Overview
Chat modules allow you to redirect your customers to a chatbot that they can interact with, or use for self-care purposes. Any questions can then be handled via a messaging Smart messaging.
Prerequisites
- The Smart routing you want to use with the chat module.
- you must put it in production beforehand.
- The picture(s) you intend to use for the chat module.
Configuring
Creation
Upon creation, you will be asked to enter several parameters to make the best use of your chat module.
These parameters are as follows:
- Name: the name of your choice.
- Reference: must be unique.
- Tag: for statistics purpose (see the dedicated article).
- Time zone: default (according to the settings of the general parameters) or custom.
- Language: default (according to the settings of the general parameters) or custom.
- Smart routing: the Smart routing you want to use as an entry point.
- End-of-interaction Smart routing: the Smart routing you want to use as an endpoint.
Once it’s done, you can now open your chat module and customize it.
This interface allows you to :
- automatically send the conversation by email
- to have a dedicated URL for this chat module
- customize the module: simple or complete interface ? Which color ?
You can also include triggering strategies. For more information, see the dedicated article.
Integration
On the page listing the chat modules, you can find an integration button (in first position on the screenshot below):
Clicking on this button will open a pop-up window with a link that you can then copy to include the chat module in an HTML page.
SMS campaigns
It is possible to include a chat module in an SMS campaign: a link will allow your customers to access it and answer questions (for example).
For more information, see the dedicated article.
Smart routing: messaging
You will need a messaging Smart routing if you want to use a chat module. For more information, see the dedicated article.
Smart routing action
You can use a chat module with the “Digitalization” action only. For more information, see the dedicated article.
Tips
- You can preview how your chat module will look when you customize it.
Preview
Here is what a chat module can look like once configured, with the advanced interface.
Use case
My request: I want to ask my service customers to fill out a survey with a chatbot once their call is over.
Step-by-step process:
- Open the Maker.
- Go to “Routing”, then “Messaging”.
- Check the Smart routing you want to associate with your chat module, and put it in production mode. Otherwise, it won’t work properly.
- Go to “Entry points”, then “Chat modules”.
- Create your module and associate your Smart routing to it.
- Open it and make the desired customizations.
- Go to “Routing”, then “Voice”.
- Create your Smart routing, and open it.
- Add “Distribute to queue” after the “Start” action. Choose the appropriate queue.
- Add “Digitalization” after the “Distribute to queue” action.
- Enter your parameters ans choose your chat module.
- (optional) Add the actions for some likely outcomes of the call, like the “Dissuasion” outgoing branch (see the screenshot below).
- Put your Smart routing in production or test mode. We always recommend production whenever possible, so it can’t be altered afterwards.
Your chat module is now ready to use, congratulations 🎉!
Frequently asked questions
- Can I use a chat module without a messaging Smart routing?
- No: the module can’t do anything on its own: it needs a Smart routing in order to generate an interaction that your agents will be able to handle.