> For the complete documentation index, see [llms.txt](https://docs.jedidesk.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.jedidesk.com/english/jedidesk-launch/live-chat-functionality.md).

# Live Chat functionality

The [LiveChat](https://app.jedidesk.com/chat) module looks like this:

<figure><img src="/files/TzEQfbsE01UOA8un9nUF" alt=""><figcaption><p>LiveChat</p></figcaption></figure>

You see dialogs labeled messengers, widgets, and AI in three folders:&#x20;

<mark style="color:purple;">**New**</mark> - new (unaccepted) chats that need processing.&#x20;

<mark style="color:green;">**Active**</mark> - chats accepted by the manager and currently being processed.&#x20;

<mark style="color:blue;">**Archives**</mark> - closed, processed chats, or deactivated due to lack of response from the client.&#x20;

It is possible to configure [the distribution of chats between managers](/english/jedidesk-setup/setting-the-distribution-of-dialogues-between-managers.md) and their changes, which is very useful in case of a large number of requests.

***

Chats are filtered by the following indicators:

<figure><img src="/files/g8DwtRdmfX1QfrDgTmiM" alt=""><figcaption></figcaption></figure>

***

When applying, each client is added to the system, and you have the opportunity to view and partially edit their information:

<figure><img src="/files/CVxHQO3jSKm4uciysApK" alt=""><figcaption><p>Client card</p></figcaption></figure>

* **Photo**
* **Request channel**
* **Name**&#x20;
* **username** - when contacting via Telegram or Instagram bots
* **email** - specified by the manager himself&#x20;
* **The phone number** is specified by the manager himself&#x20;
* [**Custom field**](/english/jedidesk-setup/customer-custom-fields.md) for necessary information (for example, ID on the service, etc.)&#x20;
* **Client language** - identified by the language of the client's application or browser. You can change the language yourself, the language of system messages in the chat depends on it.&#x20;
* **Manager** - the manager who accepted the request is automatically indicated. The supervisor can change the manager.&#x20;
* **Notes**&#x20;
* [**Dialogue subjects**](/english/jedidesk-setup/setting-the-dialogue-subjects.md) - specified by the manager for analytics if necessary&#x20;
* **Tag** - specified by the manager for grouping customers during mailing, etc
* **Blocking the client**

***

Please note that part of the functionality is optional and can be configured in the **Settings ->** [**Company**](https://app.jedidesk.com/settings-company) tab:

<figure><img src="/files/w3MOUJ3QxwUusTAu7N5t" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/d20tYqjfCKekpaNydaqp" alt=""><figcaption></figcaption></figure>

* **Main language** - specify the language in which all clients will receive system messages (dialogue start and end, manager connection, etc.).
* **Displaying the phone number input field in the bot and widget** - The client will be able to specify his number.
* **Displaying the name input field in the widget** - The client will be able to specify his name.
* **Show notifications about joining/changing chat manager** - the client will receive a system message about the manager's connection.
* **Ask the user if the issue has been resolved** - the client will receive the message "*Do you still have questions?*" with "*Yes / No*" buttons. The "*No*" button will automatically transfer the dialogue to the <mark style="color:blue;">**Archives**</mark> folder.
* **Mandatory evaluation of the dialogue upon its completion** - enable if this indicator is necessary for the [analysis of the quality of employees](/english/jedidesk-launch/analytics.md).
* **Displaying the subject of the dialogue** - you can specify several [dialog subjects](/english/jedidesk-setup/setting-the-dialogue-subjects.md) for [analytics](/english/jedidesk-launch/analytics.md). If this is a necessary indicator, enable the **Mandatory indication of the subject of the dialogue** function - chats without topics will not be able to be closed.
* **Applying a trigger starts a dialog** - if you enable this feature, you will receive notification messages about users who clicked on auto-reply UTM trigger links to the bot (this is not a request). Turn off this feature if you only want to receive messages after these clients write to you.
* **Prohibit editing of messages in dialogs** - managers will not be able to edit sent messages.
* **Prohibit deletion of messages in dialogs** - managers will not be able to delete sent messages.
* **Allow a user with the Manager role to change the manager** - by default, the manager change is available only to the account owner and the supervisor.
* **Allow a user with the Manager role to block the customer** - by default, blocking is available only to the account owner and supervisor.
* **Close dialogue via inactivity** - if the client does not respond within 15 minutes, the dialog is automatically closed and goes to the <mark style="color:blue;">**Archives**</mark> folder. The waiting time can be changed or completely disabled.

***

When a user submits a request, it looks like this:

<figure><img src="/files/4HIhEPgPu3lnyWGnrsWt" alt=""><figcaption><p>New request from the client</p></figcaption></figure>

The manager clicks on the <mark style="background-color:blue;">**Answer dialog**</mark> button, then either enters the message himself or chooses a [quick answer](/english/jedidesk-setup/how-to-create-quick-answers.md):&#x20;

<figure><img src="/files/duNLFXKeutSnYttpX0z3" alt=""><figcaption><p>Quick answers</p></figcaption></figure>

***

By clicking on **⋮** you can edit or delete messages:

<figure><img src="/files/jHx8kkxXN8BxalzN9KVG" alt=""><figcaption></figcaption></figure>

***

There is also an option to generate answers via [MagicButton](/english/jedidesk-ai-setup/how-to-configure-magic-button-for-jedidesk-ai.md) instead of manual input, or to [configure artificial intelligence JediDesk AI](/english/jedidesk-ai-setup/how-to-configure-jedidesk-ai.md), which will independently process customer requests instead of managers.

***

When the conversation with the client is finished, click <mark style="background-color:green;">**Close the dialog**</mark> button in the upper right corner.&#x20;

If the manager does not close the dialog, the [analytics will not display correct data about closed chats](/english/jedidesk-launch/analytics.md), and your clients will not receive a system message about the [company's non-working hours](/english/jedidesk-setup/setting-the-companys-business-hours.md).


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