How to Set Up an Automation for Live Chat

Workflows, Automation No Comments

The Benefits of Live Chat Integration

Integrating live chat into your CRM workflows offers several advantages:

  • Instant Responsiveness: By adding live chat triggers to your workflows, you can engage with customers immediately, based on their replies. This ensures that no customer query goes unanswered.
  • Efficient Communication: The live chat message action allows you to respond promptly to customer inquiries, streamlining communication and improving overall satisfaction.
  • Workflow Automation: Incorporate live chat into your automated workflows for a hands-free approach to customer interaction, making your processes more efficient and effective.

Setting Up Live Chat Triggers & Actions: A Step-by-Step Guide

To harness the benefits of live chat within your CRM, follow these steps:

  1. Access Automation: Navigate to the automation tab from the left navigation menu, then go to workflows and click on ‘+ Create Workflow’. You can start from scratch or use a template to begin setting up your workflow.
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2. Add a Trigger: Select the “Customer Replied” option from the triggers list to initiate the workflow based on customer replies.

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3. Filter Replies: Click on the ‘Add filters’ button, select the ‘Reply Channel’ filter, and then choose “Live Chat” from the dropdown menu. This ensures that the workflow is triggered by live chat interactions.

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4. Set Up the Action: Add the “Send Live Chat Message” action to your workflow. This will allow you to craft and send a message directly through the live chat.

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5. Customize Your Message: Write the message you wish to send in the live chat and save your settings.

Practical Applications and Examples

Imagine a customer inquires about product availability via live chat. With the live chat trigger and action set up, your CRM can automatically respond with stock information or direct the customer to relevant resources, enhancing their shopping experience without manual intervention.

Troubleshooting and FAQs

  • Q: What if the live chat message doesn’t send?A: Ensure that the “Send Live Chat Message” action is correctly configured and that there are no filters blocking the action.
  • Q: Can I personalize the live chat messages?
  • A: Yes, you can personalize messages using customer data fields available within the CRM to make interactions more engaging.