> For the complete documentation index, see [llms.txt](https://docs.shopperos.stackline.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shopperos.stackline.com/concierge/live-assist.md). # Live Assist Live Assist lets your team take over a concierge chat and talk to the shopper in person. Your team answers in the **Live Assist Console**. You set up Live Assist and see its results in **Concierge → Live Assist**.
The shopper asks, and the concierge answers first. The shopper asks for a person, and the concierge hands off to your team in the Live Assist Console with a handoff note. Your team replies in the same chat. If the shopper does not see the reply, it goes by email.

The shopper stays in one chat from the first question to your team's reply. Email is only the backup.

The concierge answers first. Your team joins the same chat when the shopper asks for a person. **Concierge → Live Assist** has three tabs: **Overview**, **Settings**, and **Quick replies**. **Open console** at the top right opens the console in a new browser tab. When chats in the console are unread, **Live Assist** in the studio menu shows their count. Above 99, it shows **99+**. The times on this page, such as 3 or 5 minutes, are the defaults. Your store can change them in [Set the wait times](#set-the-wait-times). ## Three players share one chat The shopper, the concierge, and your team each have one job in the same chat.
ShopperChats on your store, as a guest or signed in. Sees your team's replies in the same chat. When the chat panel is closed, the chat button shows where the chat is.
ConciergeAnswers first. Hands off only when the shopper asks for a person, or asks for something it cannot do. Stays quiet while your team has the chat.
Your teamWorks in the Live Assist Console. Reads the handoff note and the earlier chat, replies, and closes the chat. Shoppers see the name in Team Label.
You set **Team Label** in **Concierge → Branding → Support**. ## Three checks decide where a request goes The support category of the request decides where it goes. Then your hours and your team decide if the chat is live. ```mermaid flowchart TD A[Shopper asks for a person] --> B{Handoff of the category} B -->|Contact Referral or Case Submission| X[Never reaches the console] B -->|Intercom or Zendesk| Z[Your connected support tool] B -->|Live Assist: ShopperOS| C{Live Assist switch} C -->|Live Assist is off| D[Store support email or contact details] C -->|Live Assist is on| E{Hours open and a teammate Available?} E -->|Yes| F[Live: Waiting for a teammate] E -->|No| G[Follow-ups: Left message] ``` A live chat needs two things at the same time: * your business hours are open, * at least one teammate is **Available**. If one is missing, the shopper leaves a message, and it goes to **Follow-ups**. Every shopper can leave a message, also a guest with no email. Before a live chat, the concierge asks for what your [Who can chat with your team](#choose-who-can-chat-with-your-team) option needs. A shopper that your team blocked gets your contact details instead, if the store has them. ## Every chat is in one list at a time A chat that reaches your team is in **Live**, **Follow-ups**, or **Closed**. People and timers move it between the lists. ```mermaid stateDiagram-v2 state Live { state "Waiting for a teammate" as Waiting state "With a teammate" as With } state "Follow-ups" as Follow state "Closed" as Closed [*] --> Waiting: asks for a person, a teammate is Available [*] --> Follow: Left message Waiting --> With: Assign to me, or a reply With --> Waiting: Unassign Waiting --> Follow: Nobody joined, Went away, Withdrawn With --> Follow: Ended With --> Closed: Close, or a quiet chat closes Follow --> Waiting: the shopper asks again Follow --> Closed: Mark done Closed --> With: Reopen, shopper Online Closed --> Follow: Reopen, shopper offline ``` A reply to a closed chat also opens it again. A follow-up never closes by itself. The concierge answers the shopper while a chat is in **Follow-ups** or **Closed**. ### Each list holds one kind of chat The console has one list for each place a chat can be. | List | What it holds | | -------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Live** | Chats where the shopper is waiting or chatting now. Chats **Waiting for a teammate** show first, then chats **With a teammate**. Under **Live**, a badge shows how many wait and the longest wait. | | **Follow-ups** | Chats that need a reply later. The concierge answers the shopper while a chat is here. Each row says why it is there. | | **Closed** | Closed chats. | A follow-up shows one of these reasons: | Reason | Meaning | | ---------------------------------------------------- | -------------------------------------------------------------------------------------- | | **Left message** | The shopper left a message when nobody could join. | | **Nobody joined** | The shopper waited, and nobody joined in time. | | **Went away** | The shopper went away while they waited. | | **Ended** | The shopper ended the chat. | | **Withdrawn** | The shopper stopped waiting before anyone joined. Your team gets no wait email for it. | | **Reopened** | A teammate opened the closed chat again. | The filters under **Filters** are **Assigned to me**, **Mentions**, **Unassigned**, **Unread**, and **Blocked**. **Categories** filters the live chats by topic. ## One open chat per shopper A shopper has one open chat with your team. If they ask for a person again within 7 days, the request joins that chat. The shopper reads **You already have a chat with our team. I added your message to it.