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LiveConnect — Omnichannel Inbox for Web Chat, Social DMs, SMS/WhatsApp & Email | Velaxe

LiveConnect

Build a live wallboard & enable whisper coaching

Add KPIs to the wallboard, observe sessions, whisper to agents, and barge-in when needed.

14 min Beginner Supervisor Updated Sep 1, 2025
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Overview

Add KPIs to the wallboard, observe sessions, whisper to agents, and barge-in when needed.

Prerequisites

None.

Permissions required

supervision:observe supervision:coach

Steps (3)

Estimated: 14 min
  1. 1

    Customize wallboard

    Supervisor 5 min Back to top

    Insights → Wallboard. Add tiles: active sessions, wait time, SLA risk, agent occupancy.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Observe & whisper

    Supervisor 5 min Back to top

    Open a session, click **Observe** then **Whisper** to coach without the customer seeing it.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Barge-in & transfer

    Supervisor 4 min Back to top

    If needed, barge-in or transfer to another queue while preserving context.

    Tips

    —

    Validation

    —

    Success criteria

    • Coach interactions logged for QA; customer experience remains seamless.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.