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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Live Chat overview

Live Chat provides a powerful real-time communications tool allowing you to successfully engage with your end users in a more personal way than the usual communication methods of e-mail or raising a request in Self Service.

Features

These are the main areas of Live Chat that are accessible from the Live Chat application icon in the left-hand application bar. Visibility and access to these different areas are dependent on your level of access.

  • Real-time notifications.
  • Manage chat sessions.
  • Engage in a chat session.
  • Self Service.

Administration

  • Managing Chat Desk
  • Roles

Plug-ins

With Service Manager installed alongside Live Chat, it is possible to raise requests from a chat session, directly linking the request to all of the valuable information captured in the chat session. When a request is raised from a chat session, the transcript from the chat is added to the request. The transcript is displayed within its own section on the request. This allows users who don’t have a Live Chat subscription the ability to still see the transcript. For Live Chat subscribers, an additional option is available to update the transcript on a request if additional entries to the Chat have been added after the request was raised.

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