¶ Preparatory steps
- Go to the personal account.
- Create a bot script that will communicate with customers in chat.
- Create a chat, using the bot script you created.
¶ Settings
When you create a new chat, you will be taken to the settings automatically. If you want to change the settings of an existing chat, proceed as follows:
- Go to the Chat bots → Settings. This will open a page with a list of all chatbots.
- Hover over the desired chat string.
- Click on
. The chat settings page will open.
- Title: enter the name of the chat. The name will help you to find the chat in the list later.
- Bot: select the script that will be used in dialogues with customers.
- Switch to Bot when operators are offline: select the script that the bot will use when operators are offline.
- Switch to Bot after session completed by client: select the script that will run after the bot completes a dialogue.
- Switch to Bot after session completed by operatore: select the script that will run after the operator has finished the dialogue.
- Switch to Bot after session is ended by lifetime: select the script that will run after the dialogue is ended after the dialogue has exceeded the customer response wait time.
- Transfer to a bot after an error sending a message: select the script that will run if the message was sent by the bot, but there was a delivery error on the messenger side.
- Operator idle time before transfer (seconds): specify the time of inactivity of the operator in seconds, after which the dialog will be transferred to another operator. Inactivity starts counting from the moment when the message from the client arrives until the operator responds. If after the timer expires there are no operators available for translation, the dialog is not translated, but the timer starts again, and after the timer expires a new attempt to translate the dialog will be made. The timer will continue until the client receives a response from the operator.
A transfer on the specified timer will not occur if:
1. There are no active operators accepting new sessions.
2. The dialog is inactive.
3. The dialog is with a bot.
4. The last message in the dialog is poisoned by the operator. - Session Lifetime: enter the time of client inactivity after which the dialogue with the client will be terminated. This is specified in seconds, only a number can be entered. For example, 3600 seconds = 1 hour. The minimum session lifetime is 5 minutes (300 seconds) and the maximum is 7 days (604800 seconds). When the session lifetime expires, all variables that were populated as part of the customer dialogue will be reset to zero.
- SL First Response: Enter the time in seconds that the operator must respond to the first customer message to meet SL (Service Level), which is the service level as a measure of customer service quality. Information about the speed of the first operator response is stored in reports.
- SL for other: Enter the time in seconds that an agent must respond to the rest of the customer's messages in order to meet the SL (Service Level) of the customer service metric.
- Link to knowledge base: enter a link to an information resource that may be useful to the operator. - External Link (title): enter a title to link to an external web page.
- External link (url): enter a link to an external web page for easy access to additional data or tools that may be useful to the operator.
- Message when operators are offline: enter the text to be displayed to the customer when you want to transfer the dialogue to an operator but all operators are busy or offline. The maximum number of characters is 75.
- Answer first user message: switch on if you want the bot to consider the customer's first message as an answer to the question asked.
- Close the session if there is an error sending a message: switch on if you want the script running to be stopped and the session closed if an error is received when sending a message.
Queuing is the process of a client waiting for an operator to respond. When all operators are busy, the client is placed in a queue and waits for an operator to be available to process his request.
- Queue max waiting time: enter the maximum amount of time in minutes that the user can be in the queue. The minimum is 1 minute and the maximum is 60 minutes. Zero means the waiting queue is off.
- Notify interval: enter the notification periodicity, in minutes, at which the user will be notified that they are in the queue.
The periodicity works and is only mandatory to be set if the maximum wait time above is filled. The minimum is 1 minute and the maximum is half of the maximum wait time above. For example, if the maximum wait time is 10 minutes, the notification frequency can be 1 to 5 minutes.
-
Close the session if the maximum waiting time has expired: Check this option to automatically close the session when the maximum timeout expires. When enabled, enter text in the Closing message after the maximum waiting time has expired field that will be displayed to the user when the session is terminated.
-
Notify message: enter the text that will be displayed to the customer as a notification that they are in a queue to be transferred to an operator. The maximum number of characters is 75.
Feedback is the customer's evaluation of the dialogue with the operator. Feedback can be requested either during the dialogue or after the dialogue is over.
- When to ask for rating: enter the time in seconds after which the bot will request interim dialogue feedback. The time is counted from the beginning of the session. The maximum time is 1000000000 sec. If zero is set, no feedback will be requested. This field is mandatory.
- User rating: select the scale on which the client can rate the quality of the dialogue: 2 points, 5 points, 10 points.
- Rating text: enter the text that will be reported to the client to request a dialogue quality evaluation. The maximum number of characters is 56.
- Request a rating at the end of session: enable the switch if you want the bot to request feedback from the client at the end of the session.
Result is the data from the post-dialogue survey used for reporting and identifying key insights.
Add survey items. Each item is added by the Add button and removed by the minus button. The name of the item is entered in the item field.
If no items have been added, no result will be requested.
Enter your messenger and social media links. Buttons with logos of the specified messengers and social networks will be displayed next to the widget button. Initially these buttons are collapsed, you can expand and collapse them using the arrow button. When you click on any of these buttons, the client will be able to start a conversation in any of the messengers you specified or start a conversation in the widget and then continue their dialogue in the messenger or social network.
Perform integration with the desired service:
In this tab you can upload avatars and customise the colours of the widget elements.
¶ Adding avatars
- Click Change to the right of Operator / Bot. This will open the avatar edit form.
- Select a file in one of two ways:
- Click on Upload and select the file on your device.
- Find the file on your device and drag it to the Drag the file here area.
The file you upload must be in .jpg, .gif, or .png format and not exceed 10MB in size.
- Customise your avatar: scale and move the highlighted area to be displayed in chat.
- Click Save. The avatar will appear in the widget demo.
¶ Set the colour of widget elements
- Click on the colour and dropper bar under Elements Color.
- Select a colour using one of two methods:
- Move the horizontal slider and move the circle over the colour area to adjust brightness and saturation.
- Type the six-digit HEX colour code without a pound symbol, e.g. FF0000 for red or 0000FF for blue.
- Click Done to save your selection. The colour of the items in the widget demo will change.
¶
- Click Save in the lower left corner when the chat setup is complete.