Skip to main content

Live Chat Platform SOP

This document provides the operational guidelines for managing real-time web-based chats and configuring the customer-facing chat widget.

Widget Management​

The Live Chat widget is the primary entry point for website visitors.

1. Activation & Visibility​

  • Toggle Path: Settings > Website Widget > Live Chat > Enable.
  • Hard Refresh: Always perform a Hard Refresh (Cmd+Shift+R or Ctrl+Shift+R) on the merchant's website after making changes to see them live.
  • Positioning: You can switch the widget position from Bottom-Right to Bottom-Left in the Widget Settings tab.

2. Custom Branding​

  • Colors: Match the primary hex code of the merchant’s brand.
  • Greeting Text: Standardized to "How can we help you today?" unless otherwise requested via a CFR.

Conversation Handling​

Unlike WhatsApp, Live Chat requires immediate presence as the user is actively on the website.

Performance Standards (SLAs)​

  • First Response Time (FRT): Must be under 3 minutes for Live Chat (faster than WhatsApp).
  • Idle Timeout: If a visitor is inactive for 10 minutes, the chat will automatically close and move to the "Resolved" folder.

Key Protocols​

  • Active Status: Agents must set their status to "Available" in the dashboard to receive incoming web pings.
  • Transfers: If a query becomes technical, use the Transfer button to move the chat to an Engineering/L2 agent.
  • Attachment Limit: Files and screenshots sent via Live Chat must be under 10MB.

Common Issues & Fixes​

Widget is enabled but not appearing on the website?

Troubleshooting Steps:

  1. Script Check: Ensure the BoB tracking script is correctly placed in the <head> section of the merchant's website.
  2. Cache: Ask the client to test in Incognito Mode.
  3. Internal Sync: If the toggle auto-disables in the BoB dashboard, raise a CRB to the Tech Team immediately.
Agent is not receiving sound alerts for new chats?

Resolution Path:

  1. Go to Settings > General > Audio Notification.
  2. Ensure the toggle is ON.
  3. Check browser permissions: The browser must be allowed to "Play Sound" for *.mybusinessonbot.com.

Post-Chat Workflow​

Every Live Chat interaction must end with a formal resolution:

  1. CSAT Trigger: The Bot will automatically send a 1-5 star rating request once the agent clicks Resolve.
  2. Transcript Email: If requested, agents can click "Email Transcript" to send a copy of the conversation to the customer’s registered email.
Escalation Rule

If the Live Chat platform experiences a "Socket Connection Error" (indicated by a red banner at the top of the dashboard), do not attempt to refresh. Report it instantly on the #system-alerts Slack channel.

Was this page helpful?