Overview
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Last updated
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It is an interface where the user can see all the ongoing and historical conversations handled by the bot or agents.
Texting your customers just got easier! This feature enables businesses to quickly start conversations with their website visitors, WhatsApp followers and Facebook fans. Make sure you don't miss a beat when it comes to customer service.
It is a simple, yet very effective, recipe for improving both customer service and loyalty. It allows the users to:
Have personalized conversations with humans.
Monitor conversations in real time.
Monitoring agents.
Proactive outreach.
Quick response to the questions about the product or the service.
There are couple of functions under live chat screen that can be used while interacting with visitors:
Conversation Category: This is the menu that displays the categories in which the conversation is currently in.
Conversation List: It displays the list of conversations in a given conversation category. Multiple conversations will make up the list.
Conversation History: This screen displays the conversation history between the visitors and the bot / agent.
Conversation Details: It is the right most section of the Live Chat screen that displays the details of the conversation.
Labels: It allows you to group the active or historic conversations for easy future reference.
Saved Replies: It is the collection of standard replies that an agent / user can use to quickly respond back to the visitor’s questions / queries.
Service Level Agreement: It allows you to define the SLA ensuring the commitment towards the visitors is maintained.
Related Conversations: It displays the details of a historic conversation a particular visitor had with the bot.
Filtering Conversations: Allows you to filter out the conversation based on bot, visitors, category etc.
Copying / Downloading chat script: Allows you to download / copy the chat transcript which can be further shared with the other stakeholders for reference.
