This feature is currently only available for non-Automotive Revenue Digital Assistants™.
This recipe will explain how to create an option for customers to request support through the Website Chat conversation and route an alert to your support team.
Create a Quick Reply Button to Request Support
Create a Website Chat Team
Add a “Support Team” User
What you’ll need
- Access to Conversation Editor
- The ability to create and edit Conversica Users, Profiles & Teams
Creating a Quick Reply button to request support
Follow these steps to create a Quick Reply button that visitors can click to request support.
- From the Conversation Editor hover over the Website Chat Outreach conversation and select your active list from the Drop Down.
- Hover over the first Representative Response field and click Edit.
- Locate the “I need something” Response category and click the edit icon.
- Update the text to “I’m a customer and need support” and click the checkmark.
- Confirm the “Show Button:” is checked to create a Quick Reply button in chat.
- Click Save Changes.
Create a Website Chat Team
Typically, Conversica users will already have a Website Chat Team created to assign Website Chat leads, if this is the case you can skip this step.
If you do not have a Website Chat Team follow these steps to create a Website Chat Team in Conversica.
- From the Conversica dashboard access Users, Profiles & Teams.
- Follow the steps outlined in our Add a Team article to create a “Website Chat” Team
- Assign all Conversica users that will be assigned Website Chat leads.
- Click the “+ Assign a New Manager” to add users you want to manage this Team.
- Click Save Team.
Add a “Support Team” User in Conversica
When a visitor engages via Website Chat and clicks the “I need support” Quick Reply button, your AI Assistant will create a lead and assign it to a Rep with the Further Action lead status.
In order to route these Further Action email alerts to your Support Team’s inbox, follow these steps to create a User that will be copied on the assigned Rep’s Further Action email alerts.
- Access Users, Profiles & Teams from the Settings tab on the Conversica dashboard.
- Click Add User to create a “Support Team” user.
- Complete their Basic Settings.
- Use the email inbox that case or ticket requests for Support are routed to.
- Add this user with a manager profile and choose your “Website Chat” Team.
- Provide this user with Dashboard Access under “Miscellaneous Settings.”
- Click Alert Settings.
- Ensure that this User opts into Further Action Lead Status Alerts under:
- “Alerts for Leads You Work”
- “Receive Alerts for Users You Manage”
- Opt in to receive alerts for the existing user(s) that Website Chat leads are assigned to by clicking For These Users and selecting users.
- Ensure that this User opts into Further Action Lead Status Alerts under:
- Click Team Settings
- Click the “+” icon to add this user as a manager of the Website Chat Team.
- Click Save.
Your visitors can now request support directly from their website chat conversation that will send an email alert to your Support Team’s inbox. Visit our article on Website Chat Customization for more options to deploy!
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