How to set up your Chatbot for Live Chat
- How to set up your Chatbot for Live Chat
- Live Chat
- Beta testing
- How to enable Live Chat
- Live Chat Settings
- How does Live Chat look on the user side
- Live Chat icon status
- After starting the Live Chat by the user
- What if the operator didn’t join in time for conversation?
- Receiving the Live Chat conversations by operators
Live Chat
Live chat is a feature that enables your users to connect with your real person operators. This feature needs to be enabled by chatbot administrator (it is turned off as default). Chatbot operator can set up custom availability schedule when the operator will be available to pick up a live chat. During these hours users see Live Chat icon on the chatbot and can request to connect to real person operator to continue the conversation.
Beta testing
Live Chat is currently in Beta testing, so please be aware that you might experience defects or issues as this feature is still being developed.
How to enable Live Chat
Open ChatLab dashboard, select a chatbot, click on Settings tab and scroll down to Live Chat section (please take under account that this feature is available only in selected subscription plans):
After checking the “Allow users to contact live chat” option, you will see the Live Chat settings screen.
Live Chat Settings
- Live chat info message: the message displayed to the user after placing mouse cursor over Live Chat icon in the chat window
- Live chat start message: the message displayed in the chat window after the user clicks on the Live Chat icon
- Live chat end message: the message displayed in the chat window when the Live Chat ends
- Live chat name label: the message displayed to the user, requesting the user to provide hers/his name
- Live chat email label: the message displayed to the user, requesting the user to provide hers/his email
- Live chat schedule: hours during which Live Chat is available
- Live chat schedule timezone: timezone for which the Live Chat availability schedule is provided
- Out of hours message: the message displayed to the user after placing mouse cursor over the inactive Live Chat icon in the chat window during the “out of hours” period
- Live chat close modal title: modal confirmation text for closing live chat
- Live chat modal confirm label: message about turning on/off live chat modal confirm label
- Live chat modal close label: message about cancelling live chat modal close label
- Live chat close tooltip text: text on tooltip when live chat is active and you hover over live chat icon
- Operator has joined label: This label indicates when the operator has joined the conversation
- Operator did not join in time label: this label informs you if the operator was unable to join the conversation within the expected time.
- Waiting for operator to join label: this label is displayed while you are waiting for the conversation to begin.
How does Live Chat look on the user side
After enabling the Live Chat the user will start seeing the Live Chat icon in the top bar of the chat widget:
Live Chat icon status
In case the Live Chat is disabled, the Live Chat icon will not be displayed. Depending on the Live Chat availability schedule, the Live Chat can be:
- enabled - during provided Live Chat schedule hours
- inactive - in the remaining time
When Live Chat is enabled, after moving the mouse cursor over the Live Chat icon user will see the Live Chat Info message (setup from the settings section):
When Live Chat is inactive, the Live Chat icon is grayed out and after moving the mouse cursor on the Live Chat icon, user can read the out of hours message.
After starting the Live Chat by the user
After starting the Live chat by the User (this is triggered when the user clicks on the Live Chat icon), User sees the Live Chat start message and is connected to the operator. Users receives a notification when a human operator joins a Live Chat session. This ensures they are clearly informed when speaking with a real person.
What if the operator didn’t join in time for conversation?
We are prepared for this. First of all, everyone can set up a waiting time for the operator to join the conversation. You can set this between 30 and 600 seconds.
If the operator is not able to join the conversation during this period, we will show the user the text "Operator did not join in time", and your customer will be redirected to the Human Support Contact Form (Human Support Contact from needs to be enabled, otherwise user will just receive a message that the operator did not join in time)
Receiving the Live Chat conversations by operators
To be able to handle the Live Chats on the administrator side, please follow this link:
Managing incoming Live Chat conversations