FAQs

•How can I add a lunch break or split my available hours in the profile and calendar settings?

In the availability settings, you can add multiple time blocks for a single day by clicking the plus sign (+) next to the day's time slots. Once you have set your desired blocks (e.g., 8:30 AM - 12:00 PM and 1:00 PM - 4:30 PM), you can use the copy icon to apply the same split schedule to other days.
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•When should I use the "Do Not Disturb" (DND) feature?

The DND option should only be turned on when you are away for a short period of time or on vacation, as it tells the system you are unavailable to take any live chats.
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•Does the Breakout portal support Single Sign-On (SSO)?

Yes, SSO can be set up as a future feature so that you can log in using your Empower credentials instead of a separate password.
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•Do I need to keep the Breakout dashboard open during working hours?

Yes, the Breakout platform is browser-based, and it's a good practice to keep the dashboard open in an active tab during working hours to ensure you receive real-time notifications.
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•How will I be notified when a new live chat is initiated?

You will receive a browser/desktop notification that says "A new chat has been started." You can click on this notification to be dropped directly into the chat session.
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•How can I ensure my browser notifications are properly enabled so I don't miss chats?

You must ensure that notifications for your browser (e.g., Chrome) are enabled in your computer's system settings. If they are not on, you may see a banner message on the "Live Visitors" page prompting you to turn them on. It is also recommended to turn off any browser settings that put tabs to "sleep" after a period of inactivity.
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•What is the AI copilot feature (three stars icon) for in the live chat session?

Once you join a live chat, the AI copilot (represented by three stars on the bottom left of the chat input bar) acts as your assistant. When the user asks a question, clicking the copilot icon will draft a quick, pre-populated response that you can modify or send as is.
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•What happens to a visitor if no SDR/Rep is available to take a live chat?

During the initial rollout, if no one is available, the visitor will be directed to a meeting booker that allows them to schedule a meeting with a rep during business hours. The long-term goal is for the AI SDR to take over after hours or when a rep is unavailable.
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•Why do I need admin approval to connect my Outlook calendar?

Some users may require internal IT assistance to authorize the app due to organizational security settings, such as SSO or general corporate security policies.
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•How do I configure the calendar to collect the attendee's phone number for the call?

When setting up your event type (e.g., "Quick Call"), under the Location setting, select Attendee's Phone Number. This will prompt the user to provide their phone number when booking, which will then appear in your calendar invite.
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•What is the purpose of the "Minimum Notice" setting for calendar bookings?

Minimum Notice allows you to set a required buffer of time between when a meeting is booked and when it can take place. For example, if you set it to 4 hours, a visitor cannot book a meeting slot that is less than 4 hours away.
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•How do I set buffer time so I don't have back-to-back meetings?

Under the advanced settings of an event type, you can set a buffer time (e.g., 10 minutes) to be blocked off both before and after scheduled meetings.