Live Chat
Manage your end users requests to chat with a live representative.
Last updated
Manage your end users requests to chat with a live representative.
Last updated
Live Chat lets your AI chatbot end users request and connect with a live representative for an interactive session when additional support is needed. This feature can be customized extensively to suit each of your team’s requirements.
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.
Management of your live chat requests can be done in the Live Chat surface of the ON Portal.
The Customer Service Chat Analytics dashboard provides detailed insights into your customer service interactions. This feature helps you monitor the efficiency and effectiveness of your support team, understand user behavior, and optimize your customer service strategy.
A Request consists of the following components:
Title: the user's provided name or defaults to ON user id
Counter: the time from when the Request was created
Message Window: contains content of the user's current and historical conversations
Details: basic details about the user and the channel they are on
Notes: information submitted by an end user captured by a Live Chat Request Form and comments that a CS Chat User wants to manually document
A Request to live chat goes through the following flow:
New: successfully created request that has not yet been assigned
Assigned: a request that has been assigned to an agent
Chatting: bot function has been paused for an agent to live chat with end user
Resolved: request has been determined to be resolved by an agent
Closed: request has been resolved and is now archived for future reference
Chatting is not required to Resolve and Close a Request if an Agent doesn’t think that it’s warranted.
Live Chat is designed to give heightened attention to the most recent New Requests that have been submitted since they are the most likely to have the end user still available for a live chat.
When users initiate a chat on a channel that doesn’t require authentication, e.g. most website homepages that don't require user login to access, then we can only persist the conversation as long as the user doesn’t close their browser tab or clear their browser memory.
CS Chat users can assign and unassign tickets to themselves. Clicking into a Request, an Agent can review the available details of the conversation and can choose to assign it to themselves or other users (depending on a member's role).
Only Organization and Bot Admins can assign tickets to other users.
Requests that have been assigned to an agent are now available for that agent to pause bot functionality and enable Live Chat with an end user.
Once Requests have been adequately responded to, then it can be resolved. Once resolved, a timestamp will be taken of how long it took to close.
Resolving will remove the request from the Open Requests queue and archive as Closed for future reference.
Upon Resolving a Request, an option to add a note is presented as well to capture any additional details with closing the ticket that would be beneficial for future reference.
