> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/faq-and-truobleshooting/common-questions.md). # Common Questions This page provides quick answers to frequently asked questions about LiveChat behavior, access, conversations, templates, reports, and chatbot-related features. For detailed troubleshooting steps, refer to the related pages in the **FAQs & Troubleshooting** section. ### General Questions #### What is LiveChat? LiveChat is a customer communication platform that helps teams manage customer conversations from one place. It allows agents and supervisors to receive, organize, assign, reply to, and monitor customer conversations through channels such as WhatsApp and the website chat widget. #### Who can use LiveChat? LiveChat can be used by agents, supervisors, and admins depending on the account setup and permissions. * **Agents** usually handle customer conversations. * **Supervisors** monitor conversations and support agents. * **Admins** manage users, permissions, departments, templates, and settings from the Portal. #### Why does my LiveChat interface look different from another user’s interface? The LiveChat interface may differ depending on the user’s role, permissions, assigned department, and enabled services. For example, a normal agent may only see the pages needed for daily chat handling, while a supervisor may see department conversations, archives, or the Dashboard if permission is granted. ### Login and Access #### What username should I use to log in? The LiveChat login username usually follows this format: ``` LiveChatUsername@MainUsername ``` For example: ``` support1@companyusername ``` When the admin creates the user from the Portal, they only enter the first part before the **@**. #### Can the username be changed later? No. The **Username** cannot be changed after the user is created. Only the **Name** field can be edited later. For this reason, the username should be selected carefully when creating the user. #### How do users receive OTP verification? When logging in, users can choose to receive the OTP code through: * Registered phone number * Registered email The mobile number and email should be entered correctly when creating the user account. #### Why am I being logged out frequently? Repeated logout may happen if the **Logout When IP Changes** option is enabled and the user’s network IP changes during the session. The user can go to the **Settings** area, disable **Logout When IP Changes**, and monitor whether the issue is resolved. If the issue continues, contact the support team. ### Conversations #### Where do new conversations appear? New conversations may appear in different views depending on the assignment setup. They may appear in: * **Queue** * **My Chats** * **Chatbot** * A department view, for supervisors The behavior depends on whether assignment is set to Auto, Manual, or Directed. #### What is My Chats? **My Chats** shows conversations assigned to the logged-in agent. Agents use this view to manage their active conversations and follow up with customers. #### What is Queue? **Queue** shows conversations that are waiting and not assigned to an agent yet. Agents can open a queued chat and reply to it. Once the agent replies, the chat will be assigned to them and moved to **My Chats**. #### What is the Department view? The **Department** view shows ongoing conversations related to the user’s assigned department. This view is mainly available for supervisors or users with supervisor capabilities. #### Can an agent take over a chatbot conversation? Yes. An agent can open an ongoing chatbot conversation and reply to the customer. Once the agent replies, the chat will be assigned to that agent and moved to **My Chats**. #### Why is a customer message not routed to the chatbot again? If a chat is still open and assigned to an agent, the chatbot may not respond to the customer again because the conversation is still treated as an active agent conversation. This is why closing or archiving completed chats is important, especially for chatbot-enabled accounts. ### Assignment and Transfer #### What is Auto Assignment? Auto Assignment allows the system to automatically assign new chats to online agents who have fewer than **5 open chats** in **My Chats**. This helps distribute chats fairly between available agents. #### Can an agent handle more than 5 chats? Yes. If an agent already has 5 open chats but feels they can handle more, they can go to the **Queue**, open a waiting chat, and reply to it. Once they reply, the chat will be assigned to them and moved to **My Chats**. Also, if another agent or supervisor transfers a chat to them, the chat will still reach them even if they already have 5 or more open chats. #### What is Manual Assignment? Manual Assignment means the system does not automatically assign chats to agents. Chats remain in the **Queue** until an agent opens the chat and replies. #### What is Directed Assignment? Directed Assignment means conversations are routed directly to a specific agent. This is commonly used when: * A chatbot routes conversations to a specific user. * A campaign is sent and one agent is responsible for handling replies from that campaign. #### Are transfer actions tracked? Yes. Assignment and transfer actions are reflected inside the chat as internal system messages. These logs help users understand who assigned, transferred, or started the chat for internal reference and accountability. ### Replying to Customers #### When can I send a normal WhatsApp message? You can send a normal WhatsApp message when the customer session is open. A WhatsApp session stays open for **24 hours** from the last message received from the customer. #### What happens if the WhatsApp session is closed? If more than 24 hours have passed since the customer’s last reply, the session is closed. In this case, the agent needs to send an approved template message and wait for the customer to reply before continuing with normal messages. #### Why was my normal message not delivered after sending a template? If the customer has not replied after receiving the template message, the WhatsApp session is still closed. Normal messages will not be delivered until