📖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
Access the Reekolect Dashboard:
Go to Reekolect Dashboard and log in.
Select the chatbot you want to manage from the left sidebar.
Edit Chat Flow:
Click on "Edit Your Chat Flow" to modify the chatbot's behavior.
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.
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.
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
Receiving a Chat Request:
A notification popup appears whenever a new chat request is received.
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.
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.
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.
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