Support > Live is the agent console for website chat. It shows conversations in WAITING and LIVE mode and lets agents take over from Cortex with full context.
Modes
- AI: the bot answers; agents can watch.
- WAITING: the visitor asked for a human or the AI gave up; needs an agent.
- LIVE: an agent has taken it (assignedAgentId is set).
- CLOSED: finished; a CSAT prompt may follow.
- If the admin turns AI off for chat, conversations start directly in WAITING.
Handling a chat
- 1Open Support > Live; conversations in WAITING are highlighted.
- 2Click one to claim it; mode changes to LIVE and you become the assigned agent.
- 3Read the AI transcript and identity level before replying.
- 4Reply live, apply macros, and link or create a ticket if follow-up is needed.
- 5Close the conversation; ticket status and CSAT follow as configured.
Tuning escalation
- The unresolvedCount threshold controls how quickly the AI gives up.
- Choose the escalation queue so chats land with the right team.
- Offline hours: escalate to ticket instead of live so nothing waits silently.
Cortex answers are grounded in your Knowledge Base, so gaps in articles show up as unresolved chats. Use them as your article backlog.