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Live Chat Module

Introduction​

The live chat feature allows users to interact directly with an agent and receive real-time support and assistance. If no customer service agent is online (e.g. outside opening hours), users can leave an email address to be notified when an agent is back online and responds. Read also Live-Chat Introduction, Setup-Guide and Guide for agents. Or Check out our FAQ site 🚀

Typical Use Cases​

  1. Real-Time Product Consultation Customers can ask questions about specific products via live chat. A representative provides immediate and personalized recommendations.
  2. Help with Complaints and Warranty Cases If a customer experiences an issue with a product, they can use the live chat to initiate a complaint or get warranty information without long wait times on the phone.

How to Use the Module​

Chat asynchronously​

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Disabled: If asynchronous chatting is disabled, the Live Chat module will automatically exit when no agent is available. In this case, you can set a target for either a subprocess or experience to ensure a smooth chat flow.

Enabled: When asynchronous chatting is enabled, customers can leave messages even when no agent is currently online. If an agent is online, they can interact with each other. In addition, the customer's e-mail address is requested to notify the user when an agent responds after they leave the website.

Requesting an Email Address​

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The user can leave the website and receives a link with the e-mail that leads him back to the chat. In order for the customer to see the chat history or their question, local storage must be enabled.

👉 It is advisable to leave both on to create the best conditions for the conversation and optimize the customer experience.

If an email address is already known in the chat history, it will be used automatically. The email serves two purposes:

  1. When asynchronous chatting is enabled and no agent is available, the customer will be notified by email once their message has been responded to.
  2. The agent can view the customer’s email in their overview for reference.

Persistent Quick Replies​

live_chat_persistent

Quick replies are displayed in the chat and can direct the customer from the current conversation to a designated experience. This feature enhances navigation options and enables quick access to other parts of the customer journey. In this case the user excites the livechat module.

Agents​

Agents have to go to Live and mark themselves as online to interact with customers live. They can interact with customers who left a message and customers who are online. Read also Guide for agents