** In the console, **Sent from another conversation** marks a shopper message that came from another chat of the same shopper. When a shopper types an email, the chat shows it in full once: **We'll email replies to …. Wrong address? Type the right one.** A newer typed email replaces it, until an email has gone to it. ## The shopper sees your team in the same chat When the shopper closes the chat panel, the chat button on your store shows where the chat is: | Chat button | Meaning | | --------------------------------------------------------- | --------------------------------------------------- | | **Waiting for** your team | The shopper waits in the queue. | | A teammate's name, then **from our support team is here** | A teammate joined. | | **Message sent to** your team | The chat is in **Follow-ups**. | | **1 new reply from the team** | Your team replied, and the shopper has not seen it. | The shopper can also: * click **Stop waiting and chat with** the concierge before anyone joins. The chat moves to **Follow-ups** with **Withdrawn**, and the shopper reads **You stopped waiting**. * end the chat after a teammate joins. The chat moves to **Follow-ups** with **Ended**, and the shopper reads **You ended the chat**. Only your team closes a chat. ## Before you start * The concierge is on. See [AI concierge](/concierge/concierge.md#step-1-turn-on-the-concierge). * At least one support category hands off to **Live Assist: ShopperOS**. See [Handoffs](/concierge/concierge.md#handoffs). Categories with **Contact Referral** or **Case Submission** never reach the console. * Use a computer. The console is for a computer browser. ## Get ready for your first chat If your store already uses Live Assist, start here. Each teammate does these steps once. {% stepper %} {% step %} ### Open the console In ShopperOS, open **Concierge → Live Assist**, and click **Open console**. The console opens in a new browser tab. If your Shopify store is connected, you can also click **Open console** in the ShopperOS app in Shopify admin. {% endstep %} {% step %} ### Join the team At the bottom left of the console, click **Join the support team**. Only team members can reply to chats. {% endstep %} {% step %} ### Set yourself Available At the bottom of the left menu, choose **Available**. See [Set your status](#set-your-status). {% endstep %} {% step %} ### Turn on alerts If the console shows **You won't hear new chats while this tab is hidden.**, click **Turn on alerts**. See [Choose your notifications](#choose-your-notifications). {% endstep %} {% endstepper %} Done. You now get live chats. When one comes in, open it, read the handoff note, reply, and close it. See [Work a chat](#work-a-chat). ## Step 1: Turn on Live Assist One switch in **Concierge → Live Assist → Settings** decides if shoppers can reach your team in the console. {% stepper %} {% step %} ### Open the settings Open **Concierge → Live Assist → Settings**. {% endstep %} {% step %} ### Add Live Assist If the card at the top reads **Live Assist is not set up**, click **Add Live Assist**. {% endstep %} {% step %} ### Turn on the switch On the card, turn on the switch. This change saves at once. {% endstep %} {% endstepper %} The card shows: | Item | Meaning | | ------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Live Assist is on** | Shoppers in the categories with the handoff **Live Assist: ShopperOS** reach your team in the console. They chat live while a teammate is **Available** in business hours. Otherwise their message goes to **Follow-ups**. | | **Live Assist is off** | Shoppers cannot reach your team. A request for a person gets the store's support email or contact details, if the store has them. | | **Handoffs** | The categories that hand off to Live Assist. | | **Always open**, **Open now**, or **Closed now** | The store's business hours now. | | **2 teammates available** | The teammates who are online in the console now. | Done. The card reads **Live Assist is on**. Next, [build your team](#step-2-build-your-team). To turn off Live Assist, turn off the switch. In the **Turn off Live Assist?