> For the complete documentation index, see [llms.txt](https://docs.infraon.io/infraon-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infraon.io/infraon-help/infinity-user-guide/workspace/live-chat.md).

# Live Chat

Live Chat enables requesters and technicians to **communicate in real time** within the Workspace module. It allows users to interact with **AI-powered assistance,** receive guided troubleshooting support, and seamlessly connect with live technicians when human assistance is required.

The Live Chat module supports AI-assisted conversations, technician handover, real-time messaging, session tracking, and chat history management to improve collaboration and issue resolution.

**Key Features:**

* AI-powered conversational assistance
* Real-time chat communication
* Human handover from AI to technician
* Technician allocation based on configured algorithms
* Chat history and session tracking
* AI-generated conversation summaries
* Session timeout and inactivity handling
* Chat-to-ticket mapping
* Attachment sharing support
* Technician notifications and chat assignment

![](/files/3918806029a508ae79d4e0cba76712647c147491)

## **How does it work?**

* A requester initiates a conversation from the Workspace module in the [Self-Service Portal.](https://docs.infraon.io/infinity-self-service-portal)
* The AI assistant responds to the requester, providing troubleshooting guidance or ticket-related assistance.
* If additional support is required, the requester can request a live technician handover.
* The AI confirms the handover request and transfers the chat to an available technician.
* The system assigns a technician based on the configured allocation algorithm.
* The technician receives the complete conversation context, including AI-generated summaries and user intent details.
* Both requester and technician can continue the conversation in real time until the issue is resolved.
* Chat sessions, actions, and conversation history are automatically stored for future reference and audit purposes.

![](/files/b9396d4ed42adf35115ca15e9767d2ac18441c06)

## **Navigating Live Chat**

To access Live Chat:

* Navigate to **Workspace.**
* Select the **Chat** icon from the left panel.
* Choose an existing conversation or start a new chat session.

![](/files/b393accc33850e6e32a34658304dc9907574a208)

### **Live Chat Interface**

The Live Chat interface contains the following sections:

<table><thead><tr><th width="254.00006103515625">Section</th><th>Description</th></tr></thead><tbody><tr><td><strong>Chat List Panel</strong></td><td>Displays active and previous chat sessions.</td></tr><tr><td><strong>Search Bar</strong></td><td>Allows users to search chat conversations.</td></tr><tr><td><strong>Conversation Window</strong></td><td>Displays the ongoing conversation between the requester, the AI, and the technician.</td></tr><tr><td><strong>Message Composer</strong></td><td>Allows users to send messages during the chat session.</td></tr><tr><td><strong>AI Assistance Area</strong></td><td>Displays AI-generated responses, recommendations, and troubleshooting guidance.</td></tr><tr><td><strong>Chat Summary Section</strong></td><td>Displays summarized conversation details during technician handover.</td></tr></tbody></table>

### **AI-Assisted Chat**

The system initially handles requester conversations using AI-powered assistance.

The AI can:

* Provide troubleshooting guidance
* Respond to common support queries
* Assist with ticket-related operations
* Suggest possible resolutions
* Guide users through issue handling workflows

{% hint style="info" %}
If the AI cannot fully resolve the issue, the requester can request live technician support.
{% endhint %}

![](/files/46f49dfb1d7a0ec22d121fc49a6e2153c592eb1a)

### **Human Handover**

Live Chat supports handover from AI assistance to a live technician.

When a requester asks for human assistance:

* The AI confirms the handover request.
* The system assigns an available technician.
* The requester receives confirmation that a technician has been connected.
* The technician receives the complete conversation context.

The system also displays an AI-generated summary containing:

* User intent
* Conversation summary
* Service information
* Previous troubleshooting actions

![](/files/ccf690d0856dc92f544677246faf603de6dc7f47)

### **Technician Allocation**

Technicians are automatically assigned to chat sessions based on the configured allocation algorithm.

Supported allocation methods include:

<table><thead><tr><th width="222.79998779296875">Allocation</th><th>Description</th></tr></thead><tbody><tr><td><strong>Round Robin</strong></td><td>Assigns chats sequentially among available technicians.</td></tr><tr><td><strong>Load Based</strong></td><td>Assigns chats based on technician workload and availability.</td></tr></tbody></table>

The allocation method is configured from [Workspace Settings.](/infraon-help/infinity-user-guide/workspace.md#workspace-settings)


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