Live Chat Request Form

Configure how and when bot users can connect with your Live Agents.

Overview

Enabling this Automation for your bot involves updating your language model to support specific entry points so end users can then request a live chat with your internal teams. You can design this either as a single global entry point for all live chat requests or multiple entry points, each corresponding to a particular team providing live chat support to end users.

End users will be able to ask variations of the question to “Speak with a Live Agent” and be directed to fill out a Live Chat request form in the bot. That request will then be transmitted to the ON Portal for your teams to live chat and manage to resolve.

Configuration

The following configurations are available for Live Chat Request Forms.

Basic Settings

FIELD	EXAMPLE VALUE
Form Name How your form will be displayed in other experiences like CS Chat and Analytics.	Live Chat Request Form

Available Hours

You can configure your team's daily availability in your local time zone for live chat sessions by enabling the "On Hours" form or using only the default "Off Hours" form. Enabling the "On Hours" functionality creates two distinct user experiences:

• On Hours: Users can anticipate a prompt response from a Live Agent.

• Off Hours: While Live Agents aren't immediately available, they will respond to users as soon as possible and in the requested channel (e.g. email, phone, etc).

FIELD	EXAMPLE VALUE
Enabled	True or False
Time Zone	Pacific Standard Time

DAY OF WEEK	START TIME	END TIME
Monday	9:00am	5:00pm
Tuesday	9:00am	5:00pm
Wednesday	9:00am	5:00pm
Thursday	9:00am	5:00pm
Friday	9:00am	5:00pm
Saturday	N/A	N/A
Sunday	N/A	N/A

On Hours Response Form

Based on the above available hours, outline the information from users you would like to collect before submitting a request when your team is available (“On Hours”). NOTE: these fields can be optional or required fields, and as many fields as you would like.

FIELD	EXAMPLE VALUE
Text Message Compose a user friendly prompt to indicate a representative will be available shortly.	Looking to chat with a Live Agent? You're in the right place. Share your contact details and a Live Agent will be with you in a few minutes.
Question 1 (Required)	Name
Question 2 (Required)	Email
Question 3 (Optional)	What additional details would you like to share with the representative?

Off Hours Response Form

Based on the above available hours, outline the information from users you would like to collect before submitting a request when your team is unavailable (“Off Hours”). NOTE: these fields can be optional or required fields, and as many fields as you would like.

FIELD	EXAMPLE VALUE
Text Message Compose a user friendly prompt to indicate a representative will be available shortly.	Live Agents are not currently available to chat, but if you leave us your contact details and a brief message, then we will follow up with you as soon as possible.
Question 1 (Required)	Name
Question 2 (Required)	Email
Question 3 (Optional)	What additional details would you like to share with the representative?

Confirmation of request

FIELD	EXAMPLE VALUE
Form Submitted Form was successfully submitted by the user.	Okay, got it! Thanks for sharing your contact details. A representative will follow up with you as soon as possible.
Form Exited User exited the request flow before completing the form.	Okay. Maybe you'll be ready next time!
On Hours Request created	Request activated, an agent will be with you soon.
Off Hours Request created	Request created, an agent will follow up with you during available hours.
Request Pending	Your request to talk with an agent is pending.
Agent Joined Chat	An agent has joined the chat.
Agent Left Chat	Your request has been resolved.

Triggers

It is recommended to use the following triggers:

• Intent: incorporate expressed intent like, "I want to speak with a live agent" into your language model. Connect with your GameOn Customer Success member to help train your model accordingly.

• Direct: exact matches strongly encouraged for Quick Replies.

