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Live Chat Module

Introduction​

Give customers the option to chat live with your users in the chat. As soon as a customer enters this process module, the conversation is marked as "waiting" in the "Live" menu entry and an agent can take over the chat.

Read also How to set up the live chat and How to Unlock the Full Potential of the Live Chat.

Typical Use Cases​

live_chat_demo

How to Use the Module​

Asynchronous and synchronus Chatting​

  1. 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 eachother.
  2. 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.

Requesting an Email Address​

You can configure the module to request an email address from the customer. 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​

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.

live_chat_persistent_quick_reply

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.

live_agent_example_demo

live_agent_online_demo

Re-entering conversation​

For asynchronous chats, it’s essential that customers can re-enter the conversation. This is seamless, as the session is persisted without requiring re-authentication via email, allowing continuity even in case of connection interruptions.

Process-Specific Variables​

This module generates variables that are accessible throughout the current process. They are only valid for this specific process and may evolve with platform updates. For a detailed list, check the process-specific variables list.

Agent Features​

An agent can...

  • interact through chat messages
  • send an article
  • trigger a jump to a process module or an experience
  • trigger an animation
  • block a user
  • end the chat