Serri 's Live Chat Page is the one-stop destination to receive & respond to all WhatsApp Chats. The Chats are organized in three sections: Active, Requested & Intervened Chats.
This tutorial is all about how to optimally use the Live Chat Panel.
Let's get started with understanding the different types of Chats:
Active Chats
All the chats that are been done by the WhatsApp chatbot come under Active Chats in the Serri platform.
The chats here mean they don’t require any human agent intervention as they are perfectly handled by the chatbot itself.
Also, if any new user initiates a chat with the business or replies to a message, the chat appears under the Active Chat section.
Requesting Chats
Whenever there is a query that the chatbot isn’t able to solve or if they want to speak to a human agent, the chat goes from Active Chats to Requesting Chats.
All the chats in this section basically mean they are waiting and need human agent intervention to get their unresolved query solved.
Also, all these requesting chats come on the top bar as well so that it is instantaneously seen by the agents. The chatbot is still active and running in Requesting Chats.
Intervened Chats
Once the Requesting Chats are intervened, they go from Requesting Column to Intervened Column.
Here, the chatbot is no more active and it has become a pure Live Chat system. The Agents can reply to the user’s query and once they are done, they just need to click on the ‘Resolve’ button on the top to transfer the chat again to the chatbot.
This brings the chat back to the Active column. Similar to Requesting Chats, Intervened Chats also stays in the top bar as well.
How to interact with customers using Live Chat?
A user sends you a text on WhatsApp
Whenever a customer messages you, the chat transfers to Active Chat. In Active Chat, the WhatsApp Chatbot handles all customer queries.
The Chatbot instantly replies with an automated text. If the user isn't satisfied with the answer, they can request intervention after which the chat goes to the intervened state.
2. User asks for Intervention
When a user requests 'Intervention', this means that they want to talk to your Live Chat Agent to resolve their query.
If you already have a Live Chat Agent Active on Serri Dashboard, they can intervene the Chat by clicking on the 'Intervene' Button.
3. Live Chat Agent Intervenes the Chat
Upon Intervention, your user & Live Chat Agent can talk in real-time. This enables your agent to provide answers to the user's query!
4. Click 'Resolve' upon completion of the query
The agent that intervenes in the chat is the only one who can view the Chat. So, upon successfully resolving a query, ask your agent to click the 'Resolve' button so that the chat is visible to everyone.
24 hours after the last conversation with the user, the chat will go to History Page.
5. Add/ Edit User Attributes
So, your agent successfully answered the user's query. But, while answering the query, they discovered that the user's email id had changed & wanted to save the new email ID.
The attributes section in the User Profile allows your agent to update the user's Email ID in the User Profile.
6. Adding/ Editing Tags
There are 2 Types of Tags: Automated & Manual Tags.
Automated tags include "First Message Tag", "API Tags", and "Broadcast Tags".
Manual Tags are added by you or your live chat agents. Assigning tags to users is really simple. First, configure all the tags that are relevant to your use case from Tags Category in Manage Section.
Next, your agents can click the drop-down button as shown in the image on the left & manually allot the tag to a particular user.
7. Monitoring a user's Customer Journey
Customer journey keeps a track of all the events exchanged between the Agent and the User.
For example, which Agent intervened in the chat, which agent added which tag, what all campaigns have been sent to the user and so on and so forth.
Moreover, the date and time of each event are also mapped.
Customer Journey gives you a proper idea of a user's intent & helps you send them better campaigns & template messages that lead to conversions.
FAQs
Q. What is the Chat Profile?
The chat profile contains all the parameters of the user interaction with the business.
Also, it maps all the events triggered by the business to qualify the user according to their interests which are used for sending personalized and targeted campaigns to the users in future.
The chat profile includes Basic Parameters, Campaigns, Attributes, Tags and Customer Journey.
Q. What are Tags and how to assign them?
Tags are the qualifying parameters that agents can assign to the users on the basis of their interaction with the business.
There are automated tags along with manual tags that agents can assign. Automated Tags include First Message Tags, API Tags and Broadcast Tags.
Assigning tags to users is really simple. First, configure all the tags that are relevant to your use case from Tags Category in Manage Section.
Once they are defined, the Agent needs to click on the drop-down option and select any of the pre-defined tags which he needs to assign to the user. The last step is to just click on the “Add” button.
Also, if the Agent wants to add a new tag that isn’t pre-defined already, a new tag can be created and added from the Tag section itself from the chat profile.
Q. What is the attributes section?
Attributes define user traits that help you differentiate them from others. These include email, country, gender, age etc.
This has all the attributes parameters of the users collected automatically via a chatbot in a conversational manner. The attributes are considered as the qualification parameters of the users.
Moreover, according to these attributes, the WhatsApp chatbot will suggest to the users some products or courses according to different use cases.
Q How to create new tags?
New tags can be created from the Tags Category in Manage Section or from the Tag Window itself in the User Profile.