AiSensy's Live Chat Page is the one-stop destination to receive & respond to all WhatsApp Chats. This tutorial is all about how to optimally use the Live Chat Page without the WhatsApp Chatbot in place.
The User-profile summarizes all the information you need to know a user's intention to connect & send them relevant broadcasts & messages.
Customer Journey tracks all the actions exchanged between your agent & customer.
The attributes are considered as the qualification parameters such as Email, Country, Organization name based on which the Chatbot will suggest suitable products
Tags are the qualifying parameters that agents can assign to the users on the basis of their interaction with the business. E.g. Broadcast Tag, First Message Tag
Whenever a customer messages you, the chat transfers to Active Chat handled by the WhatsApp Chatbot.
But, in this case, the chat will directly go to the 'requesting' section.
Thus, you can only interact via human intervention without WhatsApp Chatbot in place.
Without WhatsApp Chatbot, conversations are only possible through Live 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!
The agent that intervenes 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.
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 User Profile allows your agent to update the user's Email ID in the User Profile.
There are 2 Types of Tags: Automated & Manual Tags.
Automated tags include "First Message Tag", "API Tags", "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.
Customer journey keeps a track of all the events exchanges 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,.
Our excellent customer support team is ready to help.