Chat System - LiveEngage

LiveEngage is our system that is used to chat live with prospective students on a daily basis. LiveEngage allows us to respond to chat requests that can be made on the computer or by phone. Each counselor is responsible for being online and available during scheduled chat times per week.

Signing onto LiveEngage

When you sign into LiveEngage your screen will look like this.

Be sure that your profile is signed on as Online so that you can begin receiving active chats from prospective students.

Live Chat Workflow

Live Chat Engagement from SL website

Clicking on “Live Chat” button opens Live Chat window and form
Customer completes form (current SL fields):
1. First Name
2. Last Name
3. Email Address
4. Have You Ever Taken a Course with us before [y/n]
Customer presented with opt-in checkbox and opt-in language
Customer hits submit to move to the next step

Online/ Offline Functionality

EC Availability Options in LiveEngage

An EC can update their status in the chat queue by selecting the gray arrow and choosing a status from the menu.
If any EC’s status is Online - chat is available and Customers are able to engage in a chat with an EC.
If the EC’s status is Back Soon - chat service is available and incoming chats will sit in the queue until retrieved by EC when status is returned to Online.
If there are no ECs signed into the chat platform or an EC’s status is Away - chat will be unavailable to students on the website.

Offline - Customer View

If there are no ECs signed into the chat platform, chat will be unavailable
If Chat is unavailable, Customer will receive a message after submitting the Chat Engagement form

EC's Dashboard View

Chat with orange dialog icon are chats that need a response
Chat labeled “Prospective Students” are for Enrollment team to engage (users answer “No” to Chat submit form about previously taking SL course)
In current view, available data in the EC dash include
- Agent name
- Country of Chat
- Visit start time
- Current page - page on which chat was started
EC clicks the orange dialogue box or blue highlighted icon at the bottom to open the engagement for an incoming chat request

EC Chat Engagement

EC opens engagement
EC types and sends responses
Available data on users visit is displayed
Options for using pre-written content are displayed

Using Predefined Chat Responses

Predefined content (canned responses) in LiveEngage are used to provide fast, detailed and consistent answers/responses to our students’ most commonly asked questions. These responses allow us to answer questions quickly and decrease wait times. The Predefined content can be found on the far right side of the screen, the 3rd column in the chat window.

How to Respond to a Question Using a Canned Response

Use the search bar in the predefined content section at the top and type in a keyword to narrow down a response that best answers the student’s question.
Then click on the answer choice
The canned response will automatically populate for you in the chat response box. You can edit the content as necessary.
Then press Enter
If you think there is a topic that we would benefit from having pre-written content for, please let your manager know.

Ending a Chat with a Lead

Chat window updates when a lead leaves the chat
EC must complete form to end the chat and move to next engagement
Today, clicking “Done” button triggers a workflow that pastes the chat transcript into the lead record in the CRM

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