How to respond to Live Chats

If the live chat option is activated in your chatbot, you can receive direct messages from guests. If the chatbot does not know the answer to a question it has been asked, or if a visitor manually selects the live chat option, a message will be displayed in the inbox.

You can find these messages by clicking Live Chat in the side menu.

Answering Open Live Chats

• Under Open, you will find all messages waiting for a response.
• Select the message you want to reply to.
• Once you have responded to a message or the conversation has ended, click on Park Chat or End Chat to close the direct chat.

Note: A chat under Parked is still in live chat mode. If the visitor writes again, the chat will move back to Open. After 24 hours of inactivity, the chat will transition from Parked to Ended. This means the live chat is no longer active, and further inquiries will be handled by the chatbot.

Functions

• Messages can be assigned to a specific inbox or person. You can adjust this in the upper field of the chat window.
• You can create predefined text snippets. To do this, select the three dots in the lower field of the chat window.