 5.25.0
  • Helvia LiveChat Guide
    • About Helvia LiveChat
      • Helvia LiveChat features
      • How LiveChat works
      • LiveChat agent steps
    • LiveChat interface
      • Conversations, Requests and Settings tabs
      • Conversation details pane
      • Action buttons
      • Canned responses
      • Chat pane
    • Managing live-chat requests
      • Accepting a live-chat request
      • Using canned responses
      • Creating canned responses (Agent)
      • Adding notes to a conversation
      • Transferring a live-chat conversation
      • Using predefined actions
      • Ending a live-chat conversation
      • Exporting a conversation transcript
    • LiveChat settings
      • Organization LiveChat settings page (admins only)
      • Bot-specific LiveChat settings (admins only)
      • LiveChat system messages (admins only)
      • LiveChat settings (agent)
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  • Conversation details
  • Pre-chat survey
  • Conversation notes

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  1. Helvia LiveChat Guide
  2. LiveChat interface

Conversation details pane

PreviousConversations, Requests and Settings tabsNextAction buttons

Last updated 2 years ago

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Within a conversation, in the right-hand panel you can see the conversation details, and you can access the the different functions available to assist you with managing the conversation.

Conversation details

This is the central view, where you can see the conversation details, and more re specifically:

  • Conversation status: if it is active or finished

  • Conversation ID: an internal ID for the LiveChat app to identify the specific conversation

  • Platform origin: the URL where the end-user accesses the chat from (e.g. an application, or a specific website)

  • Live agent: the name of the agent who is managing the conversation

Pre-chat survey

In this section you can view the details of the survey the end-user had after requesting the live-just and before the agent accepts it. The steps of this survey are configurable by the bot administrator and it is not necessary to have a pre-chat survey.

Conversation notes

In the conversation notes section the agent can keep notes that are visible to the agents only and can also be used for internal communication between the agents for the particular conversation.