PWA Application
The Live Agent console is a Progressive Web App (PWA) for handling live conversations between visitors and agents. It is highly optimized for mobile and works well on desktop.
The layout has four main parts: Profile, Inbox, the chat panel (the selected conversation), and End user details.
Access and sign-in
In the WordPress admin, open Live Agent and choose the Console tab to open the PWA. Agents use the same WordPress user credentials as the rest of the site; an existing WordPress session in the browser normally means no second login. The console is part of your WordPress site, not a separate account system.
Handoff notifications and picking up
When the AI hands off to a human, agents often receive a notification (for example, by email) with a link into the console. They can read the thread immediately but cannot send messages until they claim the conversation with the blue Pick up conversation control in the footer. After that, the full chat tools are available.
Profile
Each agent adjusts their own settings under Profile:
- Status — Online, Away, or Offline
- Appearance — Light or Dark theme
- Notifications — how the app alerts the agent
- Working hours — availability windows
- Canned responses — quick-reply templates
Inbox
The inbox lists conversations—usually where a visitor requested or received a human handoff. Filter buttons along the top:
- All
- Mine — assigned to the signed-in agent
- Open — not picked up yet
- Ended — closed or finished
Chat panel
The active thread opens here for messaging between visitor and agent. Tools include macros, AI copilot, transfer to another agent, and notes on the conversation.
End user details
Shows the visitor’s context for the selected conversation, alongside the chat.