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Action Rules
Navigation path: Rules > Action Rules Summary Purpose Action Rules allow you to manage the visibility of your WebChat and allow you to initiate a conversation with a visitor at the right time. Functionalities / need to know An Action Rule consists of one or more rules. There are two types of Action Rules: WebChat and…
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Routing Rules
Navigation path: Rules > Routing Rules Summary Purpose Routing Rules allow you to assign incoming messages to the right team member or team. Make sure that specific questions are answered by a team member with the right skillset. Functionalities / need to know Routing Rules can be created for WebChat or Calling. A Routing…
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SLA Rules
Navigation path: Rules > SLA Rules Summary Purpose SLA Rules allow you to set goals of urgency for replying to messages within Live Chat. It helps you to ensure that specific customers or customers of higher importance get the support or treatment they expect. Feature descriptions Your first SLA Rule To create your…
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Forms
Navigation path: Automation > Flows Summary Purpose With Forms you collect customer requests (+ contact information) during off-duty times, and gather feedback after completed support interactions. Functionalities / need to know Forms can be triggered after conversation is marked as done Forms can be triggered…
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Flows
Navigation path: Automation > Flows Summary Purpose With Flows you can pre-model conversations, that can be used in different ways. Flows are Chatbots. For the purpose of automation, Flows can automate standard questions and requests, or be used by agents to easier handle repetitive tasks. From a marketing…
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Text Blocks
Navigation path: Automation > Text Blocks Summary Purpose With Text Blocks, you can provide agents with textual templates to faster anwer customer requests. Feature descriptions Your first Text Block New Text Blocks consist of: Using Text Block in Live Chat To learn more, go to Live Chat - Conversation Handling. Continue…