Web chat training

User this page for training advisers to use the LiveEngage chat system. You should always use this page for training - starting chats on any other page will go through to the live chat service.

To start training follow these steps:

1. Make sure your adviser has the ‘training’ skillset on their LiveEngage account. If they haven’t email the Adviceline operations team at advicelineteam@citizensadvice.org.uk

2. Your adviser should log in to LiveEngage through Okta and set themself to ‘online’

3. The chat button should appear on this page in the bottom right - it’s called ‘Talk to an adviser’. Click on it to start a training chat

Please note: Other local Citizens Advice might be using the training system at the same time as you. Your training chat will go to the longest waiting adviser, this might not be your own adviser. If this happens it's fine for you or your adviser to say in the chat you are training and then end it. You should try again until you are matched with your own adviser.