LAT Flow for Live Agent

Once the Digital Agent transfers the conversation to Live Agent, the Live Agent will need to perform certain steps to start the conversation with the end user.

To start conversation with an end user, perform the following steps:

1. The Live Agent logs into the Apex with Analyst access in order to participate in the conversations transferred from the Digital Agent to the Live Agent.

2. Live Agents need to click Live Chat iconon the Analyst Dashboard to 'Accept' or 'Ignore' the conversation transfer request from the end user. Refer the following figure:
   Figure: Live Agent icon

3. Once the Live Agent clicks, a new tab will open in the browser - Live Agent Hub (refer the following figure), where the Live Agent can accept or reject the chat transfer request, view history log of conversations, and user details.
   Figure: Live Agent Hub screen

4. New conversation transfer requests are displayed under the New Requests panel. Once the Live Agent clicks on the end user name under the New Requests panel, the Live Agent Hub window will display all the details related to that specific end user. The right side of Live Agent Hub window will show the options to Ignore or Accept the conversation transfer request. (Refer the following figure)
   Figure: Ignore or Accept chat transfer request

5. The middle panel of the Live Agent Hub screen displays the initial conversation that happened between Digital Agent and end user. When the Live Agent accepts the Live Agent Transfer request, the following toast message is displayed stating that the Live Agent is connected with the end user.
   Figure: Chat accepted
   The conversation between the Live Agent and end user is displayed in the middle panel.

6. After the Live Agent accepts the conversation transfer request and starts the chat, the Live Agent Hub will have an End option (refer the following figure). The Live Agent can click End to end the chat.
   Figure: Live Agent Hub - end chat option