Live Chats

Interactive Guide

What is Live Chat?

The Live Chat feature in BotPenguin enables real-time interaction between your users and your support team. By integrating this feature into your chatbot, you can ensure that when users engage with the chatbot, their queries can be immediately addressed by an assigned agent. This feature enhances the user experience by providing instant support, improving customer satisfaction, and fostering a more personalized and responsive communication channel.

Benefits of Live Chat

• Real-Time Messaging: Lets you chat with users instantly when they interact with your bot.

• Chat Handoff: Switch from automated bot responses to a human agent without interrupting the conversation flow.

• Multi-Channel Support: Handle live chats from website, WhatsApp, Messenger, and other integrated platforms in one place.

• User Context: View user details and previous interactions alongside the ongoing conversation.

• Agent Availability: Team members can toggle their status (online/offline) to control when they’re available for Live Chat.

Video Guide:

How To Initiate Live Chat

1. To manage your chatbot, you first need to visit the BotPenguin Dashboard: https://app.botpenguin.com/home

2. To manage your bot, select it from the left sidebar.

1. Click on “Edit Your Chat Flow” to customize your chatflow.

1. Click on “Live Chat” under Trigger Action.

1. You will see Live chat component has been added.

2. You can also customize this message as per your requirements.

Manage Team:

1. Click on “Manage Team” to view all your team members and roles you have created.

1. You can add new team member by clicking on “Add Team Member”.

2. Click on “Roles” to view all the roles you have created.

1. For more details about Team Members and Roles visit https://help.botpenguin.com/botpenguin-resource-centre/how-botpenguin-works/team

2. Now, select the message or question that will trigger the transition to Live Chat.

1. In the “Go to next message”, select the Live Chat component.

How to User Queries via Live Chat?

1. You will receive a notification popup whenever there is a new chat request.

1. Click on “Inbox” to view all your chats.

1. Select any chat to view the entire conversation between user and your chatbot.

3. You accept the live chat request or either click on “Initiate Live Chat” to chat with user.

1. Now, you can initiate the live chat.

FAQ

If everything is correct and you are still unable to move forward, write to us at [email protected]. We will respond back within 48 business hours.