** dialog, click **Turn off**. Open chats stay in the console, and your team can still answer them. ## Step 2: Build your team Only people on the team can reply, take, close, or block chats, set themselves **Available**, and get notifications. Other people with access to the store can read the chats in the console. In **Concierge → Live Assist → Settings → Team**: * click **Join the team** to add yourself, * click **Add a person**, and search for a teammate, * click **Leave** or **Remove** to take a person off the team. {% hint style="warning" %} Do not leave the team empty. Nobody is on the team until someone joins. With nobody on the team, shoppers can only leave a message, and nobody gets alerts or emails. ShopperOS asks before you remove the last person. {% endhint %} Next, [choose your settings](#step-3-choose-your-settings). ## Step 3: Choose your settings Each card in **Concierge → Live Assist → Settings** has the defaults filled in. Click **Save** at the top to keep your changes. **Unsaved changes** shows until you save. If you leave the tab with unsaved changes, ShopperOS asks first. The Live Assist switch, **Your notifications**, **Team**, and **Emails to shoppers** save at once. They do not need **Save**. ### Choose who can chat with your team **Who can chat with your team** sets what a shopper gives before the concierge hands off. | Option | Meaning | | -------------------- | -------------------------------------------------------------------------------------------------------------- | | **Require sign-in** | Signed-in shoppers only. A store without shopper sign-in cannot choose this option. The card shows the reason. | | **Require an email** | A guest gives an email, so your team can reply later. A signed-in shopper gives nothing more. | | **Allow guests** | Anyone can chat. | By default, no option is chosen. The card then reads **Not chosen yet. Until you choose, a shopper gives a reply email or signs in.** This works as **Require an email**. The option applies only to a live chat. When nobody can join, every shopper can leave a message, also a guest with no email. Your team sees a shopper's orders only when the shopper is signed in. A guest can check one order in the chat with its number and email. Your team can still look up any order, marked **Unverified**. ### Check your business hours The **Business hours** card shows your hours. Click **Edit in Support** or **Set in Support** to change them. See [Business hours](/concierge/concierge.md#business-hours). With no hours set, Live Assist is always on. ### Set the wait times Each **Times** row sets how long Live Assist waits before it acts. The first four rows show at once. Click **More times (2)** for the last two rows. | Setting | Default | What happens | | ------------------------------------------------------ | ------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **If nobody joins, move the chat to Follow-ups after** | 5 min | A waiting chat that nobody takes moves to **Follow-ups** with **Nobody joined**. The shopper sees the **Nobody joined in time** message. Use 1 to 120 minutes. | | **If the shopper left, email our reply after** | 3 min | ShopperOS emails your reply if the shopper has not seen it. This needs the shopper's email. The chat stays open. Use 1 to 60 minutes. | | **Close a quiet chat after** | 30 min | A live chat closes when the shopper has not answered for this long, counted from your team's last message. The shopper sees the **Closing message**. Use 5 to 240 minutes. | | **Email teammates when a chat waits** | 3 min | Each teammate with email notifications on gets an email. Keep this time under the move to **Follow-ups**, so the email comes while the shopper still waits. Use 1 to 60 minutes. | | **If the shopper leaves while waiting, move after** | 2 min | A shopper who leaves your store while waiting for your team moves to **Follow-ups** with **Went away**. Use 1 to 15 minutes. | | **Chat links in emails work for** | 14 days | How long **Continue in chat** in an email to the shopper works. Use 1 to 30 days. | A time outside its range shows an error, and **Save** stays off. **Reset to defaults** puts back every default time. A changed time applies to new chats only. Chats that are open now keep their times. A follow-up never closes by itself. It stays in **Follow-ups** until your team replies or clicks **Mark done**. ### Messages to shoppers These are the messages that Live Assist shows to shoppers in the chat. They show as from your store, never from a person. The card has three groups. {% tabs %} {% tab title="When your team is available" %} | Message | Default text | When it shows | | ------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------ | | **Waiting message** | Thanks for waiting. A member of our team will join soon. | The chat starts to wait for your team. | | **Reply time** | Usually replies in a few minutes | A small line under the waiting message. | | **Connected message** | If you need to go, we'll reply by email to {email}. With no email: Leave your email so we can reply. | Under the line that names the teammate who joined. | | **Nobody joined in time** | No one was free right now. Your message waits for the team, and we'll reply by email. With no email: No one was free right now. Your message waits for the team. They will reply in this chat. | Nobody joined in time, and the chat moves to **Follow-ups**. | | {% endtab %} | | | {% tab title="When your team is unavailable" %} | Message | Default text | When it shows | | ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------- | | **Message left** | Your message is with the team. They will reply to {email}. | The shopper asks for a person outside business hours, or while everyone on the team is **Away** or offline. | | **After hours (backup)** | Our team is away. Leave a message and we will reply by email. With no email: Our team is away. Leave a message here, and they will reply in this chat. | Only if **Message left** is off. | | {% endtab %} | | | {% tab title="When the shopper stops replying" %} | Message | Default text | When it shows | | ------------------- | ------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------- | | **Closing message** | We'll close this chat for now. Just ask if you need our team again. | A quiet chat closes. If your team closes the chat, the shopper reads that your team disconnected. | | {% endtab %} | | | | {% endtabs %} | | | To change a message: {% stepper %} {% step %} ### Open the message On the message's row, click **Edit**. {% endstep %} {% step %} ### Change the text Type the new text. Some messages have two boxes: **If we have their email** and **If we don't**. Use the second box for a shopper who gave no email. {% endstep %} {% step %} ### Add a variable Optional: click a variable chip, such as `{store}`, `{email}`, or `{teammate}`, to put it in the text. A message that cannot use a variable shows an error, for example because nobody has joined yet. {% endstep %} {% step %} ### Save Click **Done**, then click **Save** at the top. {% endstep %} {% endstepper %} To skip a message, turn off the switch on its row. **Reset to defaults** puts back every default message. When a shopper gave no email, or your store cannot email shoppers, Live Assist does not promise an email. The shopper sees the text for no email instead. ### Choose your notifications **Your notifications** are only for you, for this store. Each switch saves at once. You get no notifications until you join the team. | Switch | Default | What you get | | ------------------------------------------------------------ | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Email me when a chat waits … min, or someone mentions me** | On | An email when a chat waits for the time in **Times**, or when a teammate mentions you in a note. | | **Browser notifications** | Off | A browser notification for a new chat in the queue, a new shopper message in a chat assigned to you, and a note that mentions you. If this browser has not allowed notifications, click **Allow in this browser**. | | **Sound** | Off | A sound for the same events. | Browser notifications and sound work while a console tab is open, also in a background tab. If you are **Available** with both off, the console shows **You won't hear new chats while this tab is hidden.** Click **Turn on alerts** to fix it. ### Send emails from your own address **Emails to shoppers** sends your team's replies and chat links from an address at your store's own domain. Until that address is verified, ShopperOS sends no email to shoppers. Your team's replies then stay in the chat, and the messages to shoppers say that your team replies in the chat. {% stepper %} {% step %} ### Enter your address Under **Send from your own address**, enter the address, for example `support@example.com` (an example address). {% endstep %} {% step %} ### Click Set up Click **Set up**. The card shows the DNS records to add to your domain. {% endstep %} {% step %} ### Add the DNS records At your DNS host, add the records. Click **Copy all records**, or click **Copy steps for IT** to copy a message for your IT team. {% endstep %} {% step %} ### Check the records Click **Check now**. DNS changes can take up to 72 hours. {% endstep %} {% endstepper %} Done when the status reads **Verified**. Each status means: | Status | Meaning | | ------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------- | | **Waiting for DNS** | ShopperOS has not found all the records yet. Each record shows **Found** or **Not found**. | | **Verified** | Emails to shoppers go from your address. Click **Send test email** to test it. | | **Not verified** | The records were not found in 72 hours, or the domain is no longer set up. Click **Remove address**, then set it up again. | {% hint style="warning" %} If the card says to add a DMARC record, add it. Without one, some inboxes put the emails in spam. {% endhint %} **Email subject** sets the subject of the emails. The default is `{store} replied to your chat`. It saves with **Save**, and you cannot turn it off. #### A shopper gets an email in two cases only * **A reply that the shopper has not seen.** The email goes after the time in **If the shopper left, email our reply after**, and only to a shopper with an email. One email holds every reply that the shopper has not seen, in full, with product and discount cards. An order card goes only to the verified owner of the order. * **A new chat link that the shopper asks for.