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Livechat escalation

From knowledge to operator

The Livechat allows to connect the user with a human operator. It is possible to trigger Livechat sessions:

  • Without user having conversations with the bot. In the case, you have to define an event-triggered knowledge in order to trigger the livechat. Below are 2 examples of event triggers:
    • A user has been staying several seconds on a specific page;
    • A user has visted a specific sequence of pages. (Refer to the Event-triggered knowledge) section to find out more.
  • After a dialog with the bot, while remaining in the same dialog box. Redirection can be done according to several rules:
    • Misunderstood sentences during the dialogs;
    • An answer requires clarification;
    • A question of a given tag is asked;
    • The user asks to speak to an operator;
    • The user gave a negative opinion or a specific reason for dissatisfaction.

Creation of knowledge with escalation

Escalation to a Livechat operator is only suggested if an operator is available. We must therefore connect to the web service to identify the availability of operators.

  1. Create your context condition to check the availability of operators. To do so, go to Content > Context conditions.

  2. Fill in the fields as shown in the image below:

  3. Return to Content >Knowledge and create a knowledge for Livechat escalation.

  4. Click the button to add a context condition and select the condition An operator is available.

  5. Click Update.

  6. To connect to the Livechat, edit the answer to connect to the Livechat and click More options.

  7. Click the Other Options then go to Define a GUI action.

  8. Click the icon LiveChatConnect.

  9. Click Update. Your Livechat escalation is now effective.

If an operator is available, the user is directed to the left branch and is put in contact with an operator. If no operator is available, the user will have the answer provided in the branch on the right.

Here is a proposal from Livechat in an answer:

The sentence on which the user clicks to test the availability of an operator must redirect to a connection-making knowledge like the one above: "I would like to speak to an operator".

It is also possible to redirect the user to an operator with a particular competency.

When you have defined competencies for each operator, you can choose to assign each competency to a knowledge. Competencies appear in the list of context conditions when you create your branch:

Knowledge creation in Livechat only

After defining the internaut activity rule to apply (see the list of rules in Internaut activity chapter), you can choose different ways to propose the Livechat.

When you create the internaut activity answer, click Other options then the icon in order to fill in the Define a GUI action field.

Functions

  • Clear Interaction History: use it when you want the bot not to take into account the history of interactions it has already had with the user;
  • LiveChatConnect: to use when switching after a automatic chat dialog;
  • Open chatbox: open the dialog box when connecting to the Livechat;
  • ProposeHelp: allows the bot to open a small window and offer help to the user;
  • Show sidebar only: if – for some knowledge and upon detecting a given rule – you do not want to establish a Livechat connection, but rather display a message, you can use the sidebar. Write your message in the sidebar, without forgetting to give it a title and choose this option.

Teaser

  • Teaser: when a Livechat trigger rule is fulfilled, the dialog box is not directly open. It is indeed possible to display a call button. So, clicking this call button triggers the opening of the dialog box;
  • Call button triggering a knowledge: a click on the call button triggers the use of a knowledge of knowledge base, ie the click will trigger the opening of the dialog box displaying the answer of the selected knowledge;

When you choose Teaser, you have different options:

  • Teaser type: choose if your call button will look like a "button" with fade (with a space between the bottom of the button and the bottom of the page) or as a "label" (a strip staying at the bottom of the page);
  • Time before the teaser disappears: you can decide that the call button disappears after being displayed for x seconds. To do so, write down the number of seconds here. If you do not want it to disappear, leave -1;
  • Direct connection with operator: if you check this box, the user will be connected to an operator by clicking the call button. If you do not check this box, a dialog box will be display when the user clicks and their first question triggers the connection to an operator.

When you choose Call button triggering a knowledge:

You have the same two options previously seen as Teaser type and Time before the teaser disappears.

  • Triggered knowledge: enter here the title of the knowledge to trigger after clicking on the call button.

In addition, note that you have the ability to create predefined answers for your Livechat sessions. To learn more, click here.