Introduction

This detailed overview captures the essence of a live presentation focused on Jivo Chat, a versatile chatbot and live support platform.

The session provides insights into new features, integration capabilities, step-by-step setup instructions, and practical demonstrations of how to leverage Jivo Chat to enhance customer engagement, automate support, and streamline communication channels.

Overview of Jivo Chat and Its Benefits

What is Jivo Chat?

Jivo Chat is a comprehensive communication platform designed to facilitate real-time customer interactions via web chat, social media, and messaging channels. It combines live chat support with automation, AI, and third-party integrations to optimize customer service workflows.

Key Benefits for Users

Unique Features Highlighted

• Apple Business Chat Integration: Enables businesses to connect with customers via Apple's messaging platform.

• Visual Flow Builder: Simplifies designing conversation flows without coding.

• Multi-message Support: Send text, images, audio, videos, locations, and files.

• Button & Quick Reply Options: Guide users through predefined options, improving UX.

• Real-time Data Collection: Capture emails, phone numbers, dates, and files directly within chat.

Live Demonstration Highlights

Setting Up the Chat Widget

• The chat widget is embedded on a website, positioned typically at the top right corner.

• Upon page refresh, icebreaker questions (similar to Messenger's "ass breakers") automatically trigger, initiating user engagement.

• The demo showcases how clicking buttons starts automated conversations without requiring user typing.

Chat Interaction & Automation

• Message Types Supported:

  • Text, images, audio, videos, locations, files.

• Buttons & Quick Replies:

  • Enable routing users to different options or actions.

  • Example: Clicking "Yes" prompts email collection.

• Email Collection & Sync:

  • Users input their email addresses.

  • Data is automatically synced with external email systems like InChart.

  • Immediate email delivery confirms successful integration.

• Live Chat Transfer:

  • When users request human support, the bot pauses automation and transfers the chat to a live agent.

  • Agents can reply, send files, and resolve issues, after which the chat reverts to bot automation.

Practical Use Cases Demonstrated

• Lead Magnet & Training Course:

  • Offers free access to a training course via chat.

  • Collects user emails and sends automated follow-up emails.

• File Upload & Verification:

  • Users can upload images or files.

  • Email addresses can be verified in real-time.

• Automated Email Sending:

  • Sends personalized emails immediately after data collection.

• Live Support Handoff:

  • Users can request human assistance, seamlessly transitioning from bot to agent.

Building and Configuring Flows

Connecting Jivo Chat to Your System

• Obtain a token from the dashboard.

• Paste the token into Jivo Chat's extensions or integrations section.

• Upload a profile image and name for the channel.

• Save to establish connection.

Designing Conversation Flows

• Use the visual drag-and-drop flow builder to craft interactions.

• Example flow:

  • Greeting: "Do you want pre-access to Jivo Chat training?"

  • Options: Yes / No.

  • If Yes:

    • Ask for email.

    • Sync email with external system.

    • Send a follow-up email with links.

  • If No:

    • Offer alternative support options.

• Incorporate media messages, buttons, and user input fields.

Integrating with Third-party Systems

• Use mini apps or API connections.

• Examples:

  • UChart for lead management.

  • Google Sheets for data storage.

  • Email systems for automated messaging.

• Sample flow:

  • Collect user data.

  • Sync data with external CRM.

  • Send confirmation emails.

Installing the Web Chat on Your Website

• Navigate to channels > web chat.

• Copy the provided JavaScript snippet.

• Paste it into your website's landing page code.

• The chat widget becomes active, ready to trigger automated flows.

Advanced Features and Customization

Routing to Human Support

• Ask users if they need live chat support.

• If Yes:

  • Use pause automation.

  • Transfer chat to Jivo Chat live agents.

  • Agents can reply, send files, and resolve issues.

• After resolution, chat reverts to bot automation.

Handling Limitations

• Unsupported Message Types:

  • Cards, galleries, and persistent buttons are not supported yet.

  • Quick replies are available but buttons that disappear after use are limited.

• Future Improvements:

  • Support for richer message formats.

  • Enhanced AI capabilities for intent recognition.

Enhancing Support with AI & Data Flow

• Integrate Dialogflow or similar AI tools.

• Recognize user intent for more accurate responses.

• Categorize conversations to improve automation.

• Reduce manual support tickets further.

Next Steps and Community Engagement

• The platform hosts weekly Facebook Live sessions every Thursday at 9:00 PM.

• Regularly introduces new templates, solutions, and training courses.

• Users can submit requests or scenarios via a form in the Facebook group.

• The team commits to developing custom templates based on community needs.

• The goal is to empower users with ready-to-use solutions and comprehensive training.

Summary Table: Key Features & Processes

Final Thoughts

Jivo Chat offers a powerful, flexible platform for businesses seeking to automate customer interactions and streamline support workflows. Its visual flow builder, multi-channel support, and easy integration make it accessible even for users without extensive technical expertise. The live demo effectively showcased how to set up and utilize these features, emphasizing the platform's potential to reduce support workload, improve customer experience, and drive engagement.

The ongoing commitment to community-driven development and weekly training sessions ensures users stay updated with new features and best practices. As AI capabilities expand and message support improves, Jivo Chat is positioned to become an even more robust tool for modern customer communication.