** A shopper gets no email when they leave a message, when a chat moves, or when a chat closes. Each email has a **Continue in chat** button. It opens the chat on your store for the time in **Chat links in emails work for**. When the link expires, the page reads **This link has expired**. The shopper can click **Email me a new link** or **Start a new chat**. A new link goes only to the same address, at most once in 10 minutes and five times a day. A shopper's reply to the email never reaches the chat. If the **Other** category of your [Handoffs](/concierge/concierge.md#handoffs) has an email address, the reply goes to it. Otherwise, the email tells the shopper to answer in the chat. ## Your team answers in the Live Assist Console To open the console, click **Open console** in **Concierge → Live Assist**. The console is for a computer browser. At the bottom of its left menu, **Quick replies** and **Live Assist settings** open those tabs in the studio. The lists are in [Each list holds one kind of chat](#each-list-holds-one-kind-of-chat). ### Set your status At the bottom of the left menu, choose **Available** or **Away**. Only **Available** teammates get live chats. If you are not on the team, click **Join the support team**. * You start as **Away** in each new browser. * You count as online while you are **Available** and a console tab is open. The tab can be in the background. * When you close the console tab, you go offline after 2 minutes, also when you chose **Available**. * When you reply to a live chat while you are **Away**, the console sets you **Available**. Click **Stay Away** to undo it. * When you stop work, choose **Away**. Then the count of teammates online stays correct. ### Alerts repeat while a chat waits When a chat waits and nobody takes it, Live Assist reminds your team. With the default times: | Time | What happens | | ----------- | ------------------------------------------------------------------------------ | | 0 min | **New chat** alert for teammates with browser notifications or sound on. | | 1 and 2 min | **Still waiting** alert. Opening the chat does not stop it. Take the chat. | | 3 min | Each teammate with email notifications on gets one email about the wait. | | 5 min | The chat moves to **Follow-ups** with **Nobody joined**. No second email goes. | A chat comes back to the queue when a teammate leaves it, or when a shopper in **Follow-ups** asks again. The alert is **Back in the queue**, and a new email goes. Wait emails also go outside business hours, so a message left at night is in your inbox in the morning. ### The header shows where the shopper is The chat header shows where the shopper is now: | Label | Meaning | | ---------------------------------- | -------------------------------------------------------- | | **Online** | The shopper is in this chat. | | **On the store · in another chat** | The shopper is on your store, in another concierge chat. | | **On the store** | The shopper is on your store, with the chat closed. | | **Offline · last seen …** | The shopper left your store. | A green dot shows while a reply reaches the shopper now. The customer panel shows who the shopper is, with a label such as **Shopify customer · verified**, **Email given · not verified**, or **Not signed in**. It also shows the handoff note, the page and bag, orders, notes, and past chats. Orders show only for a verified shopper. For other shoppers, open **Lookup** and search by order number or email. ### Work a chat You take a chat, reply, and close it. The concierge answers again after you close. {% stepper %} {% step %} ### Open the chat In **Live**, click the chat under **Waiting for a teammate**. {% endstep %} {% step %} ### Read what came before In the customer panel, read the handoff note. Then read the earlier chat with the concierge, so the shopper does not repeat themselves. {% endstep %} {% step %} ### Take the chat Click **Assign to me**, or send a reply. A reply assigns the chat to you. {% endstep %} {% step %} ### Reply Write your reply, and send it. The concierge stays quiet while your team has the chat. {% endstep %} {% step %} ### Close the chat When you finish, click **Close**. The concierge then answers the shopper again. {% endstep %} {% endstepper %} Done. The chat is in **Closed**. Next, take the next chat under **Waiting for a teammate**. To give a chat to a teammate, choose the teammate in the assign menu. If the teammate is **Away**, the console asks first, because the shopper sees that name. **Unassign** puts a live chat back in the queue. Two people cannot take the same chat. The second person sees **A teammate took this chat first.** ### Reply to a shopper Choose **Reply** to write to the shopper, or **Note** to write to your team only. A reply can have up to 4,000 characters. Under the reply box, **Product**, **Discount**, and **Order** add cards. A reply can have up to 5 cards and 5 files. A file is an image or a PDF of up to 10 MB. The line over the reply box says where your reply goes, for example: * **Your reply shows in their chat window now** * **Your reply shows on their chat button now** * **Sending assigns this chat to you** * **Sending takes this chat from …**: the chat is with a teammate. * **No email on file. Ask for one before they leave.