Live support‍

Live Support is an advanced feature available in some Moxo plans. Live Support allows external users to connect instantly with an internal user for immediate support. To configure, select Live Support from the dropdown menu.

Office hours are designated hours your organization is available to provide live support to clients. Click Edit. Choose the hours you'd like your live support agents to be available. Hours are displayed based on your admin portal time zone and cannot go past 11:45 pm.

If external users reach out outside of office hours, they will receive a message notifying them. Special Hours are used to set exception cases, like holidays, where your schedule will differ from your regular office hours. Special hours will override your office hours for the date selected.

Now, we'll select New Channel. Name your channel. You'll also have the option to add an image. Choose which users you'd like to designate as agents for live support. You can also toggle to include all admin users as agents.

Click Create. All external users will now see this live support channel on their dashboard.

Under the Advanced Settings window, administrators can set and adjust the maximum number of simultaneous conversations live support agents can respond to, as well as the maximum wait time until clients receive a message that live support is busy and are provided with the option to leave a message or try again later. 90 seconds is the time-out minimum.