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Overview

Knowlix Live Chat enables real-time communication between your team and website visitors. Qualify leads instantly, resolve support questions on the spot, and direct complex issues to the right team without delays. Combine human operators with intelligent chatbots to provide around-the-clock visitor assistance. Key features:
  • Real-time chat widget for website visitors
  • Multiple chat channels for different teams or purposes
  • Chatbot scripting for automated engagement
  • Canned responses for fast reply templates
  • Customer satisfaction ratings
  • Multi-language operator support
  • Geographic targeting rules
  • Performance reporting

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Creating Live Chat Channels

Navigate to Live Chat application and click New to create a channel. Enter a channel name. Configure the channel through four tabs:

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Operators Tab

Operators are team members who respond to incoming visitor chats. Add operators by clicking Add and selecting users. Operators receive chat notifications in the bottom-right corner of their screen wherever they are working in the system. Configure each operator’s online chat display name for customer-facing conversations in their profile preferences.

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Options Tab

Chat button settings:
  • Notification text: Greeting bubble text displayed near the chat button
  • Button color: Chat button color matching your brand
Chat window settings:
  • Welcome message: Automated greeting sent when visitor opens chat (appears as operator message)
  • Input placeholder: Instructional text displayed in the visitor’s typing field
  • Header color: Top bar color of the chat window

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Channel Rules Tab

Define conditions determining when and where the chat button appears. Click Add a line to create a new rule. Rule configuration:
  • Live Chat Button display:
    • Show: Display button on page
    • Show with notification: Button plus floating text bubble
    • Open automatically: Button appears and chat window opens after defined delay (seconds)
    • Hide: Button not shown on this page
  • Chatbot: Assign an automated chatbot to handle initial interactions
    • Enable “Only if no operator available” to activate chatbot only when team is offline
  • URL Regex: Specify which pages the rule applies to
    • Enter / for all pages
    • Enter /shop for the store page only
    • Use patterns for groups of pages
  • Country: Restrict channel to visitors from specific countries (requires GeoIP)

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Widget Tab

The Widget tab provides an embed code for adding live chat to external websites not managed in Knowlix. Copy the code and paste it into the <head> tag of third-party website pages. Share a direct chat link with specific customers by copying the session link from this tab.

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Chatbots

Chatbots conduct automated conversations with visitors following pre-defined scripts, qualify leads, collect contact information, and escalate complex issues to human operators.

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Building Chatbot Scripts

Navigate to Live Chat → Configuration → Chatbots and click New. Name the chatbot and add a profile image. Build the conversation in the Script tab. Click Add a Line to create each script step. Step types: Text: Delivers information without expecting a response. Use for greetings, providing links, or sharing documentation. Question: Presents multiple answer options for the visitor to click. Each answer can link to a new page or continue to a different script step. Email: Prompts visitor to enter their email address. Validates email format before accepting. Phone: Collects visitor phone number for follow-up. Accepts various international formats. Forward to Operator: Passes the conversation to an available live operator. Include follow-up steps for when no operators are available (inform visitor of wait time, offer to take a message). Free Input: Allows open-ended visitor responses for detailed questions or feedback collection. Create Lead: Automatically creates a CRM lead from the conversation. Assign to a specific sales team. Create Ticket: Creates a support ticket from the conversation. Assign to a helpdesk team.

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Conditional Logic

Use the Only If field on each step to make script flow conditional. When responses from previous steps are selected in the Only If field, that step only appears when those specific prior responses were given. This creates branching conversations that adapt based on visitor needs. Example flow:
  • Bot: “What can we help with today?”
  • Visitor selects: “Pricing question”
  • Bot (Only If: Pricing question): “Let me connect you with a sales specialist…”

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Testing Scripts

Click Test on the chatbot page to preview the full conversation flow from the visitor perspective. Walk through all answer paths to identify dead-ends where the conversation stops unexpectedly. Dead-end conversations leave visitors stranded. Ensure all paths conclude naturally with a message, a handoff to an operator, or an option to restart.

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Assigning Chatbots to Channels

Attach chatbots to channel rules specifying which pages they activate on. Configure chatbot to replace human operators outside business hours using the “Enabled only if no operator” option. 💡 Your Knowlix: “Show me all active live chat sessions right now” or “How many chats did each operator handle this week?”

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Operator Participation

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Profile Setup

Set your Online Chat Name in user profile preferences. This name displays to visitors during chat sessions. Set a first-name-only display for privacy if preferred. Add Online Chat Languages to indicate conversation languages supported. System uses language preferences when routing incoming chats to appropriate operators.

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Handling Conversations

Chat notifications appear in the bottom-right corner of the screen when visitors initiate conversations. Conversation actions:
  • Transfer chats to other available operators
  • Attach files and screenshots for clarity
  • Access visitor profile and history while chatting
  • Create CRM leads or support tickets directly from conversation
  • Mark conversations as resolved when complete

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Canned Responses

Create pre-written response templates for frequently asked questions and common scenarios. Navigate to Live Chat → Configuration → Canned Responses and click New. Enter a shortcut keyword and the full response text. During conversations, type the shortcut preceded by / to insert the full response automatically. Canned responses maintain response consistency, reduce typing time, and enable faster resolution of routine questions. Example canned responses:
  • /hours → “Our support hours are Monday-Friday 9am-6pm EST.”
  • /refund → “To process a refund, please provide your order number and reason…”
  • /pricing → “I’ll connect you with a sales specialist who can walk you through our pricing options.”

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Customer Ratings

Configure post-conversation satisfaction surveys to measure service quality. After conversations close, visitors receive a rating request with options:
  • Positive (satisfied)
  • Neutral (acceptable)
  • Negative (dissatisfied)
Visitors can add optional written comments explaining their rating. Access ratings in Live Chat → Reporting → Customer Ratings to review team performance and identify improvement opportunities.

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Reporting

Monitor live chat performance through the Reporting section. Available reports:
  • Conversation volume by period
  • Average response time
  • First response time
  • Customer satisfaction scores
  • Operator performance comparison
  • Channel activity breakdown
Use metrics to identify peak chat periods for staffing optimization, track operator performance for coaching, and measure customer satisfaction trends over time.

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Best Practices

Keep response times under 2 minutes to maintain visitor engagement. Set realistic availability indicators to prevent abandoned chats. Create chatbot scripts for off-hours engagement to capture leads when operators are unavailable. Review conversation transcripts regularly to identify common questions for canned response creation or FAQ updates. 💡 Your Knowlix: “Show me customer satisfaction ratings for this month” or “What were the most common topics in live chats last week?”