Live Chat

Enhance your customer interactions with our live chat feature, designed to seamlessly integrate with your chatbot automation. Whether you need to follow up with subscribers or provide real-time support, our live chat offers a comprehensive solution across all your channels.

In addition to creating chatbot automation, you can engage with your subscribers through our live chat inbox, available for every channel.

There are two ways to access the live chat:

From the main dashboard overview
From each individual chatbot channel

Accessing Live Chat from the Main Dashboard

On your main dashboard overview, you'll find a tab at the top labelled Live Chat.

The main dashboard overview offers a significant advantage by displaying all the channels where you've built chatbots. Accessing live chat from here is straightforward: simply select the desired chatbot, and the live chat will open.

Accessing Live Chat from a Chatbot Channel

Within any of your channels, you can also access live chat. Select Live Chat, and it will open, showing all your subscribers within that specific chatbot channel.

Using Live Chat

After selecting a subscriber, you'll see the live chat interface. It includes numerous options and details, which we will guide you through.

Section 1: Subscribers (Bot Users) Interaction

Switch between Inbox and Done by clicking Inbox. Move users to Done once a conversation is completed.
Use the Search bar to find a conversation by user name.
Click a user to view conversation details and their profile.

Section 2: Subscriber's Chat with Your Chatbot

Click the <= icon at the top to hide Section 1, the user list area.
You'll see the subscriber's profile photo and full name next to it.
In the upper-right corner, click the tick icon to move the subscriber to Done.
The 3-dots icon provides options to Hide messages from the bot and Manage Shortcuts.

The Hide message from bot feature displays only messages from the user and agent, making it easier to review the conversation without unnecessary messages.

Shortcuts enable agents to respond more quickly to user queries. You can manage these shortcuts in Tools - Shortcuts.

Hover over a bot message and click the small v icon to resend it or jump to that step in the flow if you need to make edits.

Section 3: Agents' Reply Area

Type your reply in the blank space.
Enter a slash followed by a keyword to search for a shortcut. Use the arrow keys to navigate shortcuts, and press enter to select pre-written content.
The </> icon on the right is for calling a variable, such as the user's First Name. You can also quickly call it by typing {{ and searching for a field name.
The leftmost icon at the bottom changes the persona. The default icon represents the chatbot persona. Add personas via Contents - Personas.
Switch between Reply and Note modes. In Reply mode, the area is white, and content is sent directly to the subscriber. In Note mode, the area is yellow, and content appears in the conversation for internal reference only, not sent to users.
The four icons in the bottom-right corner are for sending emojis, media (images, gifs, audio, video, and files), and subflows. The last icon sends the message/note, or press enter to send.

Section 4: Subscriber Profile

Section 5: Notes, Tags, Subscribed Sequences, OTN Topics, and Custom User Fields

Add or remove tags directly from this overview, which is useful for managing subscribers in lead funnels.
You can only remove OTN topics and sequences from the user.
Similarly, you can view, adjust, or delete user field values.

Sending Subflows to Users

After concluding a conversation with a subscriber, you may want to send them to a subflow. This is done easily by clicking the icon. A popup window will appear, allowing you to select or search for your flow.

After selecting your flow, click the blue button labelled Send Sub Flow to dispatch the flow.

NOTE: Ensure live chat mode is disabled before sending the subflow. Otherwise, the chatbot won't be able to send messages within the flow.

TIP: When agents reply in section 3, the Pause Automation area automatically initiates a 30-minute countdown. During this time, the chatbot will pause its responses. Agents can extend the pause if necessary. Once the time expires, the bot resumes replying.

Live Chat Updates

Below are the latest updates for live chat:

Conversation starter prompt ()
User data segments ()
Agent Groups ()
Merge bot users ()
Scheduled Messages in live chat ()
Sortable option for live chat ()
Chat Assistant Integration in Live Chat ()