the customer replies and the session opens again. #### Can I send internal notes? Yes. Agents can activate the **Note** toggle and write an internal note inside the conversation. Internal notes are visible only to LiveChat users and are not sent to the customer. ### Template Messages #### What are template messages? Template messages are pre-approved WhatsApp messages used when there is no active customer session. They are required when the agent needs to contact the customer after the 24-hour session has ended. #### Which template type is most commonly used for LiveChat? For LiveChat use cases, **Utility templates** are usually the most common. They are often used to reconnect with customers after the WhatsApp session has closed. #### How long does template approval take? Template approval may take up to **24 hours**. In many cases, especially after the WABA account is activated, the status may update within seconds or minutes. #### How can I check template status? From the Portal, go to the **Templates** page and click **Check the template status now**. Once approved, the template should appear automatically in LiveChat when sending a new chat or template message. #### Can a template button reopen the session? Yes. If a customer clicks a quick reply button such as **Talk to Agent**, it is considered a customer reply. This reopens the WhatsApp session and allows the agent to continue using normal messages or fast responses. ### Fast Responses #### What are fast responses? Fast responses are saved replies that agents can use during customer conversations. They help agents reply faster and keep communication consistent. #### Can all agents create fast responses? Not always. Fast response access depends on the permission assigned by the admin. A user may be allowed to: * Use existing fast responses only * Add private fast responses * Add and share fast responses #### Can fast responses include attachments? Yes, if supported and configured. Fast responses may include supported attachments such as images or documents. ### Closing and Archives #### What happens when a chat is closed? When a chat is closed, it is moved from the active **Chats** page to the **Archives** page. Users with archive access can search and review the conversation later. #### What closing reasons are available? When closing a chat manually, the user may select: * **Solved** * **Lost Connection** If the chat is closed automatically due to inactivity, it is labeled as: * **Timed Out** #### What happens if the customer contacts us again after the chat is archived? If the customer contacts the number again after the chat is archived, the conversation will be routed again based on the account setup. It may be routed to: * Chatbot * Queue * A specific agent’s inbox * A department #### Can I reconnect with a customer from Archives? Yes. Depending on the WhatsApp session status, the user may be able to send a normal message or an approved template message from Archives. If an agent sends a message from Archives, the chat will reopen in the agent’s **My Chats** view and will be assigned to that agent. ### Reports and Dashboard #### Who can access the Dashboard? Dashboard access is controlled by the admin from the Portal. The admin can decide whether supervisors or specific users can view the Dashboard. #### What does the Dashboard show? Depending on setup and permissions, the Dashboard may show: * Total number of conversations * Conversation statistics * LiveChat report export option * Evaluating Conversations table, if evaluation is activated #### Is the evaluation message available for all users? No. The evaluation message is available for **chatbot users only**. #### Where do evaluation results appear? Evaluation results appear in the **Evaluating Conversations** table inside the Dashboard. They may include customer rating, feedback, service name, assigned agent, closure status, and date. #### Can reports be sent automatically by email? Yes. LiveChat reports can be automated to be sent by email on a daily, weekly, or monthly basis. To request automated report delivery, contact your account manager or the support team. ### Export Data #### What is Export Data? **Export Data** is available for chatbot users. It allows users to export customer data collected through chatbot conversations and saved variables. #### What are fixed columns in Export Data? Fixed columns may include: * Date * Name * Mobile * Agent * Chat Status * Chat Assignment Additional columns depend on saved variables in the chatbot flow. #### Can exported columns be customized? Yes. The custom columns depend on the variables saved in the chatbot flow. If the team wants specific customer inputs to appear in the exported file, this should be mentioned when preparing the chatbot requirements. #### Can media uploads appear in Export Data? Yes, uploaded media can be saved as accessible links if configured. This is an additional charged service, and pricing may differ based on how long the link remains available. ### Webhook #### Where can I check webhook settings? Webhook settings are available from the Portal under: ``` Developers → Developer Tools ``` #### What should the webhook be set to for LiveChat-only accounts? If the account is using LiveChat only and does not have an active chatbot, the webhook should be set to: ``` LiveChat Only ``` #### What should the webhook be set to for chatbot accounts? If the account has both Chatbot and LiveChat activated, the webhook should be set to: ``` Chatbot + LiveChat ``` #### Why should I check webhook settings? If incoming chats are not appearing in LiveChat and the chat list is empty, webhook configuration is one of the first things to check. If there is no active chatbot, make sure the webhook is set to **LiveChat Only**. ### When to Contact Support Contact the support team if: * You cannot log in. * OTP is not received. * Chats are not appearing in LiveChat. * Template messages are approved but not showing. * Messages are not being delivered. * Dashboard or reports are missing expected data. * Export files are empty or missing columns. * Webhook settings do not match the active services. * You are unsure which configuration should be used.