Chat Solutions at Haptik can be powered entirely by Artificial Intelligence (AI) or by a combination of AI and Chat Agents. We have built a Live Agent Chat tool for it. This tool is created for operationally managing user chats.
Using Live Agent Chat
To use this tool, users are to be created with a specific set of permissions. The users can then start monitoring and taking daily chats on their business. Live Agent Chat tool has the same capabilities of the AI along with additional functionalities such as chat flow analytics, assignment of chats by managers etc.
There are three sections in this tool:
- My Chats
You will read about the above concepts in subsequent sections.
My Chats is a section, where you converse with users i.e. agents receive and send messages.
Tip: In case a bot is unable to respond to a query, which is outside the chat flow, the chat is handed over to a chat agent.
Chat flows are designed to guide the user through a specific problem and to ensure the best experience for all users. And our Live Agent Chat tool helps connect users to agents for answering their queries.
Tip: "Agents" are people who chat with users on the tool.
Businesses and Teams are sections to analyse your business/team data and configure respective settings for incoming chats.