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.
Frequently Asked Questions
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.
How is the information collected in the pre-chat saved in ChatBot?
Collected information is later passed to ChatBot as default attributes with the default_ prefix*, and you can use them in your story.
Keep in mind that questions from the survey will be passed to ChatBot in the same form along with the default_ prefix*. E.g., Question: “What is your phone number?” will be passed as the default_Whatisyourphonenumber attribute, and the number will be the value of this attribute. Remember that the characters here are case-sensitive.
How can I delete a bot from my Agents list in LiveChat?
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You can do so by going to the Chatbots list and selecting the chosen bot. Next, select the pen icon in the top right corner. At the bottom, you will find the option to Delete ChatBot.
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Make sure you’re the person responsible for creating the bot. If you’re not the one who integrated the bot with your LiveChat account, you won’t be able to delete it,
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If the person who created the bot is no longer available to delete the bot, please contact us at support@chatbot.com and we’ll take care of that for you.
It says that my tokens are expired.
It’s difficult to establish why this may have happened (sometimes it happens randomly, sometimes it’s due to a role change on your account). Make sure to reconnect your bots by selecting them.
I have LiveChat greetings turned on, but the bot sends a fallback message once the user selects the button.
If your customers are sent a fallback message, that means the bot can’t recognize the phrases attached to your greetings. You’ll need to replace the phrases within your story in order for the proper bot reply to be sent. Find more information on how to set it up.
My customers are greeted twice by the bot. How do I fix this?
This happens because there are two greetings set up — one from LiveChat and one from ChatBot. It’s not possible to remove your LiveChat Welcome message. What you need to do is edit your story — remove or edit your Welcome Message. You will find it at the beginning of your story.
How to ask for personal information before the chat starts?
You can use the pre-chat survey in LiveChat to gather data from your customers to be able to contact them later and have all the relevant information at hand. Additionally, you can use attributes such as the Name to make the bot address your customers in a more personal way.
How can my customers rate the chat after it ends?
You can use the post-chat survey in LiveChat, which is a useful tool to check what your customers think about your support or the chat with the bot.
How many chats can the bot/my agents take at once?
Your agents and the bot can handle up to 500 chats at once.
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