Livechat Feature : Conversation Starter Prompt

With Flexito OmniAI's enhanced conversation management, live agents can now better control when and how conversations are re-opened, reducing confusion and improving efficiency. Learn how to customise these settings to suit your team's workflow.

Flexito OmniAI now offers greater flexibility for live agents by allowing users to decide when a conversation starts or restarts. Previously, once an agent marked a conversation as “Done,” it would move to the done folder. If the bot user contacted again, the conversation would automatically shift back to the “Open” folder.

This automatic reopening could confuse live agents about which chats required human intervention and which did not. Now, users can choose to enable or disable this live chat behaviour.

How to Enable Conversation Starter

In your flowbuilder's side menu, navigate to the Settings tab. Then, click on the “Live Chat” tab and scroll down to find the “Live Chat Features” section.

Click 'Save' to confirm your changes.

Behaviour When the Option is Enabled

When this option is enabled, any new message or reply from the bot user will automatically reopen the conversation. If the conversation was in the “Done” folder and the bot user reaches out again, it will be moved back to the Open folder.

Behaviour When the Option is Disabled

When this option is disabled, new messages or replies from the bot user will not reopen the conversation. If the conversation is in the “Done” folder and the bot user contacts again, it will stay in the Done folder until a live agent moves it or it is moved through bot automation.

Utilising Bot Automations

Bot automations can still be used to transfer conversations from the Done folder to the Open folder. This allows you to set up logic flows or conditions under which conversations will shift from Done to Open.