How to Use the Live Chat
Panel in Wavixo App

How to Use the Live Chat Panel in Wavixo App

A complete guide to managing WhatsApp conversations through Wavixo’s Live Chat system.
The Live Chat Page inside Wavixo is your central hub for receiving, organizing, and handling all customer WhatsApp conversations. Chats in Wavixo are grouped into three categories:

Active Chats

Requesting Chats

Intervened Chats

This guide explains how each type works and how your team can manage conversations efficiently.

Types of Chats in Wavixo Live Chat Panel

1. What Are Active Chats?

Active Chats include all conversations currently managed by your WhatsApp Chatbot.
This section contains:

Users interacting with the bot

New users who initiate a chat

Users responding to a chatbot message

These chats do not require human intervention, as the bot is capable of handling them automatically.

2. What Are Requesting Chats?

Chats move here when:

The chatbot cannot resolve a user’s query

The user taps a button to speak to a live agent

The user manually requests human support

These chats appear prominently at the top bar so agents can respond quickly.
The chatbot remains active in this state—until an agent intervenes.

3. What Are Intervened Chats?

When an agent chooses to take over a chat from the Requesting section:

The chat moves to Intervened

The chatbot stops responding

A full human-to-user live chat begins

Once the agent finishes the conversation, clicking Resolve returns the chat to the Active section, handing control back to the chatbot.
Intervened chats also appear on the top navigation bar.

How to Intervene in a Chat

When a chat appears in the Requesting section:

Select the chat

Click Intervene at the bottom of the chat window

Once the agent resolves the user’s problem:
Click Resolve (located at the top)

This restores chatbot automation for that conversation.

⭐ How to Interact with Users via Live Chat

1. A User Sends You a WhatsApp Message

A new message goes to Active Chats, where the chatbot replies automatically.
If the user isn’t satisfied with the response, they can request live support, which moves the chat to Requesting.

2. User Requests Human Intervention

When the user chooses to speak with a human agent:
The chat switches from Active → Requesting

If an agent is available, they can intervene by pressing the Intervene button.

3. Live Chat Agent Intervenes

Once intervened:

The agent and user can chat in real time

The chatbot becomes inactive temporarily

This is shown clearly on page 6.

4. Agent Clicks “Resolve” After Solving the Query

Only the agent who intervened can view and respond to that chat.
After resolving the query:

Click Resolve → Chat returns to Active

After 24 hours of inactivity, the chat automatically moves to History

5. Add or Edit User Attributes

Attributes allow your team to update key user details collected during chat.
Example shown on page 8:
If the agent discovers the user’s email has changed, they can update it by clicking Edit under the Attributes section.
Attributes can include:

Email

City

Organisation

Industry

Lead Source

Custom attributes collected through the bot

6. Add or Edit Tags

There are two types of tags:
Automated Tags

First Message Tags

API Tags

Broadcast Tags

Manual Tags
Added by agents or team members.

To assign a tag:
Configure tags under Manage → Tags

In Chat Profile, open the Tags dropdown

Select a tag

Click Add

The image on page 9 shows an example of a manual tag “Warm Lead.”
Agents can also create new tags directly from the chat window.

7. Monitor a User’s Customer Journey

Customer Journey tracks every significant action/events, such as:

Which agent intervened

When tags were added

Campaigns sent

Interactions & updates

Date & time of each event

This information helps agents personalize future communication and improve conversions.

Frequently Asked Questions (FAQs)

Q. What is the Chat Profile?
The Chat Profile consolidates all user interaction data, including:

Basic Parameters

Campaign history

Attributes

Tags

Customer Journey timeline

It helps agents understand user intent and personalize future messages.

Q. What are Tags & How Do You Assign Them?

Tags help categorize users based on intent or interaction type.
Assigning tags:
Pre-configure relevant tags

Select a tag from the dropdown

Click Add

Agents can also create new tags on the fly via the Tag window.

Q. What is the Attributes Section?
Attributes define user traits such as:

Email

Country

Course preference

Gender

Industry

Experience

Attributes are collected automatically using chatbot flows.
The bot can also use these attributes to recommend personalized products or courses (page 14).

Q. How to Create New Tags?
You can create new tags either:
From Manage → Tags Section

Or directly from the Chat Profile → Tag window

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