Live chat enables end users to reach out to your support agents in real time, communicate their issues, and get instant solutions. You can create requests from chat transcripts.
Go to Setup > Apps & Add-ons > Chat Settings.
Enable Chat Settings.
You can allow specific technician groups and technicians to access the live chat feature.
Select the technicians who can access Live Chat. Only the selected technicians can receive chat notifications.
To enable Live Chat for specific technician groups, select the groups under Enable chat for this group. The technicians added earlier must be part of the groups selected. This ensures that when the end user selects a group while initiating chat, the message gets relayed to the relevant technician.
Click Save.
You can embed the Live Chat widget on your website or intranet portal. Copy the given script and paste it in the HTML page of the destination site.
Requesters can initiate a chat with a support agent by clicking 
displayed on the footer.
Alternately, they can go to their request details page and click Leave a message.
The support agent configured in the chat settings will receive a notification as captured below:
Click Pick Up to view the request details and chat with the requester.
You can navigate to missed, active and closed chats and calls from the left panel of the widget in SDP.
You can access more features of Live Chat such as Feedback, Reports, and Resources in the Zoho SalesIQ page's Live Chat window through Setup > Apps & Add-ons > Chat Settings > Advanced Settings > Close Settings page.
When a requester submits a chat request, a technician can pick up the request or the missed chats will automatically be converted into requests. The technician can also convert Active chats into requests as shown below.
Advanced Settings
Live Chat is powered by SalesIQ. You can access its advanced settings through Setup > Apps & Add-ons > Chat Settings > Advanced Settings.
