Neodeluxe Live Chat 

The Neodeluxe Client Portal’s Live Chat system is a communication tool that helps law firms and their clients/users connect in real time. It supports two-way messaging through in-app web chat and integrated SMS, along with attachment sharing to streamline interactions. The tool is organized into three main areas:

• Create Support Team
  Where administrators assign and manage support agent access.
  
  
• Conversation Center
  Where support agents manage conversations, send messages, and support client interactions.
  
  
• Final Users' Live Chat
  Where a firm’s Client Portal users initiate chats, share documents, and interact with support agents directly from the portal.

By offering live chat directly inside the Client Portal, firms can engage their clients without requiring them to switch to a separate system. Clients can log in, review case information, and ask questions in context, creating a more seamless support experience. 

Live Chat Setup

The Live Chat Setup allows administrators to manage who has access to the Conversation Center by assigning or removing the Support Agent role. This section covers how to access the setup dashboard and manage permissions.

How to Access the Live Chat Setup

Follow these steps to access the Live Chat Setup:

1. Log in to Neodeluxe.
2. Click on the Admin menu.
3. Click on Live Chat Setup.
4. Click Setup to open the configuration dashboard.

Live Chat Setup Dashboard

The dashboard provides tools to assign roles, adjust team permissions, and control who can access the Conversation Center.

Within the dashboard, admins will find the following key elements:

1. Allowed Users Table -  Displays users currently assigned as Support Agents.
2. Edit Users button - Opens the editor to manage access.
3. Save and Cancel buttons

Manage Admin Access to Live Chat

Only users with an Admin role are eligible to receive access to the Conversation Center. 

• How to Grant Access

1. Open Live Chat Setup (Admin Menu > Live Chat Setup > Setup).
2. Click Edit Users.
3. In the Users Without Access table, select the admin(s) by checking the box next to their name.
4. Click the blue right-arrow button to move them to the Allowed Users table.
5. Click Save.
Admins will now see the updated list of users with Live Chat access in View Mode.

• How to Remove Access

1. Open Live Chat Setup (Admin Menu > Live Chat Setup > Setup).
2. Click Edit Users.
3. In the Allowed Users table, select the admin(s) by checking the box next to their name.
4. Click the blue left-arrow button to move them back to the Users Without Access table.
5. Click Save.
Changes will update immediately in View Mode.

Conversation Center

The Conversation Center is where support agents manage live conversations with users. It supports real-time, two-way messaging via web chat and SMS, along with document sharing and user profile access.

Support Agents can:

• Chat with users in real time.
• Send SMS messages during a session.
• Receive SMS replies directly in the in-app chat interface. 
• Share documents, images, and videos.
• Search conversations.
• Easily identify unread chats.
• Handle multiple chats at once to support clients more efficiently. 

Only admins assigned as Support Agents will see the Conversation Center menu in their Neodeluxe dashboard.

How to Access the Conversation Center

1. Log in to Neodeluxe.
2. Click on the Live Chat option in the main menu.

Conversation Center Dashboard

The dashboard includes:

Manage Conversations in the Conversation Center

The Conversation Center helps support agents stay organized, quickly find conversations, view unread messages, and access user details from a single interface.

• How to View Unread Chats

1. Click the Unread button
Only chats with pending (unread) messages will be listed.

• How to View All Chats

1. Click the All button.
All chats (read and unread) will be displayed.

• How to Search for a Chat

1. In the Search Bar at the top, enter the user's name or partial name.
Matching conversations will appear below.

• How to View a User’s Profile

1. In the Conversation Center, locate the conversation.
2. Click the user’s profile picture.
A panel will appear displaying the user's:

• Name
• Position
• Phone number
• Email address

During an active chat, agents can send SMS messages to the user. If the user replies via SMS, their response will appear inside the Live Chat Center, keeping all communications centralized.

Final Users' Live Chat 

Users can access the Live Chat button at any time in their portal via the purple chat button located at the bottom-right corner of the screen.

Through the chat, users can:

• View your current or past conversations.
• Start a new conversation.
• Send and receive messages.
• Share documents, images, and videos.
• Edit sent messages.
• Pin important messages.
• React to messages with emojis.

Depending on portal settings, users can also communicate via SMS or receive Communications announcements or automated notifications.