Agent Assist

Set Up a Welcome Message:

Automate a "Welcome Message" and greet the customers with a warm message when a customer initiates a conversation. These are set to reduce the agent's time towards a particular customer, ensuring he/she puts efforts for assisting more and more customer rather than wasting time in giving intros and all.

Key Fields To Understand

Welcome Message: Set up a warm welcome message.

Welcome Back Message: Set up a welcome-back message.

Add Button: Add a clickable element to make it more interactive.

Add Delay: Add delay to pause sending the message for a few minutes/seconds.

Add Conversation Label: Assign Label(s) to Your Conversation

Don't Show a Welcome Message: If the user has interacted before just a few minutes and again starts a conversation, then sending a welcome message is not needed. Configure that time limit at your discretion.

Ignore template messages: Sometimes customer responds on a template so sending a welcome message is not needed.

All these elements together curve it into a human-like conversation.

Set Up Welcome Message

Unavailable To Chat

Automate an "Unavailable to Chat" message to politely inform users that support staff is currently unavailable. There are cases where all the agents are busy with some other customers, tasks, or dealing with emergency situations; therefore, to maintain the customer experience, a 'message of unavailability at the moment' is required.

Key Fields To Understand

  1. Leave a message in the message box.

  2. Add buttons to make it interactive.

  3. Pause your message for a few seconds or minutes by adding a delay.

  4. Add a label to your conversation.

Automatic Chat Closure:

Close the chat if the user does not respond to any message after the pre-defined time.

The conversation auto closes after the 24-hour session window expires.

Export Chat History:

Export the chat history of all the customers to the registered email address.

Only one request can be made per hour.

If you want to export the history of a single customer, simply head over to his/her chat in the shared team inbox. Look for the 'export chat history' option in the customer panel and click export.

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