Agent Chat Settings


Sometimes the customers would prefer to talk to an agent over a chabot and type a query like "I want to talk to Agent" in such cases you can use the Live chat agent feature.

 

This feature lets the agent continue the conversation with the user as per their request and even when the bot fails to answer users query thrice it automatically switches to an agent. This saves the user from having a bad experience with the bot.

 

Add an agent to your bot by clicking on +Agent on the account dashboard. Here you will find details regarding your agent and activities done by them.

  

Agent

 

Here are the steps to add an agent to your chatbot

Step 1

Click on + Agent

 

Add-agent

 

Step 2

After clicking on add agent you will have to fill in the following details of your agent.

      • Name
      • Email-id
      • Select the bots
      • Set password.

 

Agent_details

 

Step 3

After adding agent's details click on save and head to the configure section and enable the agent chat setting.

 

Agent_settings

 
And your agent is added to your bot. When you enable agent chat on your chatbot. You can select some setting options from the following.  

Agent-settings

 

Agent type 

Select your agent type between Zendesk and Floatbot. Whichever, type you select the agent will be connected from that option.

Enable Fall back agent (Designed Escalation)

By enabling this setting, chatbot will automatically switch the conversation to an agent when it fails to answer any query thrice.

Auto Send Busy Message
This setting is useful when the agent takes time to connect to the user. After the user has requested for an agent and the agent is not able to connect within 10 minutes. A message will trigger that you’ve written in the box below.

Auto-busy-message

 

Inactive Agent Message

If there comes a gap for few minutes while the agent is having a conversation with the user then the conversation will be considered inactive. And the chatbot will lead the future conversation. The message you set here will trigger after the timeout.

 

 Inactive-message

Step 4

Once you've added an agent to your bot then go to the Setup AI section and reach Advance AI. You will see a live chat option on the left column. Click on that and enter all possible keywords your user may type to ask for an agent and click on save. After saving it is important to click on Build for the bot to perform the activity as desired.   

 

Keywords

 

 

  • Agents can login with the Email-Id and password (created while adding agent) from agent web app: https://floatbot.ai/livechat/ and manage their chats with customers from live chat dashboard.

 

  • When a user asks for live chat, agent dedicated to the bot gets the notification in the live chat dashboard. Where the agent joins the chat and can continue to conversation with the user.

 

Demo

 

  • The list of users can be seen from the “Chat Queue” tab.
  • Agents can also check the history of all the live chats from history tab.
  • Team tab shows the list of all the agents added in that floatbot account.
  • From the right of the dashboard, agents can make audio calls, video calls and exit chat.

 

Agent_dashboard