Live agent support for legal services

  • Release version: Yokohama
  • Updated July 31, 2025
  • 1 minute to read

    • Employees can contact a live agent from the Legal department (a paralegal staff or lawyer) via the Virtual Agent chat window to seek legal help.

    Note:
    To use the Live agent support, you must install the Agent Chat (com.glide.interaction.awa) plugin.

    Requester experience

    Employees can connect to a live agent at any time during their ongoing virtual chats in the Legal Service Portal by clicking the support options icon (Support options icon.) in the Virtual Agent chat window and selecting Contact Live Agent.
    Note:
    The Contact Live Agent option is not available in Virtual Agent chat window on the Employee Service Center to connect with live agents in the Legal department.
    Figure 1. Agent Chat window in the Legal Service Portal
    Contact Live Agent option in the Agent Chat window.

    If no agent accepts the chat request, the conversation automatically times out for the requesters.

    Fulfiller experience

    In the Legal Counsel Center, users in the Legal department with the legal_fulfiller role can make themselves available when they are ready to take any incoming chat requests.

    Interaction records
    When a live agent accepts an employee's chat request, an Interaction record is automatically created.
    Other actions for live agents

    While on a chat, live agents can do the following actions:

    • Transfer the chat to another agent.
    • Transfer the chat to another queue.
    • Send attachments to the chat.