Live Agent Chat in EmployeeWorks

How are we improving the product?

EmployeeWorks users can start a live agent conversation directly from the Live Agent Chat app under My Apps, without leaving the Assistant experience.

How does it work?

The app opens an inline form where the user can describe their issue. After submission, EmployeeWorks creates a dedicated Live Agent Chat thread and displays handoff status and estimated wait-time updates.

When an agent joins, users see the agent's name, photo, and messages directly in the thread. Attachments are available during the active session, and users can exit the live chat at any time and return to the Assistant.

Technical restrictions

• Available only in EmployeeWorks.
• Live Agent Chat must be configured for the organization.
• Automatic domain prediction and multi-queue routing are not included in the initial release.
• The initial experience starts a new thread and does not send prior Assistant conversation history to the live agent.