About Live Chat
Live Chat is built directly into SpecCheck Lab View, so you can see messages, orders, and account information all in one place. Live Chat is an add-on for labs. To enable it, contact [email protected]. If your lab has Live Chat but you don't see it in the left sidebar, email [email protected] to have a Live Chat seat assigned to you.
Notifications
A toast notification and chime when new messages arrive
A badge on the Live Chat link showing open conversations
An email when an ECP starts a new conversation (manage email alerts)
Fully Mobile Optimized
Access all core chat features from any phone or tablet browser, no app required.
Getting Started – Configure Live Chat
Go to Settings → Live Chat. Admins and users with an assigned Live Chat seat can update these settings.
1. Office Hours
On the Office Hours tab, check each day your team is available and set the From and To times. Click + to add another time range for a day.
Turn on Allow ECPs to send messages outside of office hours if you'd like to receive after-hours messages. These are received and flagged for review the next business day, and the SpecCheck Bot lets the ECP know to expect a delay.
Click Save Changes.
Your hours are shown to ECPs in their Live Chat window and are localized to each user's time zone.
2. Widget Configuration
Widget Announcement Message – A message (up to 250 characters) shown at the top of every ECP's Live Chat window, such as holiday closures or response times. Click Save Changes, and it updates immediately.
Widget Links – Clickable links (like FAQs, warranty policies, or a shipping label page) that appear when an ECP opens Live Chat. Click Add Link, or use the icons on each link to open, edit, or delete it.
3. Macros
Macros are saved replies you can insert in one click. They can be personal or shared with all Lab View users (shared macros show a global tag).
On the Macros tab, click Add Macro to create one.
Use Search Macros to find one, click a macro to edit it, or click the trash icon to delete it.
4. Personal Settings
The Personal Settings tab holds Live Chat preferences that only apply to you. Turn on Keep Live Chat widget open if you'd like the floating chat window to open automatically when you leave the full-screen Live Chat page while a conversation is active, then click Save Changes. This setting is off by default, so the floating window stays closed when you leave Live Chat unless you turn it on.
Using Live Chat
Understanding Your Inbox
My Inbox – Conversations assigned to you.
All – Every conversation across your lab.
Unassigned – New or unclaimed conversations.
Use the search bar to search message content, notes, and keywords, and the filter menu to switch between Open, Snoozed, and Resolved conversations. The inbox shows chats from the last 35 days; for older chats, open the ECP's Live Chat tab on the ECP Details page.
How Assignment Works
Manual: In the Details panel, click the icon next to Assignee to assign or reassign the conversation.
Round Robin (if enabled): New conversations rotate between users. Users set to Away are skipped.
To change your lab's assignment rules or routing, contact [email protected].
Start a Chat With an ECP
On the Live Chat page, click the + button at the top of the inbox.
Search for the ECP's practice and select one or more people to include.
Type your message and click Send. You'll be the default assignee.
ECPs are notified in their dashboard and by email, with an email reminder if the chat goes unanswered for 2 days. You can also start a chat about a specific order from Flagged Orders or Flagged ECPs.
Replying, Notes, and Attachments
Click Reply above the message box to switch between a Reply (sent to the ECP) and a Note (internal to your lab and searchable).
Use the toolbar to Use macro, add an emoji or GIF, Insert image, or Attach file.
Shortcuts: type # to pull up macros, or : for emojis.
Type @ to mention a teammate. They'll see an @ indicator and get an email.
Keep a Chat Open While You Work
Conversations can also open in a floating chat window in the lower-right corner of Lab View, so you can keep chatting while you move between ECPs and orders. Click View this order in the window to jump to the related order.
Want the floating window to open on its own when you leave the Live Chat page? Turn on Keep Live Chat widget open in Settings → Live Chat → Personal Settings. If it's off, the window stays closed when you leave Live Chat.
The Details Panel
Click the panel icon in the conversation header to show or hide Details, including the Live Chat Summary (AI-generated summary of the last 30 days), Conversation Details (assignee, ECP name, account number, related order, created by and dates), and Account Notes.
Other Useful Features
Read Receipts – Messages show Seen or Not Seen.
Typing Indicator – See when a teammate is replying so you don't double up.
Snooze – Click the clock icon in the conversation header and choose a duration. The chat moves to Snoozed for everyone on your team, then returns to Open automatically. Snoozing doesn't notify the practice.
Reporting – Go to Reports → SpecCheck Metrics for Live Chat response times, CSAT, and volume (Admins and users with SpecCheck Metrics Report Access). Metrics update with a 24-hour delay.
When You're Done Chatting
Set Yourself as Away
At the top of the Live Chat inbox, select Away under Your status. You'll keep full visibility into conversations, but won't receive Live Chat emails, and you'll be skipped for round-robin assignment. Select Online when you're back.
Resolve Conversations
Click the resolve (check mark) icon in the conversation header when a chat is complete. Chats also close automatically after 24 business hours of inactivity. To reopen a resolved chat, find it using the Resolved filter and reopen it.
Please note: Resolving chats keeps your inbox organized and your reporting metrics accurate.
Conclusion
SpecCheck Live Chat gives labs a faster, more reliable, and more connected way to communicate with their ECPs, all from one place. We’re excited to roll this out and can’t wait for you to experience how much smoother communication feels with everything integrated into SpecCheck.
For any setup questions, feature requests or if you ever need any help, please reach out to [email protected]!