The live chat functionality means that agents can communicate with contacts in real-time. The live chat can be embedded into your own website as well as being available on Halo's self-service portal.
We have added optional, out-of-the-box automations to the live chat so that some enquiries can be dealt with without having to speak to anyone - whether this is referring them to a knowledge base article or logging a ticket automatically.
To set up live chat, head to the 'Administration Console' > 'Channels' > 'Chat'
and make sure it is enabled.
Click into the module, and you'll be presented with a couple of Global settings.
Here you can decide whether to have it turned on on the self-service portal, how it will appear on the agent app and if there are any canned messages connected to the live chat.
There is a default, out-of-the-box chat profile readily configured that can be used - which you can see if you click on the 'chat profiles' button at the top of the screen.
Let's use the default chat profile as a walkthrough.
When you open up the profile, you'll be presented with a couple of options which determine access, appearance and ticket outcome. The code that would need to be used in order to embed the live chat to your website will also show here.
The complete information required will show on your set-up screen.
Once happy with the permissions above, you can save it - and then go to the 'bot flow' tab.
If workflows or chat flows are new to you, and this looks a little bit daunting - not to worry! This guide aims to talk through the steps.
The green square is the start, and the red squares are potential final outcomes of the chat. The yellow squares are what the contact is required to action (whether this is text or single selection from a list of options) and the blue is the response we'd like to send to the contact following their selection. White boxes are condition boxes that automatically move it to another step of the flow depending on the outcome.
The beginning of the live chat determines whether the contact on the other side is authenticated (meaning, they are an existing contact on your system). If they are, they will be presented with the selection of:
- 'I have a question'
- 'I'd like to report an issue'
- 'I'd like to speak to someone'
Depending on their choice, you can see that there are connecting lines to different steps. For example, for 'I'd like to speak to someone', it sends it off to a condition box to see whether there are any agents available, if yes, it moves it to 'step 10', if no, it will ask whether the contact would like a call back.
If they are not an existing contact on Halo, it will ask the contact to specify their name and email address which will then create a contact in your system.
The live chat can connect to the knowledge base, so depending on the enquiry that is presented, it can intuitively suggest knowledge base articles for the contact to read, ending the enquiry and reducing work for the agents.
If their query cannot be resolved with knowledge base articles, and there is no available agent for the live chat, a ticket can be automatically generated - meaning that when there is an agent available, this can be picked up and answered accordingly.
The contents of the chat is available within the ticket so that you can see the process the contact can gone through and read their enquiry first-hand, and not have to ask for them again to detail their enquiry.
The chat flow is configurable so that if you'd like it to ask more questions, or make the syntax more bespoke to your own brand, this can be set-up.
To make changes, press 'edit' in the top-left and then on the pencil icon on the square you'd like to change:
Once here, you're able to change any language or outcomes that you'd like and what happens when outcome X is selected. Once finished, don't forget to save it!
If you'd like any help with this, just contact us and a member of our support team will be able to help.