Setting up the Live Now beta
Jul 23, 2023
With 24sessions it is possible to start a video call with a customer immediately (without scheduling). You can do this via a Live Now meeting type. In the Live Now beta, there are now more options to make this meeting type work for you and your organisation.
Note: this article covers the Live Now beta, if you have the normal version of Live Now on your instance, you can refer to this article. Do you want the Live Now beta in your instance? Please contact your CSM.
This article covers:
Turning on Live Now
For you to use the live now beta, it needs to be turned on by 24sessions. You can easily request this via your CSM. Once the beta is enabled, you can simply open the Add-ons menu and click on Market there. Then look for the add-on LiveNow, and click the Enable button. Live now is now activated on your instance!
Creating a Live Now meeting type
To have live now meetings, create a live now meeting type. You can edit this in the meeting type settings.
Go to Meeting types.
Edit a meeting type or create a new one.
In the meeting type settings, under the Meeting planning option, choose Live now or Schedule and Live Now*.
Save the changes.
* If the Live now option is selected, only live now calls can be requested via the booking form. If you have chosen Schedule and Live Now, the customer will be given the option to schedule the call or request it immediately via the live now functionality. Additionally, picking Schedule and Live Now allows the guest to schedule a call when no users are available.
Live Now settings
To adjust the settings of live now, you can open the Add-ons menu and click on Live Now. Below we walk through all the settings of the live now beta.
General settings
In "Response timeout", you can set after how long the call will be marked as missed. Thus, if there is no response from the user after the number of minutes set, the call will expire and will end up in the "missed" category. The guest is then also shown that there is no one available anymore to take the call.
In "Prevent calendar conflicts", you can set a time range before a scheduled meeting or calendar event where the user will be registered as busy. It is ideal to set this to the expected duration of a Live Now call, as it prevents users from getting assigned to a call when they do not have time for a call.
Routing settings
Through the Routing rule you can choose how the live now calls arrive. If you select the Waiting time option, the calls will first be sent to a user who has not had any calls for the longest time. You can then set how much time this user has to take the call, if the user exceeds this time the call will be sent to the next user. The minimum waiting time interval is 60 seconds.
If you choose the No routing option, then all calls are immediately sent to all users. Then the call is then assigned to the person who first presses the accept button.
In the Queue settings you can also allow a queue. This allows customers to queue up if no users are available to take the live now call. You can also choose to have no queue, in which case the customer cannot place an incoming call if no operators are available.