** While the shopper is offline, a bar shows over the reply box: * **To … if not seen in … min · Also added to the chat**: ShopperOS emails the reply if the shopper does not see it. * **No email**: the shopper sees the reply only if they come back to the store in the same browser. If a teammate has the chat and is online, ShopperOS asks before you take it over. If your reply names a teammate with `@`, ShopperOS asks whether to send it as a note. ### Mention a teammate In a note, type `@` and pick a teammate. The teammate sees the chat under **Mentions**, and gets an email if their email notifications are on. The shopper never sees notes or mentions. ### Close a chat On a live chat, click **Close**. On a follow-up, the button reads **Mark done**. Both move the chat to **Closed**. A closed chat reads **This chat is closed.** When you can open it again, it reads **This chat is closed. Your reply opens it again.** Click **Reopen**, or send a reply. The chat goes to **Live** if the shopper is online, and to **Follow-ups** with **Reopened** if not. If the concierge answers the shopper after the chat closed, the console shows the answers under **Concierge answered after the chat closed**. They do not make the chat unread. A chat has one read state for the whole team. To mark a chat unread for everyone, click **More actions**, then **Mark as unread**. ### Block a shopper A blocked shopper cannot start a chat with your team again. {% stepper %} {% step %} ### Open the block dialog In the chat, click **More actions**, then **Block shopper**. {% endstep %} {% step %} ### Give a reason Optional: enter a **Reason (only your team sees it)**. {% endstep %} {% step %} ### Choose to close the chat To close the chat too, keep **Close this chat now** ticked. {% endstep %} {% step %} ### Block Click **Block shopper**. {% endstep %} {% endstepper %} Done. The shopper gets your contact details instead, if the store has them. The **Blocked** filter lists blocked shoppers. To let a shopper reach your team again, click **Unblock**. ## The Overview tab shows open and closed chats Open **Concierge → Live Assist → Overview** to see the chats open now, and the chats of a period. The tab updates every 30 seconds.
The Live Assist Overview tab

The Overview tab. The cards at the top count open and closed chats for the period you choose.

At the top, **Open now · 2 online** shows your business hours now and how many teammates are online. ### Choose the period Choose **Today**, **7 days**, or **30 days**. **Today** is the default. To choose your own dates: 1. Click **Custom**. 2. Click the first day, then the last day. The range can have up to 90 days, and it ends today or earlier. The **Custom** option then shows the range, for example **Oct 1 – Oct 14**. To keep the current period, press Escape or click outside the calendar. ### Four cards sum up the period | Card | What it shows | | ---------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Open now** | The chats open now, whatever the period: **Live** (with how many wait and the longest wait) and **Follow-ups** (with how many have no email). | | **Closed** | The chats that closed in the period: **Marked done** and **After no reply**. Other closes, such as blocked or ended by the shopper, show under **Marked done**. | | **Avg. time to join** | How long a chat waited for a teammate, on average. It shows the change against the period before, and the median. | | **Joined by a person** | The share of waiting chats that a teammate joined, and how many moved to **Follow-ups**. | Below the cards: * **Longest waits** lists live chats in the queue and follow-ups that nobody has, the oldest first. Click **Open** to open the chat in the console. * **Chats by topic** counts each chat once, by its first topic. * **Team** shows, for each person, the **Chats** they joined, their **Avg. join** time, and the chats marked **Done**. If a period has more than 5,000 closed chats, the tab shows the newest 5,000, and the totals are low. ## Save replies your team uses often Quick replies are saved replies. Your team inserts one with `/` in the reply box. Open **Concierge → Live Assist → Quick replies**, or click **Quick replies** at the bottom of the console menu. The table shows each reply's **Title**, **Shortcut**, **Message**, how many times it was **Used**, and when and by whom it was **Updated**. {% stepper %} {% step %} ### Start a reply Click **New quick reply**. {% endstep %} {% step %} ### Enter a shortcut Enter a **Shortcut**. Your team types it after `/`. {% endstep %} {% step %} ### Write the reply Enter a **Title** (up to 80 characters) and the **Message** (up to 2,000 characters). The message can use `{{customer.first_name}}`, `{{agent.first_name}}`, and `{{store.name}}`. They fill in from the chat. {% endstep %} {% step %} ### Save Click **Save**. {% endstep %} {% endstepper %} Done. Your team can type `/` and the shortcut in the reply box. Use the row menu to **Edit** or **Delete** a reply. Any other word in double braces, for example `{{order_number}}`, becomes a blank in the reply box. Your team types over it. A reply cannot go to the shopper until every blank is filled. Press Tab to go to the next blank. A note can keep a blank. ### Export and import quick replies **Export** downloads every quick reply as `quick-replies.csv`, with the columns `title`, `shortcut`, and `message`. To import quick replies: 1. Click **Import**. 