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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

Hornbill’s Live Chat provides a great way for customers and end users to get in touch with the Service Desk. From a self service portal, a customer can initiate a chat session with an agent. In response, the agent can chat, send videos, transfer files and even have other co-workers join in the chat if more help is needed. If an immediate solution is not available, simply raise a Service Manager request right from the chat session.

The Live Chat feature is available in the Customer and Employee portals and can be accessed by customers and end users. Agents can manage and respond to chat sessions from the Agent Console, ensuring that customer inquiries are handled promptly and efficiently.

Before you begin

To use the Live Chat feature, ensure that you have the necessary permissions and access rights. If you are a customer or end user, you can access Live Chat through self service. If you are an agent, make sure you have access to the Chat Session Console where you can manage and respond to chat sessions.

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