# 2. Live Chat Support

User Type: **Super Administrator**
Source: *Mi Digital Academy - Education CRM Features Document*

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## 2. Live Chat Support

### 2.1 Real-time Chat for Urgent Issues
**What it does:** Provides the real-time chat for the urgent issues: the chat (the chat, the user, the agent, the message, the date) is provided for the urgent issues, so the urgent issues are handled in real-time (the chat is the conversation). The Super Administrator provides the real-time chat for the urgent issues (the chat, the user, the agent, the message, the date) so the chat is structured and the conversation is explicit.

**Sub-features:**
- Chat: the chat (the chat, the user, the agent, the message, the date)
- User: the user (the user, the name, the chat)
- Agent: the agent (the agent, the name, the chat)
- Message: the message (the message, the text, the date)
- Chat status: the status (the active, the closed)
- Chat duration: the duration (the duration of the chat, the time)
- Chat view: the view (the chats, the users, the agents, the messages, the dates)
- Audit logging of the real-time chat

**Super Administrator User Journey:**
1. Super Admin provides the real-time chat for the urgent issue: the chat (the chat, the user, the agent, the message, the date), the user (the user, the name, the chat), and the agent (the agent, the name, the chat); the chat is explicit.
2. Selects the user: the user (the user, the name, the chat); the user is the participant.
3. Selects the agent: the agent (the agent, the name, the chat); the agent is the handler.
4. Views the message: the message (the message, the text, the date); the message is the content.
5. Views the chat status: the status (the active, the closed); the status is the state.
6. Views the chat duration: the duration (the duration of the chat, the time); the duration is the measure.
7. The chat is active: the chats, the users, the agents, the messages, the dates, so the conversation is complete.
8. The real-time chat is audit-logged with the chat, the user, and the timestamp.

**Rules & Edge Cases:**
- The chat is the conversation (the chat, the user, the agent, the message, the date); the chat is the exchange.
- The user is the participant (the user, the name, the chat); the user is the side.
- The agent is the handler (the agent, the name, the chat); the agent is the support.
- The chat status is the state (the active, the closed); the status is the control.
- The chat is active (the chats, the users, the agents, the messages, the dates); the conversation is managed.
- Real-time chat is audit-logged with the chat, user, and timestamp.

### 2.2 Chatbot for Common Queries
**What it does:** Provides the chatbot for the common queries: the chatbot (the chatbot, the query, the response, the date) is provided for the common queries, so the common queries are handled automatically (the chatbot is the automation). The Super Administrator provides the chatbot for the common queries (the chatbot, the query, the response, the date) so the chatbot is structured and the automation is explicit.

**Sub-features:**
- Chatbot: the chatbot (the chatbot, the query, the response, the date)
- Query: the query (the query, the text, the date)
- Response: the response (the response, the text, the date)
- Query count: the count (the count of the queries)
- Response accuracy: the accuracy (the accuracy of the responses, the percentage)
- Chatbot status: the status (the active, the inactive)
- Chatbot view: the view (the chatbots, the queries, the responses, the counts)
- Audit logging of the chatbot configuration

**Super Administrator User Journey:**
1. Super Admin provides the chatbot for the common query: the chatbot (the chatbot, the query, the response, the date), the query (the query, the text, the date), and the response (the response, the text, the date); the chatbot is explicit.
2. Views the query: the query (the query, the text, the date); the query is the question.
3. Views the response: the response (the response, the text, the date); the response is the answer.
4. Views the query count: the count (the count of the queries); the count is the measure.
5. Views the response accuracy: the accuracy (the accuracy of the responses, the percentage); the accuracy is the measure.
6. Views the chatbot status: the status (the active, the inactive); the status is the state.
7. The chatbot is active: the chatbots, the queries, the responses, the counts, so the automation is complete.
8. The chatbot configuration is audit-logged with the chatbot, the query, and the timestamp.

**Rules & Edge Cases:**
- The chatbot is the automation (the chatbot, the query, the response, the date); the chatbot is the bot.
- The query is the question (the query, the text, the date); the query is the input.
- The response is the answer (the response, the text, the date); the response is the output.
- The response accuracy is the measure (the accuracy of the responses, the percentage); the accuracy is the quality.
- The chatbot is active (the chatbots, the queries, the responses, the counts); the automation is managed.
- Chatbot configuration is audit-logged with the chatbot, query, and timestamp.