2. Drop a CSV file in the dialog, or click **Choose a file**. The file needs the columns `title`, `shortcut`, and `message`, and up to 200 rows. 3. Check the preview. Each row shows what the import does (see the table below). 4. Click **Import** with the count, for example **Import 12**. | Result | Meaning | | ----------------------------------------------- | ---------------------------------------------------------- | | **New** | The import adds a reply. | | **Replaces** | A reply with this shortcut exists. The import replaces it. | | **Skipped** | The row has a problem. The reason shows beside it. | Nothing changes until you click **Import**. ## Troubleshooting | Message | What to do | | ----------------------------------------------------------------------------------- | ---------------------------------------------------------------- | | **Someone else changed these settings.** | Click **Reload**, and make your changes again. | | **Check the field marked in red.** | Correct the field, and save again. | | **Could not load the Live Assist overview.** | Click **Try again**. | | **Could not refresh the overview. The figures are from the last read.** | Click **Try again**. | | **Your profile has no email address.** | Add an email address to your profile to get email notifications. | | **No new chats come in.** (in the console) | Live Assist is off or not set up. Turn it on in **Settings**. | | **A teammate took this chat first.** | Another teammate has the chat. Pick another chat. | | **Join the support team to do this.** | Click **Join the support team**. | | **You can read this chat. Join the support team to reply, assign and close chats.** | You are not on the team. Click **Join the support team**. | | **Live updates stopped.** (in the console) | Click **Reload**. | | **This chat was deleted.** | The shopper deleted the chat. You cannot reply to it. | ## What if…? Each answer uses the default settings.
Chats of one topic never reach the console? The topic hands off to **Contact Referral** or **Case Submission**. Check [Handoffs](/concierge/concierge.md#handoffs).
Nobody is Available, or your hours are closed? Shoppers leave a message. It goes to **Follow-ups** with **Left message**. Reply to it, or click **Mark done**.
A chat closed by itself? A live chat closes after the time in **Close a quiet chat after**, when the shopper did not answer your team. A follow-up never closes by itself.
The shopper left before you replied? Reply anyway. Check the line over the reply box. With an email, the reply goes by email if the shopper does not see it.
The shopper got no email? Check that your address in **Emails to shoppers** is **Verified**, and that the shopper gave an email.
The shopper typed the wrong email? Ask the shopper to type the right one in the chat. It replaces the old one, until an email has gone to it.
The shopper's Continue in chat link expired? The shopper clicks **Email me a new link** on the page. You can change the link time in [Set the wait times](#set-the-wait-times).
A teammate has a chat but is out? Reply in the chat to take it over. If the teammate is online, the console asks first.
You reply to a chat while you are Away? The console sets you **Available**. Click **Stay Away** to undo it.
## Words we use A short list of the terms on this page. * **Handoff**: the concierge passes a chat to your team. See [Three checks decide where a request goes](#three-checks-decide-where-a-request-goes). * **Handoff note**: the note in the customer panel. Read it before you reply. See [Work a chat](#work-a-chat). * **Live**, **Follow-ups**, **Closed**: the three lists of the console. See [Each list holds one kind of chat](#each-list-holds-one-kind-of-chat). * **Available** and **Away**: your status in the console. See [Set your status](#set-your-status). * **Note**: a message that only your team sees. See [Mention a teammate](#mention-a-teammate). * **Quick reply**: a saved reply that your team inserts with `/`. See [Save replies your team uses often](#save-replies-your-team-uses-often). * **Continue in chat**: the chat link in an email to the shopper. See [A shopper gets an email in two cases only](#a-shopper-gets-an-email-in-two-cases-only). ## Next step See how shoppers use the concierge as a whole. {% content-ref url="/pages/Hi6qixqJCOQVRf9ehxkq" %} [Insights](/concierge/insights.md) {% endcontent-ref %}