Live chat Settings

13 min

engati live chat allows you to set up live chat for your bots you can add multiple bots and set up different configurations for these bots \onboarding\ owner can click on ‘configure live chat’ button from the home page, to get started with live chat as you switch to the live chat portal, you have to complete a few steps in live chat wizard this workflow is available only to the owner of the account \general settings\ these are the general configurations to be added for the bot \setup\ setting up live chat settings allows you to control when and how your chatbots and live chats engage with customers adjust your work week schedule to determine availability, customize chat settings for better interactions, manage channel settings to choose platforms like website or whatsapp, and organize team categories for efficient task assignment these settings ensure your chatbots provide effective support tailored to your customers' needs across different channels work week the ‘work week’ section allows you to define the days and times during which your team will be available to respond to customer inquiries work days under ‘work days’, you can select the specific days of the week when your team will be available simply click on the day to toggle it on or off by default, all days are selected work hours in the ‘work hours’ section, you can define the specific time intervals during which your team will be available each day by default, the time is set from 08 00 to 21 00 to modify these times, click on the time field and adjust the start and end times using the clock icon you can also add additional time intervals by clicking on the ‘+ add’ button holidays the ‘holidays’ section allows you to specify any upcoming holidays or non working days during which your team will be unavailable to add a holiday, simply click on the ‘add date’ field and select the date from the calendar icon the selected dates will be automatically added to the list of holidays chat settings the ‘chat settings’ section enables you to customize various aspects of the chat experience for your customers show chat log history for users by enabling this option, you can allow users to view the history of their previous chats with your team this can be useful for providing context and ensuring that customers don’t have to repeat themselves notification for agent joining the conversation this field allows you to customize the message that is sent to the customer when an agent joins the conversation notification for agent leaving the conversation similarly, you can customize the message that is sent to the customer when an agent leaves the conversation show file upload option for users enabling this option allows customers to upload files during the chat conversation this can be useful for sharing screenshots, documents, or other relevant files that can help you better understand and resolve the customer’s issue trigger workflow in case of first response sla expiry enabling this option (tick box) will allow customers to be taken to a specific workflow in case the agents are busy soon after this is turned on, a drop down menu will become available to select which course of action to take when an agent is not available request feedback on resolution by enabling this option, you can allow customers to request for a feedback after their issue has been resolved email conversation transcript this field allows you to customize the email that is sent to the customer where a transcript of their chat conversation with your team agent busy response the ‘agent busy response’ field allows you to customize the message that is sent to the customer when all agents are busy and unable to immediately respond to their inquiry transfer to agent response the ‘transfer to agent response’ field allows you to customize the message that is sent to the customer when they are being transferred to an agent max wait time (website) the ‘max wait time (website)’ field allows you to set the maximum amount of time a customer can wait in the queue before they are disconnected from the chat this can help you manage customer expectations and ensure that they do not become frustrated with long wait times max wait time (mobile app) the ‘max wait time (mobile app)’ field allows you to set the maximum amount of time a customer can wait in the queue before they are disconnected from the chat on the mobile app this can help you manage customer expectations and ensure that they do not become frustrated with long wait times sla for resolution the ‘sla for resolution’ field allows you to set the maximum amount of time within which you aim to resolve customer issues this can help you track your team’s performance and ensure that customers are receiving timely assistance auto resolve for inactivity in the ‘auto resolve for inactivity in ’ field allows you to set the amount of time after which a chat conversation will be automatically resolved if there is no activity from either the customer or the agent channel settings the ‘channel settings’ section allows you to configure the settings for each of the channels through which customers can interact with your team channel in the ‘channel’ column, you will be able to see channel for which you can configure the settings the available channels include website, whatsapp, instagram, and facebook messenger max conversations the ‘max conversations’ column allows you to set the maximum number of simultaneous conversations that can be handled by the channel this can help you manage your team’s workload and ensure that customers do not have to wait too long for a response sla response the ‘sla response’ column allows you to set the maximum amount of time within which you aim to respond to customer inquiries on the selected channel this can help you track your team’s performance and ensure that customers are receiving timely assistance team categories the owner/ supervisor can see the list of agents and supervisors added for the product the supervisor can add multiple agents and supervisors for the product to add a team member, navigate to teams > +add a team member choose a role you can give a role to the member by selecting a role from the dropdown menu the options available are executive, bot builder, supervisor, agent name enter the name of the agent email enter the email address of the agent channels to manage select the channel which the agent will be accessible to manage categories to manage select the category which the agent will be assigned to manage for each team member you can view logs, reset password and manage categories/channel click on the " " buttons beside the member you wish to manage manage categories allows you to manage the categories of that particular agent manage channels allows you to manage the channels of that particular agent view logs allws you to view all the logs of that particular agent reset password allows you to share a link with the user via which they can reset the passwords of their engati accounts, the links are valid only for 15 minutes \routing\ the routing page allows you to set up rules for how conversations are routed to agents these rules are applied in the order they are listed, and the first rule that matches a conversation will be used to route it routing rules the following routing rules are available contextual routing this rule takes precedence over all other rules it uses attributes of the user or the account to assign the conversation to a specific agent category based routing this rule is used if contextual routing is not configured it assigns conversations to agents based on the categories that they are assigned to time based routing this rule is used if neither contextual nor category based routing is configured it assigns conversations to agents based on their availability adding a routing rule step 1 to add a routing rule, navigate to configure > live chat > routing and click on the add rule set button step 2 enter the name for the rule set step 3 fill in the fields with valid inputs for your convenience we have described the fields rule set name the rule set name is a unique identifier for the set of rules you are creating it can be any name that you like, but it is best to choose a name that is descriptive of the rules in the set rules each rule consists of three parts attribute the attribute is the field that you want to use to create the rule for example, you could use the attribute “user country” to create a rule that assigns conversations to different agents based on the customer’s type operator the operator is the condition that you want to use to create the rule for example, you could use the operator “equals” to create a rule that assigns conversations to agents based on the customer’s location value the value is the specific value that you want to use to create the rule for example, you could use the value “new york” to create a rule that assigns conversations to agents based on the customer’s location rule expression the rule expression is a combination of rules that are evaluated together the expression can be as simple as a single rule or as complex as multiple rules combined with and or or operators category to assign the category to assign is the category that you want to assign to the conversations that meet the criteria of the rule set the category can be any category that you have created in the system assign conversation to the agent who managed it previously this checkbox allows you to assign the conversation to the agent who managed it previously this can be useful if you want to make sure that the customer is speaking to the same agent each time they contact the company \quick reply\ quick replies are a feature that allows agents to respond to conversations in the message toolbar quickly they are not applicable to the email channel adding a quick reply step 1 to add a routing rule, navigate to configure > live chat > quick reply and click on the +add quick reply button step 2 fill in the reply title and enter quick reply with valid inputs reply title enter a short title or name for your quick reply this title will be visible when selecting the quick reply from the list enter quick reply type the message or response you want to save as a quick reply you can also use placeholders like {{customer name}} to personalize the response (please note that using of attributes in quick reply is currently available only for email based canned responses) quick replies are a helpful feature that can save agents time and improve customer service they are easy to create and use and can be used in various situations if you face any issues or queries please reach out to us at support\@engati ai mailto\ support\@engati ai