Answering live chat as a support agent

On the admin side, live chat shows up as incoming conversations that need a response. Answering them well keeps learners from escalating to a ticket — or worse, giving up.

Picking up a conversation

1. Open the support queue and switch to the Live chat view.
2. New conversations appear as they start — claim one to begin replying.
3. Reply in the same window; the learner sees your message appear without needing to refresh.

How it works under the hood

Live chat is long-polling based — there is no third-party chat widget or vendor involved. That keeps the whole conversation inside the platform, visible alongside the learner's other support history.

Notes

If a chat needs more investigation than a quick reply allows, it is fine to convert the conversation's context into a proper ticket so it does not get lost when the chat window closes. See the support ticket queue for handling those.

What next?

• The support ticket queue
• Configuring support contact settings