Live Chat: Conversation Center

  • Updated

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.

While Support Agents can manage multiple chats, portal users are limited to one chat thread at a time.

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:

1. Live Chat menu.
2. Your username.
3. All/Unread button.
4. Search bar.
5. List of chats		6. Opened chat panel.
7. Profile button.
8. Attach files button, typing bar and sending button.
11. Also send via SMS checkbox.

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 Reassign a Chat

1. In the Conversation Center, locate the conversation.
2. Click on the Chat Agent Reassignment button.
3. Click on the Reassign to dropdown menu.
4. Select the new agent.
5. Click Confirm.

  • 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.