Manage sessions

As an agent, you interact and collaborate with your customers inside a Lightico session. This article explains how to manage Lightico sessions in the agent console.

Start a session

To start interacting with your customers, you invite them to a Lightico session. The invitation can be sent to an email address or a phone number (SMS). You can prepare the session beforehand or you can start interacting immediately. 

To start a session:

1. Log in to your Lightico account.  
   The agent console opens.

   

2. There are 2 ways to start a session. Depending on when you want to invite the customer to interact, click one of the following:

   • Start Session - Invites the customer to interact immediately

   • Pre-plan Session - Allows you to first set up your session with the content you require and only then to invite your customer to interact.

3. Enter the customer details. You can either enter an email address or a phone number (SMS).

   Note

   Your Administrator may have disabled text messages (SMS), in which case the phone number option will not appear.

   
   

   

4. After you have completed the customer details, click Start.

   The Lightico session page opens.

Inviting the customer to the session

By default, when you start a session, Lightico automatically sends an invitation to the customer to join the session. The invitation is sent either by email or SMS, depending on which method you choose in the New Session dialog box (see above). The invitation includes a brief explanation and a link to enter the collaboration room.

When an external service sends the session invitation

Your company or team may send session invitations through a third-party service or require you, the agent, to copy and send the session link to your customer. In that case, at the bottom of the New Session window a message appears informing you that a Lightico invitation will not be sent.

Note

Depending on the settings configured by your administrator, you may or may not be required to enter contact information such as a phone number or email. For information about these settings, see General session preferences.

Send a session link to the customer

Instead of or in addition to the automatic invitation, you may need to send the session link directly to your customer. Within the collaboration room you can copy the customer side URL and embed it in an email or other communication channel.

To send a session link to the customer:

1. In the top right of the collaboration room page, click the menu and click Generate session URL.

   

   After a moment, a message notifies you that the URL has been generated.

2. Click Copy URL.

   

3. Embed the URL and send it to the customer.

Use session settings from another team

As an agent, you are part of a team with unique settings defined in the system, including access to specific assets and workflows. If you belong to A-Team, for example, you can enter a session on behalf of another team (for example, B-Team) and use that team's setting for this particular session.

To enter the session with another team's settings, select the other team from the Enter session settings list.

For more information, see Use session settings from a different team.

Define a session access PIN

Your company or team may require customers to type a PIN to enable access to a session. In this case, you, the agent, will be required to define the pin in the New Session window.

To configure Session access PIN authentication, see Customer authentication.

The following shows how session access PIN works during a session:

1. The agent starts a new Session and is required to enter the Session PIN along with the other customer information.  

   

   Tip

   After the agent starts the session they can see the access PIN by hovering over the customer initials icon.

   

2. The customer opens the link to the session and sees the default opening page or the one that your system administrator created with a hint to the password.

3. The customer clicks Continue.

   

   
   The session PIN authentication page appears.

4. The customer enters the PIN.

   

   After entering the PIN they are let into the session.

Use session history

Click the arrows in the upper left corner to reveal the history pane.

In the history pane you can do the following:

• Search and view previous sessions

• Resume a session

• Transfer ownership of a session
  

  

Note

Your history pane may not have all the features described below. The history pane is enabled and configured by your administrator in system settings. For more information, see Configure agent session history.

Search and view previous sessions

Search and view previous sessions in any of the following ways:

• Text search - In the top search bar, start typing the name of a customer. If this feature is enabled, you can filter the results by team, showing My history (only your own sessions), My Team (your team’s sessions) or All (all sessions in the system).

  

• Updated sessions - Under My history, view sessions in which the customer completed actions since you last logged into that session.

  

• Your most recent sessions - In the bottom list, browse through your own sessions, listed with the most recent one that you entered on top. Use the filter to show either All sessions, Completed, or Incomplete.

  

Resume a session

Click the relevant session anywhere in the history pane to open the collaboration room and resume the session.

Transfer ownership of a session

Using the history pane, you can enter the session of a different agent and transfer ownership of it to yourself.

To transfer a session:

1. Search for the session by customer name in the top search bar (see above).

2. Click the relevant session.

   Ownership of the session is transferred to you and you enter into the selected session’s collaboration room.

Note

If the other agent has the collaboration room open to the session, a notification is sent to her and she will have to approve the transfer.

Customer status indicator

The customer status indicator at the top left corner of the screen provides information about the customer, such as their online status and whether or not they have completed their tasks.

The following table explains each status indicator:

Hover over the status indicator to see the customer authentication or consent status. 

Change customer details (Re-engage)

If you mistakenly entered incorrect details for your customer, you can change the customer details without losing any assets or documents that were included in the session. 

To change customer details, Click Re-engage and re-enter the correct customer details.

Note:

This can be done as long as the customer, whose details you initially entered, has not yet joined the session. Once they join, you cannot change any customer details and you would need to start a new session with the intended customer.

To end a session, click End Session.

The Lightico administrator configures the end session behavior. For example, the administrator can configure what type of access, if any, the customer has to a session after you have ended it. 

Renew a session

After you end a session you can renew it by clicking Renew Session.

The session is restored to its original state and you can continue interacting with your customer.