Livechat Feature : Conversation Starter Prompt

UChat now provides even more flexibility to live-agents. We now give users the ability to choose what starts/restarts a conversation. Previously, whenever the agent marks a conversation “Done”. The conversation is moved to the done folder, however if the bot user reaches out again, the conversation automatically moves to the “Open” folder.

This causes confusion among the live-agents between chats do need human support vs chats that do not. We now let users opt-in on this behaviour of livechat.

Turning On Conversation Starter

Inside your flowbuilder’s side menu, scroll down and click on Settings tab. Click on “Live Chat” tab and scroll down till you see “Live Chat Features”

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Click on Save to save the changes

Behaviour When Option is Enabled

Whenever this option is enabled, every new reply or message by the bot user WILL open up the conversation and if the conversation is moved to the “Done” folder, and the bot user reaches out again, the conversation will automatically moved from Done folder to the Open folder.

Behaviour When Option is Disabled

Whenever this option is enabled, every new reply or message by the bot user WILL NOT open up the conversation and if the conversation is moved to the “Done” folder, and the bot user reaches out again, the conversation will remain inside the Done folder until a live agent moves it or it is moved through bot automation.

Using Bot Automations

You can still use bot automations to move the conversations from Done folder to Open folder. This also lets you build a logic flow or apply certain conditions under only which the conversation will move to Done to Open folder.

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