Live Chat Support SOP Template

1.Purpose

To make sure live chat conversations are accepted quickly, handled with accurate and personalized messaging within a manageable concurrent chat load, and closed only once the issue is actually resolved.

2.Scope

Applies to real-time chat conversations through the website or app chat widget, including handling multiple concurrent chats. Email and phone are covered by their own SOPs.

Definitions

Concurrent chat limit

The maximum number of chats an agent is allowed to handle at the same time.

Quick reply

A pre-written short response used as a starting point for a common question.

Chat transfer

Moving an active chat to another queue or agent with a summary of what has been discussed.

Post-chat survey

A short satisfaction survey sent to the customer after the chat ends.

3.Responsibilities

Support Agent

Accepts, handles, verifies and closes chats within the concurrent chat limit.

Team Lead

Receives transferred chats outside agent scope and monitors queue load.

Quality Analyst

Reviews chat transcripts monthly for tone, accuracy and speed.

RACI matrix

R = Responsible, A = Accountable, C = Consulted, I = Informed

4.Materials and PPE

Materials, tools and systems

• →Live chat platform
• →Quick reply template library
• →Knowledge base
• →Concurrent chat limit policy
• →CRM

5.Procedure

1. 5.1

   Accept the incoming chat

   Support Agent

   The Support Agent accepts the chat within the target response time and sends a greeting confirming they are ready to help.

   Checkpoint: The greeting is sent within the target seconds window defined for the chat queue.

2. 5.2

   Confirm name and reason

   Support Agent

   The Support Agent confirms the customer's name and asks them to describe the reason for the chat.

3. 5.3

   Check concurrent chat load

   Support Agent

   Before accepting another chat, the Support Agent checks their current concurrent chat count against the defined limit.

   Warning: Exceeding the concurrent chat limit leads to slow, low-quality responses across every chat the agent is handling.

4. 5.4

   Research while updating the customer

   Support Agent

   The Support Agent searches the knowledge base or account history while sending short updates so the customer knows research is in progress.

5. 5.5

   Use quick replies thoughtfully

   Support Agent

   The Support Agent uses quick reply templates for common questions, personalizing the wording before sending rather than pasting it unedited.

6. 5.6

   Verify identity before sensitive details

   Support Agent

   The Support Agent verifies the customer's identity using the standard method before sharing or changing any account-specific details.

   Checkpoint: Identity is confirmed before any sensitive account information is shared in the chat.

7. 5.7

   Transfer if outside scope

   Support Agent

   If the request is outside the agent's scope, the Support Agent transfers the chat to the correct queue or Team Lead with a summary of what has already been discussed.

8. 5.8

   Confirm resolution before closing

   Support Agent

   The Support Agent asks the customer to confirm their issue is resolved, or agrees clear next steps, before ending the chat.

   Checkpoint: An explicit yes from the customer, or an agreed next step, is recorded before the chat is closed.

9. 5.9

   Send a transcript if requested

   Support Agent

   The Support Agent sends the chat transcript or a summary to the customer if they ask for one.

10. 5.10

    Tag and log the chat

    Support Agent

    The Support Agent tags the chat by category and logs it in the CRM with the outcome.

11. 5.11

    Close with a sign-off

    Support Agent

    The Support Agent ends the chat with a polite sign-off and a prompt for the post-chat satisfaction survey.

12. 5.12

    Review transcripts monthly

    Quality Analyst

    The Quality Analyst reviews a sample of chat transcripts each month for tone, accuracy and response speed, and shares feedback with the Team Lead.

6.Quality checks

• →Chats are accepted within the target response time.
• →Agents stay within the concurrent chat limit.
• →Identity is verified before sensitive account details are shared.
• →Every chat is tagged and logged in the CRM.

7.Records

• →Chat transcript
• →Chat tag and category in the CRM
• →Monthly chat quality review notes

8.KPIs

• →Average chat response time
• →Concurrent chat limit adherence rate
• →Chat resolution rate without transfer
• →Customer satisfaction score from post-chat survey

9.Common mistakes

• →Accepting more chats than the concurrent limit allows.
• →Sharing account details before verifying the customer's identity.
• →Ending a chat before confirming the issue is actually resolved.
• →Pasting a quick reply template without adjusting it to the real question.

10.Revision history