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Monitored dialogs

What is it about ?

Monitored dialogs primarily allow operators to create dialogs and send them to the user to guide them, especially through their first steps with the bot, and to answer questions they might have asked through another channel (email, phone, etc.).

A concrete example: an employee calls the helpdesk on the phone and asks several questions. The operator wants to reply with the help of the bot so that they get their answers and can try a new communication medium at the same time. Thus, the operator creates a monitored dialog and sends them the link to the bot by mail with their answers. In addition, the operator will be able to follow the questions asked by the employee and resume the dialog in Livechat if necessary.

Note: it is possible to imagine other uses of monitored dialogs.

To sum it up, in this example, the monitored dialogs will be used to answer questions the bot already knows, and then to offer a first guide to the use of the bot to a beginning user or to someone not aware of the existence of the bot.

Important: in order to create a monitored dialog, it will always be necessary to retrieve the email address of the user in order to send him the monitored dialog.

Configuration

Follow these steps:

  1. To configure and enable the ability to create monitored dialogs, go to Integration >Web >Chatbox.

  2. Click the Show advanced view button and then click the red button of the Monitored dialogs module. This one will become green. Your module is now activated.

  3. From the Monitored dialogs module, do not forget to write readable values in resources.

  4. Click Update.

  5. In order to validate your changes, deploy your bot and its new configuration by clicking on the button then on Deploy.

    You can already keep the Deployment url below the toolbar.

  6. Then navigate to the general parameters of the Livechat that you can access from the Livechat parameters >General page.

  7. Go to Miscellaneous and enter the deployed URL that you previously retrieved at the top of the page (after deployment) in the Monitored dialogs - Prefix URL.

    Note: if the field is not available, you will need to add a preference to your bot by following the procedure from this page. Then repeat the procedure from this step.

  8. Then click Update.

You can also edit the template of the mail used to send the monitored dialogs to the user at the bottom of the page (section Monitored dialog mail template). Click Ok after the changes have been made.

The configuration of the monitored dialogs is complete.

Creating a monitored dialog

To create a monitored dialog, you must go to the Livechat operator interface.

  1. Click on the red eye from the menu on the left

  2. In the Dialog name field, enter the name of the dialog that will be displayed on the tab of the monitored dialog.

  3. In the Start knowledge field, enter the initial knowledge of the dialog. This field can be filled directly or its contents can be added by clicking on the knowledge search.

  4. In the Email address field, enter the customer's email address. It is important to note that email is required to create a monitored dialog. If a monitored dialog in low monitoring is created with an incorrect email address, the operator will have to create a new monitored dialog.

  5. The Strong monitoring option is checked by default. This opens a tab at the top of the operator's interface. If the option is unchecked, operating will be similar but there will be no tab on the operator console.

  6. Then click Ok to validate the creation of your monitored dialog.

The user will receive an email with a link to the chatbox with the initial knowledge that you entered when creating the dialog. Thus, the user can answer at any time and the dialog will be saved on the operator side, who can also guide the user towards other knowledge items.

The operator can also intervene if he realizes that the bot is not able to answer the question by offering help via the Propose help button at the bottom of the operator side window.

The user can activate a Livechat session by asking to speak to an operator. A standard Livechat session is then initiated if an operator is available.

To distinguish between the monitored dialogs from Livechat dialogs, monitored dialogs have a red eye (similar to the one you use to create the monitored dialog) on the left of the tab.