Live Chat Setup
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      Push Mode for Live Chat Messages

      This guide explains how to activate Push Mode on your Orlo Live Chat Widget, allowing the system to automatically assign incoming chat messages to your agents.

       

      Things to Consider ✅

      • Users will need to be an admin in Orlo to activate Push Mode for Live Chat 
      • When Push mode is activated, all users will be working in Push Mode 

      Benefits 🙌

      • Automation - Automatically assign messages to agents, eliminating the need to manually triage messages. 
      • Balance Workload - Set queue limits for agents to manage demand better and not overwhelm agents. 
      • Reduce Cherry-Picking - Automatically assigning messages eliminates the issue of agents selectively choosing messages based on personal preference.

       

      Understanding How Chats Get to Agents: Pull vs. Push Mode

      When using Orlo Live Chat, conversations from your website visitors need to reach your agents. There are two main ways this happens: Pull Mode and Push Mode. Let's break them down:

       

      Pull Mode (The Default): You Choose Your Chats

      Think of Pull Mode as a queue where chats wait for an available agent to pick them up. By default, Orlo Live Chat works this way. Agents actively look at the queue and assign conversations to themselves based on their availability and expertise.

       

      Push Mode: Chats Come to You

      Push Mode is a setting that applies to everyone on your Orlo Live Chat team. When Push Mode is turned on, the system automatically sends new chat conversations directly to available agents.

      • Automatic Distribution: Orlo will "push" new chats to agents until they are handling a certain number of conversations at the same time (this limit is usually 3 chats by default).
      • Once an agent reaches their chat limit, they won't be automatically sent any new messages. However, if a customer replies to a chat that the agent previously resolved, that conversation will be "pushed" back to the agent.
      • Agents Can Still Grab More: Even in Push Mode, agents still have the option to manually request the next available chat from the queue if they finish a conversation and are ready for another.

       

      How to Turn Push Mode On or Off:

      Push Mode needs to be enabled for your entire Orlo account before individual agents can experience it. Here's how to toggle it:

      1. Go to Settings in your Orlo account.

      2.  Select Manage Live Chat Widgets.

       

       

      3. Navigate to the Push Mode button. 
        • If the button is red, Push Mode is currently off. Click the button to turn it on (it will change to green).
        • If the button is green, Push Mode is currently on. Click the button to turn it off (it will change to red).

       

      Changing the Number of Chats Agents Receive in Push Mode:

      You can adjust the default limit of how many chats an agent will be automatically "pushed" at once:

      1. Go to Settings in your Orlo account.

      2. Select Manage Live Chat Widgets.

       

      3. Click Edit next to the Live Chat Widget you want to configure.

       

      4. Find the Chat Queue Limit setting. This number determines how many waiting chats an agent can be automatically assigned in Push Mode. Adjust this number as needed.

       

      Knowing When Push Mode is Active:

      When the Push Mode setting is changed (turned on or off), all active Live Chat agents will see a pop-up notification within the Orlo platform to inform them of the change. This ensures everyone on the team is aware of how chats will be distributed.