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1. To take a Live Chat a support agent must first put themselves ON in My Chat
2. Clicks on the dropdown arrow that is on the right edge of the queue label, a dropdown will open showing the details (name/email id) of the user who is waiting.
3. Select the chat by clicking on the name/email id of the end-user
4. Review the conversation the end-user had with the bot and open the ticket that was created in the Chat Session window
5. To start talking to the end-user they must click on Click to Initiate Chat