Examples

Included below are example implementations to get started:

Live Chat Request Sample

{
  "agentJoinedMessages": [
    {
      "textSet": [
        "An agent has joined the chat."
      ]
    }
  ],
  "agentLeftMessages": [
    {
      "textSet": [
        "Your case has been resolved."
      ]
    }
  ],
  "caseActivatedOffHoursMessages": [
    {
      "textSet": [
        "Case created, an agent will follow up with you during available hours."
      ]
    }
  ],
  "caseActivatedOnHoursMessages": [
    {
      "textSet": [
        "Case created, an agent will be with you soon."
      ]
    }
  ],
  "casePendingMessages": [
    {
      "textSet": [
        "Case is pending."
      ]
    }
  ],
  "handoffCategory": "Ticket Agent Request",
  "hoursOfOperation": {
    "enabled": true,
    "operationWindows": [
      {
        "dayOfWeek": "Monday",
        "endHour": 15,
        "endMinute": 0,
        "startHour": 7,
        "startMinute": 0
      },
      {
        "dayOfWeek": "Tuesday",
        "endHour": 15,
        "endMinute": 0,
        "startHour": 7,
        "startMinute": 0
      },
      {
        "dayOfWeek": "Wednesday",
        "endHour": 15,
        "endMinute": 0,
        "startHour": 7,
        "startMinute": 0
      },
      {
        "dayOfWeek": "Thursday",
        "endHour": 23,
        "endMinute": 0,
        "startHour": 7,
        "startMinute": 0
      },
      {
        "dayOfWeek": "Friday",
        "endHour": 15,
        "endMinute": 0,
        "startHour": 7,
        "startMinute": 0
      }
    ],
    "timezone": "America/Los_Angeles"
  },
  "offHoursForm": {
    "controls": [
      {
        "matchStrings": [
          "Nevermind",
          "Exit",
          "Stop"
        ],
        "name": "exit"
      }
    ],
    "exitMessages": [
      {
        "textSet": [
          "Okay. Maybe you'll be ready next time!"
        ]
      }
    ],
    "form": {
      "id": "off-hours-contact-form",
      "questions": [
        {
          "name": "name",
          "question": [
            {
              "textSet": [
                "Live Agents are not currently available to chat, but if you leave us your contact details and a brief message, then we will follow up with you as soon as possible."
              ]
            },
            {
              "choices": [
                {
                  "returnValue": "Nevermind",
                  "title": "Nevermind"
                }
              ],
              "textSet": [
                "What's your name?"
              ]
            }
          ],
          "type": "basic"
        },
        {
          "maxAskedCount": 2,
          "name": "email",
          "question": [
            {
              "textSet": [
                "What's your email address?"
              ]
            }
          ],
          "type": "basic"
        },
        {
          "name": "phone",
          "question": [
            {
              "textSet": [
                "What's your phone number?"
              ]
            }
          ],
          "type": "basic"
        }
      ],
      "title": "Off Hours Contact Form"
    },
    "resultsMessages": [
      {
        "textSet": [
          "Okay, got it! Thanks for sharing your contact details. An agent will follow up with you as soon as possible."
        ]
      }
    ]
  },
  "onHoursForm": {
    "controls": [
      {
        "matchStrings": [
          "Nevermind",
          "Exit",
          "Stop"
        ],
        "name": "exit"
      }
    ],
    "exitMessages": [
      {
        "textSet": [
          "Okay. Maybe you'll be ready next time!"
        ]
      }
    ],
    "form": {
      "id": "on-hours-contact-form",
      "questions": [
        {
          "name": "name",
          "question": [
            {
              "textSet": [
                "Looking to chat with a Live Agent? You're in the right place. Share your contact details and a Live Agent will be with you in a few minutes."
              ]
            },
            {
              "choices": [
                {
                  "returnValue": "Nevermind",
                  "title": "Nevermind"
                }
              ],
              "textSet": [
                "What's your name?"
              ]
            }
          ],
          "type": "basic"
        },
        {
          "maxAskedCount": 2,
          "name": "email",
          "question": [
            {
              "textSet": [
                "What's your email address?"
              ]
            }
          ],
          "type": "basic"
        }
      ],
      "title": "On Hours Contact Form"
    },
    "resultsMessages": [
      {
        "textSet": [
          "Okay, got it! Thanks for sharing your contact details. An agent will follow up with you in the next few minutes."
        ]
      }
    ]
  }
}