📩Live Chat functionality
Overview of the main functionality of the LiveChat module
Last updated
Overview of the main functionality of the LiveChat module
Last updated
The LiveChat module looks like this:
You see dialogs labeled messengers, widgets, and AI in three folders:
New - new (unaccepted) chats that need processing.
Active - chats accepted by the manager and currently being processed.
Archives - closed, processed chats, or deactivated due to lack of response from the client.
It is possible to configure the distribution of chats between managers and their changes, which is very useful in case of a large number of requests.
Chats are filtered by the following indicators:
When applying, each client is added to the system, and you have the opportunity to view and partially edit their information:
Photo
Request channel
Name
username - when contacting via Telegram or Instagram bots
email - specified by the manager himself
The phone number is specified by the manager himself
Custom field for necessary information (for example, ID on the service, etc.)
Client language - identified by the language of the client's application or browser. You can change the language yourself, the language of system messages in the chat depends on it.
Manager - the manager who accepted the request is automatically indicated. The supervisor can change the manager.
Notes
Dialogue subjects - specified by the manager for analytics if necessary
Tag - specified by the manager for grouping customers during mailing, etc
Blocking the client
Please note that part of the functionality is optional and can be configured in the Settings -> Company tab:
Main language - specify the language in which all clients will receive system messages (dialogue start and end, manager connection, etc.).
Displaying the phone number input field in the bot and widget - The client will be able to specify his number.
Displaying the name input field in the widget - The client will be able to specify his name.
Show notifications about joining/changing chat manager - the client will receive a system message about the manager's connection.
Ask the user if the issue has been resolved - the client will receive the message "Do you still have questions?" with "Yes / No" buttons. The "No" button will automatically transfer the dialogue to the Archives folder.
Mandatory evaluation of the dialogue upon its completion - enable if this indicator is necessary for the analysis of the quality of employees.
Displaying the subject of the dialogue - you can specify several dialog subjects for analytics. If this is a necessary indicator, enable the Mandatory indication of the subject of the dialogue function - chats without topics will not be able to be closed.
Applying a trigger starts a dialog - if you enable this feature, you will receive notification messages about users who clicked on auto-reply UTM trigger links to the bot (this is not a request). Turn off this feature if you only want to receive messages after these clients write to you.
Prohibit editing of messages in dialogs - managers will not be able to edit sent messages.
Prohibit deletion of messages in dialogs - managers will not be able to delete sent messages.
Allow a user with the Manager role to change the manager - by default, the manager change is available only to the account owner and the supervisor.
Allow a user with the Manager role to block the customer - by default, blocking is available only to the account owner and supervisor.
Close dialogue via inactivity - if the client does not respond within 15 minutes, the dialog is automatically closed and goes to the Archives folder. The waiting time can be changed or completely disabled.
When a user submits a request, it looks like this:
The manager clicks on the Answer dialog button, then either enters the message himself or chooses a quick answer:
By clicking on ⋮ you can edit or delete messages:
There is also an option to generate answers via MagicButton instead of manual input, or to configure artificial intelligence JediDesk AI, which will independently process customer requests instead of managers.
When the conversation with the client is finished, click Close the dialog button in the upper right corner.
If the manager does not close the dialog, the analytics will not display correct data about closed chats, and your clients will not receive a system message about the company's non-working hours.
