Website Chat Recipe: Connect to a Live Chat Agent

This feature is currently only available for non-Automotive IVAs.

This recipe will show you how to set up a link to your Live Agent chat client in the Website Chat conversation. Once this link is configured, visitors who request to talk with an agent will be able to do so in a separate popup window.

Create a Quick Reply Button to Speak with a Live Agent
Edit the Conversation to Provide a Link to a Live Agent
Customize Website Chat to Create a Popup Window

What you'll need

• Access to the Website Chat Preview Tool
• Access to Conversation Editor
• An active link for your Live Agent Chat service (i.e. Zendesk or Gladly)

Creating a "chat now with agent" Quick Reply button

Follow these steps to configure a Quick Reply button that visitors can click when they want to speak with a Live Agent.

1. From the Conversation Editor hover over the Website Chat Outreach and select your active list from the Drop Down.
2. Hover over the Representative Response field following “Qualify Information (Chat)” and click Edit.
3. Locate the Response Category titled Option 1-4 and click the edit icon.
4. Update the text to “chat now with an agent.” and click the checkmark.
5. Confirm the “Show Button:” is checked to create a Quick Reply button in chat.
6. Click Save Changes then Close to return to the Conversation Editor. 

Editing the conversation to provide a link to a Live Agent

By updating these fields in the Conversation Editor you will be editing your AI-powered assistant's message to provide website visitors with a link to your Live Agent chat service.

1. In the third grouping of AI-powered assistant Messaging, hover over the fourth messaging category for Additional Outreach (Chat) and click Review/Edit.
2. Edit the Link 1-4 field to reflect your scheduling link URL.
3. Edit the Option 1-4 field to state “chatting with an agent.”
4. Click Save Changes.

Customizing Website Chat to create a popup window

1. Open the Website Chat Preview Tool link provided to you by Conversica.
2. In the Customizations section add the following text:

"popupURLs": [
    {
      "URL": "https://insertschedulinglink.com",
      "width": "###px",
      "height": "###px"
    }
  ]

3. Click Submit.
   1. If your customizations result in any errors, the Preview Tool will notify you.
   2. If there are no errors, The Preview Tool will reload and display your chat avatar and customizations for you to review.
4. Once you’re satisfied, copy the Javascript and deploy this code to your website.

Note: If the dimensions of your Live Agent Chat Service would fit within the Website Chat Conversation, you can embed the link in the conversation by following the steps outlined in the Website Chat Recipe: Book a Demo with Your Team.

Your AI-powered assistant will now be able to hand the conversation off to a Live Agent in a separate window. If you’re looking for additional Website Chat customization options please visit this article.