Configuring Chatbot Live Chat Settings

Enabling Live Chat

In order to use Live Chat features, you will first need to enable Live Chat in your instance.

To enable Live Chat settings, do the following:

1. Click Chatbot in Lead Gen & CRM's left toolbar.
2. Click Enable Live Chat.
3. Click Connect to Slack.
4. Enter your workspace's Slack URL.
5. Click Continue.
6. Sign in to Slack, if prompted.
   
   Note: You may not need to enter credentials if you are currently logged in to Slack's web-based client.
7. Enter two-factor authentication information, if prompted.
8. Click Allow.
9. Click Setup. 
   
   Note: Clicking Setup will open the main user configuration modal. Clicking Close will complete the connection process and close the modal window. You can configure Live Chat users at any time. 

Adding Chat Users 

Once you have enabled Live Chat, you can give users the ability to directly communicate with site visitors. The Live Chat users you add to the feature will be able to communicate through Slack.

Be aware that your Live Chat users will need to have Slack installed in order to use this feature effectively. Site visitors do not need to have Slack installed, as they will only ever see the chatbot on the site they are visiting.

To add chat users, do the following:
 

1. Click Chatbot in Lead Gen & CRM left toolbar.
2. Click Live Chat Settings.
3. Enter the desired user's name in the Select Live Chat User field.
4. Select the user's name.
5. Repeat as necessary.
6. Click Save.

Setting Chat Availability

Added users can be set as available for chat. Users who are set as available will be those users who will directly communicate through Slack with site visitors who have requested communication via Live Chat.

To set chat availability for users, do the following:

1. Click Chatbot in Lead Gen & CRM's left toolbar.
2. Click Live Chat Settings.
3. Locate the desired chat user.
4. Set the Availability toggle to either Available or Unavailable.
5. Repeat as necessary for other chat users.
6. Click Save.

Available users will have a    blue dot next to their    User Settings avatar in Lead Gen & CRM's top toolbar. This indicates that they are available for Live Chat communication.  

Removing Chat Users

You can remove users from Live Chat at any time.

To remove users from Live Chat, do the following:

1. Click Chatbot in Lead Gen & CRM's left toolbar.
2. Click Live Chat Settings.
3. Locate the desired chat user.
4. Click    Remove.
5. Repeat as necessary for other chat users.
6. Click Save.

Disabling Live Chat

You can disable Live Chat features as necessary. To disable Live Chat features, do the following:

Important: Disabling Live Chat will disable the connection between Lead Gen & CRM and Slack. It will also force chatbot workflows using this action to default to the away message. Modify those workflow branches before disabling Live Chat.

1. Click Chatbot in Lead Gen & CRM's left toolbar.
2. Click Live Chat Settings.
3. Click Disable Live Chat.
4. Type Confirm.
5. Click Disable.

Using Live Chat Actions in Workflows

You can configure your chatbot workflows to contain an action to divert site visitors with questions into a Live Chat channel in your Slack instance.

To add an action to send site visitors to your Live Chat Slack channel, do the following:

1. Click Chatbot in Lead Gen & CRM's left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Route to live chat.
   
   Note: This action will be unavailable if Live Chat is not enabled. Enable Live Chat will be listed instead.
6. Enter the desired public Slack channel in the Slack Channel field.
   
   Note: You can only use public Slack channels. If you enter a Slack channel name that does not exist in your Slack instance, the channel will be created when this action fires.
7. Enter a display message in the Away Message text editor.
   
   Note: Both a Slack channel and a display message are required.
8. Click OK.

Configuring Slack Permissions

In order to effectively utilize the chatbot with Slack, your Slack administrator will need to configure Slack channel management permissions in a way that suits your workspace's Slack instance.

Specifically, your Slack administrator will need to configure permissions that permit users to create and archive channels.

To configure Slack permissions, do the following:

1. Log into your workspace Slack instance.
2. Click your Slack instance name at the top of the left panel.
3. Click Settings and administration > Workplace Settings.
4. Click the Permissions tab.
5. Click Expand in the Channel Management section.
   
   Important: You must have administrator privileges in your Slack instance to change management permissions.
6. Select Everyone, except guests from the People who can create public channels drop-down menu.
7. Select Everyone, except guests from the People who can archive channels drop-down menu.
   
   Important: Lead Gen & CRM has no control over how Slack grants or configures application permission. Slack may change how permission is modified at any time and without warning. These procedures are constantly changing. This procedure and all associated information may be outdated.
8. Click Save.

Refer to Slack's external documentation for more information on installing and using Slack.

Communicating via Slack

Once you have configured Live Chat settings and added the Live Chat action to a chatbot workflow, site visitors who navigate your workflow to that point will then be able to communicate with available Live Chat users. 

Available users will communicate through Slack, which will allow for a log of communication between the site visitor and the Live Chat user. The site visitor will only ever see and communicate through the chatbot on the site they are visiting.

To communicate with site visitors who have opened a Live Chat conversation via a chatbot, do the following:
 

1. Log into your workspace Slack instance.
2. Click the Slack channel that was set in the workflow action.
3. Click the Join Live Chat link.
   
   Important: Users must have display names set to their accounts in order to chat without issue.
4. Converse with the site visitor as necessary through the Slack message window.
   
   Important: Pop-up blockers will prevent the chatbot from loading on your site.
5. Type one of the following in the Slack message when the conversation concludes:
   • /endlivechat before the site visitor leaves the chat
   • /archive after the site visitor leaves the chat

Be aware that /endlivechat is a slash command that is specific to the Lead Gen & CRM integration for Slack. Similarly, /archive is also a slash command—but it is a core slash command in Slack.

Typing either command will end the conversation and also archive the channel. That said, the user who types /endlivechat or /archive must have the appropriate permissions in Slack to be able to archive channels. 

Note: Please be aware that /endlivechat is a slash command that is specific to the Lead Gen & CRM integration for Slack, it is not a universal slash command. 

When another site visitor opens a Live Chat session, a new channel will be made, and the archived channel will not be opened.

Refer to Slack's external documentation for more information on installing and using Slack.

Regarding Preview Mode

You can preview your chatbots as necessary, which allows you to view how a chatbot operates and functions. Issues with a chatbot's overall logic path, statements, or other components can be seen and attended to before you activate it.

When you open a chatbot in preview mode, a webpage with the chatbot is opened in a new browser tab. In this preview mode, all interactions you make with the chatbot will be in offline mode. Additionally, interactions in preview mode will not push to Lead Gen & CRM or send Live Chat requests.

Questions?