Chat Assistant Integration in Live Chat

Owned by Matthew Miao
Dec 02, 2024
4 min read

The Chat Assistant is an AI-powered integration within the Live Chat feature of UChat. It helps users quickly generate intelligent responses for ongoing conversations, improving efficiency and support quality. Follow the steps below to set up and use the Chat Assistant.

 

Step 1: Open the Live Chat Window

  • Navigate to the Live Chat section of your UChat platform.

  • Select a conversation from the list on the left-hand side.

 

Step 2: Access the Chat Assistant

  • In the chat interface, locate the Assistant button below the message input box (marked with a robot icon).

  • Click on the Assistant button to open the Chat Assistant panel.

 

Step 3: Use Custom Prompts

A. Enter a Custom Prompt

  • In the Chat Assistant window, you’ll find an editable field for the prompt.

  • Enter detailed instructions or context for the AI to generate the response. Examples:

    • “Write a polite message apologizing for the delay in resolving the user’s issue.”

    • “Explain the refund policy in simple terms.”

 

B. Select a Predefined Prompt

If you have set up predefined prompts, you can select one directly from the corner button labeled Select.

  • For example, you might create options like:

    • Apology for Delayed Response

    • Order Status Update

    • Refund Policy Explanation

 

  • After selecting a title, the corresponding prompt will automatically populate the text field “System Message”.

 

Step 4: Create New Predefined Prompts (Optional)

To further streamline your workflow, you can create custom predefined prompts directly in the Chat Assistant:

 

  1. In the Chat Assistant window, click the “+ New” button.

  1. Enter the following:

  • Title: A short and clear name for the prompt (e.g., "Delivery Delay Apology").

  • Prompt Content: A detailed instruction for the AI (e.g., "Apologize for the delivery delay and assure the customer it will arrive soon.").

  • Click Save to store the predefined prompt for future use.

 

The new prompt will now appear in the list under “Select” lightbox.

 

Step 4: Generate the Response

  • After entering the prompt, click on the Generate button.

  • Wait a few seconds for the AI to create a suggested response based on your input.

 

Step 5: Review the AI-Generated Message

  • The generated message will appear in the text box.

  • Review the content to ensure it aligns with your intended tone and context.

  • If needed, make adjustments to the message directly in the input box.

  • Alternatively, you can click Regenerate to have the AI create a new response.

 

Once satisfied with the message, click the “Use Suggestion” button.

 

Step 7: Send the Response

  • Now you will back to live chat window and you can click the Send button to deliver the response to the user in the chat.

 

 

Additional Tips

 

  • Customize Prompts for Specific Scenarios:

Use detailed prompts to guide the AI for better results, such as "Explain the solution step-by-step" or "Write a message thanking the user for their patience."

 

  • Stay Consistent with Brand Tone:

While the AI generates the response, always ensure it aligns with your company’s communication style.

 

By following these steps, you can effectively use the Chat Assistant to enhance your live chat interactions and provide faster, smarter, and more personalized support to your customers.