Livechat configuration

The configuration of live chat consists of the following elements:

• Ticket routing rules
• Ticket automation
• Conversation topics

These settings are not required for the live chat to function properly, but they can significantly improve the efficiency of the agents.

Ticket Routing Rules

Each ticket can be routed to the appropriate agent or group of agents. You can read more about agents and groups here.

Creating a Routing Rule

To add a routing rule, click the “Add Rule” button in the “Routing Rules” panel. Here, you specify to which group of agents a ticket meeting certain conditions should be routed.

Routing Name

The name of the routing rule can be up to 40 characters long. Make sure the name is descriptive enough so that other platform users can easily understand what the rule is for.

User Routing Rules

You can define user routing rules based on system variables or user variables. For each specified variable, you must set a validation rule to determine if the variable:

• is equal to a specified value,
• is different from a specified value,
• is greater or less than a specified value,
• has any value assigned, or conversely, is empty (exists/does not exist).

You can add multiple conditions and specify whether all of them must be met for the ticket to be routed, or if just one condition is sufficient.

Default Group for Tickets

If you have defined agent groups, you can set a default assignment of tickets to a specific group. If none of the rules for a given ticket are met, the ticket will be assigned to the default group.

This setting is not mandatory. Tickets with no defined rules are still visible in the “Tickets” panel and can be handled and manually assigned to an agent/group.

Ticket Automation

As part of ticket automation, you can:

• Automatically add ticket fields with assigned values as soon as the user enters moderator mode,
• Set the time since the last message after which a new ticket will be created,
• Enable or disable automatic ticket closure.

Ticket Fields

You can specify additional fields for a ticket, which will be filled in when a user requests to speak with a consultant and enters moderator mode. For each field, you must assign:

• A label (maximum 20 characters),
• A value, which can be a fixed value or a variable.

Time to Create a New Ticket

In this section, you can specify how many hours after the last message in the current ticket a new ticket will be created for the user. If the user sends a message before this time, or still has moderator mode enabled, the message will be assigned to the current ticket.

Automatic Ticket Closure

In this section, you can specify how many minutes after the user’s last message the ticket will be automatically closed.

Changing this setting will also affect existing tickets.

Conversation Topics

In this section, you can also create conversation topics. A conversation topic can be used in further ticket analysis, such as checking which topics are most frequently discussed by bot users.

You can also group topics and create up to two levels of nesting, for example:

• Topic Group A
  • Subgroup of topics A.1
    • topic
    • topic
    • topic
  • Subgroup of topics A.2
    • topic
    • topic
• Topic Group B

You can later use these topics in the bot structure or in intents. For example, when a user enters a specific block or a particular intent is detected, a specified conversation topic will be automatically assigned to their ticket. Tickets can have a topic assigned from any level of nesting.

If the Default Fallback has been set in Dialogflow, no conversation topic should be assigned to such an intent.