### 2.3 Human Handoff when Needed
**What it does:** Hands off to a human when needed: the handoff (the handoff, the chat, the agent, the date) is done when needed, so the chat is handed off to a human (the handoff is the transfer). The Super Administrator hands off to a human when needed (the handoff, the chat, the agent, the date) so the handoff is structured and the transfer is explicit.

**Sub-features:**
- Handoff: the handoff (the handoff, the chat, the agent, the date)
- Chat: the chat (the chat, the user, the agent, the date)
- Agent: the agent (the agent, the name, the handoff)
- Handoff trigger: the trigger (the trigger of the handoff, e.g., the user request, the complexity)
- Handoff status: the status (the handed-off, the resolved)
- Handoff count: the count (the count of the handoffs)
- Handoff view: the view (the handoffs, the chats, the agents, the dates)
- Audit logging of the human handoff

**Super Administrator User Journey:**
1. Super Admin hands off to a human: the handoff (the handoff, the chat, the agent, the date), the chat (the chat, the user, the agent, the date), and the agent (the agent, the name, the handoff); the handoff is explicit.
2. Selects the chat: the chat (the chat, the user, the agent, the date); the chat is the conversation.
3. Selects the agent: the agent (the agent, the name, the handoff); the agent is the handler.
4. Sets the handoff trigger: the trigger (the trigger of the handoff, e.g., the user request, the complexity); the trigger is the condition.
5. Views the handoff status: the status (the handed-off, the resolved); the status is the state.
6. Views the handoff count: the count (the count of the handoffs); the count is the measure.
7. The chat is handed off: the handoffs, the chats, the agents, the dates, so the transfer is complete.
8. The human handoff is audit-logged with the handoff, the agent, and the timestamp.

**Rules & Edge Cases:**
- The handoff is the transfer (the handoff, the chat, the agent, the date); the handoff is the pass.
- The chat is the conversation (the chat, the user, the agent, the date); the chat is the exchange.
- The agent is the handler (the agent, the name, the handoff); the agent is the support.
- The handoff trigger is the condition (the trigger of the handoff, e.g., the user request, the complexity); the trigger is the rule.
- The chat is handed off (the handoffs, the chats, the agents, the dates); the transfer is managed.
- Human handoff is audit-logged with the handoff, agent, and timestamp.

### 2.4 Chat History and Transcripts
**What it does:** Stores the chat history and transcripts: the history of the chats (the history, the chat, the transcript, the date) is stored, so the chats are available for review (the history is the record). The Super Administrator stores the chat history and transcripts (the history, the chat, the transcript, the date) so the history is structured and the record is explicit.

**Sub-features:**
- History: the history (the history, the chat, the transcript, the date)
- Chat: the chat (the chat, the user, the agent, the date)
- Transcript: the transcript (the transcript, the text, the date)
- Chat count: the count (the count of the chats)
- Chat period: the period (the period of the chats, e.g., the daily, the weekly, the monthly)
- Chat export: the export (the chats, the format, the period)
- Chat view: the view (the histories, the chats, the transcripts, the dates)
- Audit logging of the chat history storage

**Super Administrator User Journey:**
1. Super Admin stores the chat history and transcript: the history (the history, the chat, the transcript, the date), the chat (the chat, the user, the agent, the date), and the transcript (the transcript, the text, the date); the history is explicit.
2. Selects the chat: the chat (the chat, the user, the agent, the date); the chat is the conversation.
3. Views the transcript: the transcript (the transcript, the text, the date); the transcript is the record.
4. Views the chat count: the count (the count of the chats); the count is the measure.
5. Sets the chat period: the period (the period of the chats, e.g., the daily, the weekly, the monthly); the period is the scope.
6. Exports the chats: the export (the chats, the format, the period); the export is the record.
7. The history is stored: the histories, the chats, the transcripts, the dates, so the record is complete.
8. The chat history storage is audit-logged with the history, the chat, and the timestamp.

**Rules & Edge Cases:**
- The history is the record (the history, the chat, the transcript, the date); the history is the memory.
- The chat is the conversation (the chat, the user, the agent, the date); the chat is the exchange.
- The transcript is the record (the transcript, the text, the date); the transcript is the text.
- The chat count is the measure (the count of the chats); the count is the volume.
- The history is stored (the histories, the chats, the transcripts, the dates); the record is managed.
- Chat history storage is audit-logged with the history, chat, and timestamp.