Lesson 2: Handling Chat Interactions

This course will enable you to maximize the power of the chat. Learn to use the various tools that will help you handle chats with website visitors and facilitate your work as an agent. By the end of the course you will be able to handle chats, send canned responses and links, and assist customers using Desktop Sharing.

1) Handling Chats in the LivePerson Agent Console (video)
Accepting requests to chat is the first step in engaging with your visitors, and it’s as simple as 1-2-3. To view the video:  Use your browser to zoom ...
Tue, 13 Mar, 2018 at 11:25 AM
2) Sending Canned Responses (video)
Visitors often have the same questions, and to avoid typing the same information over and over again, you can send a Canned Response. These responses are pr...
Wed, 15 Nov, 2017 at 4:15 AM
3) Sending Links While Chatting (video)
When chatting with a visitor, it can be useful to send a link via the chat. The visitor is directed to the desired page, saving time and increasing customer...
Wed, 15 Nov, 2017 at 4:18 AM
4) Assisting Your Customers via Desktop Sharing (video)
Increase visibility of your visitors' issues. With Desktop Sharing you can view the visitor's desktop through the Agent Console, instruct the visi...
Wed, 15 Nov, 2017 at 4:21 AM
5) Using the Engagement Options in the Agent Console (video)
You can share YouTube videos with your visitors to enhance the customer experience.  To view the video: Use your browser to zoom in until the vid...
Wed, 15 Nov, 2017 at 4:27 AM
Additional Resources
Sending a canned response to a visitor during a chat Using the Engagement Window Sending private messages between agents
Thu, 2 Nov, 2017 at 6:44 AM