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Introduction
In today's digital landscape, live chat has become an essential tool for businesses seeking real-time engagement with their customers.
An optimized live chat not only improves user experience but also streamlines team workflows, leading to increased satisfaction and conversions.
This guide provides a detailed overview of customizing your live chat settings to make it more efficient, user-friendly, and aligned with your operational needs. Whether you're just starting or looking to refine your existing setup, these insights will help you leverage the full potential of your live chat system.
Deep Dive into Live Chat Customization
1. Accessing and Navigating Live Chat Settings
Begin by locating the Live Chat Settings within your platform. These settings are the foundation for customizing your chat experience. Key areas include:
Setting | Purpose | Options/Notes |
|---|---|---|
Conversation Visibility | Controls who can see assigned chats | Roles: Owners, Admins, Supervisors, Agents, Members |
System Messages | Logs chat triggers and status changes | Enable to monitor chat events like pause/resume, assignment |
Audio Transcription | Converts audio messages to text | Enable for automatic transcription of user audio messages |
Functional Icons | Manage visibility of chat icons | Hide or show icons based on preference |
Custom URL (iFrame) | Embed external CRM or tools | Enable and configure for seamless integration |
Live Chat Integration | Connect with other apps (e.g., Slack, mobile apps) | Set up to receive and reply to messages externally |
Automation Pause Time | Define delay after agent response | Default is 30 minutes; adjust as needed |
SMS & Email Integration | Send SMS or emails via chat | Select provider and email profile for automated messaging |
Notifications | Manage alerts for new or assigned chats | Enable, mute, or customize notifications |
2. Managing Conversation Visibility and Logs
Role-Based Access: Assign chats to specific roles to control who can view or respond.
Logs: System messages record chat events, aiding troubleshooting and performance tracking.
Use Case: For sensitive conversations, restrict visibility to relevant team members, ensuring privacy and efficiency.
3. Enabling and Utilizing System Messages
Purpose: Track chat lifecycle events such as opening, assignment, or pausing.
Benefit: Provides transparency and helps in analyzing chat flow and agent responsiveness.
Implementation: Turn on system messages to automatically log these events, which can be reviewed later for insights.
4. Audio Transcription Feature
Functionality: Converts user audio messages into text, making it easier for agents to read and respond.
Use Case: Ideal for users who prefer voice messages, enhancing accessibility.
Setup: Enable within settings; ensure transcription accuracy by selecting appropriate language models.
5. Custom URL and CRM Embedding
Purpose: Embed external tools or CRM systems directly into the chat interface.
How to Use:
Enable Show Icon Custom URL.
Input the iframe URL of your CRM or tool.
Access via chat icon for quick reference or data entry.
Benefit: Streamlines workflows by reducing context switching.
6. Live Chat Integration and Automation
Integration Options: Connect with mobile apps, Slack, or other platforms to receive and respond to messages.
Automation Pause Time: Adjust the delay period (default 30 minutes) before the chat is marked inactive or escalated.
SMS & Email Automation:
Obtain user phone numbers or emails.
Select appropriate profiles for automated responses.
Send follow-ups or notifications seamlessly.
7. Notification Management
Customizable Alerts: Enable notifications for new chats, assigned conversations, or mute as needed.
User Experience: Keeps agents informed without overwhelming them, maintaining focus and efficiency.
8. User Fields and Custom Data Management
Custom User Fields: Add specific data points like SKU, customer preferences, or loyalty status.
Pinning Fields: Prioritize important fields by pinning them to the main profile view.
Use Case: Quickly access critical customer information during chats, improving personalization.
9. Advanced Features: AI Prompts and Agent Assist
AI Prompts:
Create predefined prompts for common responses or translations.
Use the AI Hub to add prompts for tasks like language translation, spelling correction, or content generation.
Select prompts during chat to automate or assist responses.
Agent Assist:
Load chat history and suggest responses based on user queries.
Add prompts to guide agent replies, such as providing a tour plan.
Edit suggested responses before sending, ensuring accuracy and personalization.
Benefit: Enhances agent productivity and consistency, especially for repetitive tasks.
Final Thoughts and Best Practices
Optimizing your live chat system is a continuous process that involves leveraging available features to suit your operational needs. By customizing settings such as conversation visibility, system logs, integrations, and AI tools, you can create a more efficient, responsive, and personalized customer experience. Remember to:
Regularly review chat logs and system messages for insights.
Use AI prompts and agent assist features to reduce response times.
Manage notifications to stay informed without distraction.
Embed relevant CRM data for quick access and better service.
Adjust automation and pause times based on team capacity and customer expectations.
In conclusion, a well-configured live chat system not only improves customer satisfaction but also empowers your team to work smarter. Take the time to explore these features, tailor them to your workflow, and continuously refine your setup for optimal results. Your customers will thank you for it, and your team will operate more smoothly than ever before.