Live agent support for legal services
Employees can contact a live agent from the Legal department (a paralegal staff or lawyer) via the Virtual Agent chat window to seek legal help.
Note: To use the Live agent support, you must install the Agent Chat (com.glide.interaction.awa) plugin.
Requester experience
Employees can connect to a live agent at any time during their ongoing virtual chats in the Legal Service Portal by clicking the support options icon (
Support options icon.\) in the Virtual Agent chat window and selecting **Contact Live Agent**.
Note: The Contact Live Agent option is not available in Virtual Agent chat window on the Employee Service Center to connect with live agents in the Legal department.
Contact Live Agent option in the Agent Chat window.
If no agent accepts the chat request, the conversation automatically times out for the requesters.
Fulfiller experience
In the Legal Counsel Center, users in the Legal department with the legal_fulfiller role can make themselves available when they are ready to take any incoming chat requests.
Interaction records
When a live agent accepts an employee's chat request, an Interaction record is automatically created.
Other actions for live agents
While on a chat, live agents can do the following actions:
- Transfer the chat to another agent.
- Transfer the chat to another queue.
- Send attachments to the chat.
Configure live agent support settings for legal services
Configure settings to enable live agent support for legal services.
Parent Topic:Legal Virtual Agent Conversations
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