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 Smart Agent Chat tool for it. This tool is created for operationally managing user chats.
You can go through the below introductory video of Smart Agent Chat to take a birds eye-view of the tool.
Using Smart Agent Chat
Agents and Team Leads are the users of this tool. They can take daily chats on their business as agents and analyse or monitor chats as team leads.
There are three sections in this tool:
- My Chats - This section is used by agents.
- Businesses - This section is used by business owners or team leads.
- Teams - This section is used by team leads.
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. You can read more about it here.
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 Smart 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. You can read more about it here.
The sidebar remains constant throughout the tool.
You can check the latest features and relases from the sidebar as shown below -
The toggle buttons helps you to navigate to different tools which you have access to.
From the My Profile option you can check your profile and see all the partners you have access to.
You can also logout from the platform using the Logout option
The Help section allows you to raise any query/issue you are facing with the platform. To know more about Help section, click here.