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CMS Handover Live Chat

Handover to Live Chat

Handover the chat to the live chat app in order. The trigger to define a handover to a human agent/person can be defined freely. Both the user and the agent can initiate a switch to live chat.

User triggers handover to live chat

In order to activate live chat mode a fixed mandatory conversational element needs to be triggered: fix-livechat-startbyuser

Example: Allow user to start a live chat if NLP fails:

Add a button to the fixed element that gets triggered if the NLP could not process the user's input properly. This element is predefined in every DialogShift client. It can be modified, but should not be renamed.

{
        "elementCode": "fix-nlp-fail",
        "elementType": "text",
        "txt": {
            "en": "Sorry, I didn't get that. Do you want to chat directly with our lovely staff?"
        },
        "buttons": {
            "type": "quickreply",
            "en": {
                "title": "Yes, chat with staff"
            },
            "successor": "fix-livechat-startbyuser",
            "removeButton": false
        }
}

If the user pushes the button this fixed element gets triggered:

{
    "elementCode": "fix-livechat-startbyuser",
    "elementType": "text",
    "txt": {
        "en": "Our agent will be with you shortly 😃"
    }
}

The user is always able to close the live chat with the "close" button provided by the chat widget (website & mobile). If the user requests to end the live chat the fixed element fix-livechat-endbyuser gets triggered. This element can also be freely edited as long as the elementCode is untouched.

Agent opens a live chat to a user

An agent can open a live chat to a known user - that is a user that has requested a live chat before.

Remark:
Live chats cannot be openend with a user that has never requested a live chat. This is to protect the confidentiality of the chat with the AI.

If the live chat gets opened by the agent the element fix-livechat-startbyclient will be triggered.

If the live chat gets closed by the agent the element fix-livechat-endbyclient will be triggered.

These elements cannot be renamed but can be modified in any other aspect.