LiveChat is a robust customer service platform that lets you connect with your website visitors in real-time. The product helps you deliver high-quality customer service and boost online sales. If you integrate ChatBot with LiveChat, you can combine AI scalability and the human approach into your support services.
Integration benefits
The ChatBot and LiveChat integration helps you improve the quality of your support services and boost your team’s performance.
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The bot can answer popular questions and solve minor problems. It gives your support agents more time to focus on complicated customer issues.
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The bot can work 24/7. This means it can serve customers when your team is off.
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One bot can answer multiple chats at once, lowering wait times. The bot can take up to 500 chats at once.
Integration specifics
There are a couple of things you need to remember while using the ChatBot and LiveChat integration:
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Your bot can be found in the Chatbots section of the Team tab in LiveChat.
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You can choose to whom the chat should go within the group - the bot or your real agent.
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You can choose if the chat should go to the agent and skip the bot if the user is a returning one with the Remember recent agent option.
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ChatBot can perform particular actions only with LiveChat integration, including Transfer and Send transcript.
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By default, the chatbot is assigned to group 0 (General). You can change the group in the Transfer action settings.
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The chatbot can transfer a chat to a human agent, and a human agent can transfer a chat back to the chatbot.
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All chats with the chatbot are archived both in ChatBot and LiveChat.
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All chats the chatbot handles are automatically tagged as a “chatbot”. Additionally, chats transferred to human agents get an additional tag: “chatbot-transfer”.
LiveChat actions for ChatBot
LiveChat offers extra features to help you better communicate with customers using ChatBot.
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Transfer allows you to pass ongoing chats to human agents when human expertise is needed.
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Create ticket lets the customer create a ticket and leave a message for your support team.
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Transcript enables you to send chat transcripts to a defined email address.
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Tag chat lets the chatbot tag ongoing chats so that you can easily find them in the Archives.
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Mark goal helps you set goals for your chatbot conversation to easily track them.
Additionally, LiveChat integration supports rich messages that allow you to use cards, buttons, carousels, and quick replies to create your chatbot replies. They make your conversation more dynamic and engage the user.
FAQ
Can I send chat transcripts to my email?
Yes. You can send chat transcripts directly to your mailbox.
Can I turn the bot off when needed?
You can plan your bot’s availability in the work scheduler that’s offered in the Business and higher plans. It’s also possible to turn the chatbot on and off manually.
Can I take over the chat from the bot?
Yes, you can see the chat in real time with the Supervise option in LiveChat. You can also take over the chat anytime in the LiveChat app.
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