📖Real-time Interactions

Take over from Reekolect, for personal attention to the users seamlessly.

Live Chat Feature Guide

This guide provides a detailed overview of the following:

• What is the Live Chat feature?

• How to integrate the Live Chat feature into your chatbot

• How to manage user queries via Live Chat

What is the Live Chat Feature?

The Live Chat feature in Reekolect enables real-time interaction between users and support agents. When integrated into a chatbot, this feature ensures that user queries can be directly transferred to an assigned agent for immediate resolution. This enhances user experience by providing instant support, improving customer satisfaction, and creating a more personalized and responsive communication channel.

How to Integrate the Live Chat Feature into Your Chatbot

1. Access the Reekolect Dashboard:

   • Go to Reekolect Dashboard and log in.

   • Select the chatbot you want to manage from the left sidebar.

2. Edit Chat Flow:

   • Click on "Edit Your Chat Flow" to modify the chatbot's behavior.

3. Add the Live Chat Component:

   • Under Trigger Action, select "Live Chat".

   • The Live Chat component will now be added to the chat flow.

   • Customize the message displayed when Live Chat is triggered.

4. Manage Team Members & Roles:

   • Click on "Manage Team" to view all team members and roles.

   • Add new team members by selecting "Add Team Member".

   • To manage roles, click on "Roles" and modify or create new ones.

   • For more details, visit Team Members & Roles.

5. Set the Live Chat Trigger:

   • Choose the message or question that will initiate Live Chat.

   • Under "Go to next message", select the Live Chat component.

How to Handle User Queries via Live Chat

1. Receiving a Chat Request:

   • A notification popup appears whenever a new chat request is received.

2. Accessing the Inbox:

   • Click on "Inbox" to view all active chats.

   • Select any chat to view the full conversation between the user and the chatbot.

3. Accepting or Initiating Live Chat:

   • Click "Accept Live Chat Request" to take over an ongoing conversation.

   • Alternatively, click "Initiate Live Chat" to start a chat with the user.

4. Responding to Users:

   • Once Live Chat is initiated, type your response in real-time and assist the customer directly.

By following these steps, you can seamlessly integrate and manage Live Chat on your chatbot, ensuring prompt and effective user support.