Configuring Live Chat Settings for Conversational Connect (Jumper.ai)

Objective

Configuring Live Chat settings for Conversational Connect (Jumper.ai).

Applies To

• Jumper.ai
• Conversational Connect
• Unified Inbox (Live Chat)
• Live Chat Settings
• Settings

Procedure

Live Chat Settings lets you configure the following:

• Office Hours
• Away Message
• Message Shortcuts
• Unique Link Welcome Message (if applicable)
• Talk to Support Message

From the dashboard, go to Settings → Live Chat Settings.

1. Office Hours
   Setup Office hours based on when your agents would be available to respond to customers. Office hours are used to define when the Away Message will be sent to users.
   
   
    
2. Away Message
   A user may request to connect with an agent at any time of the day (via Bot Action, Ping Live Chat, or any other method). When this happens, Jumper first sends the Talk to Support message.
   If the user responds to the Talk to Support message outside of office hours, Jumper will automatically send the Away Message to the user.
   Note:
   - The Away Message is sent to a user only once every 12 hours. For example, if the user messages at 9 PM and receives the Away Message, they can continue leaving messages for the brand without receiving it again for 12 hours or until office hours begin - whichever comes first.
   - The Away Message can contain up to 960 characters.
   
   
    
3. Message Shortcuts (Canned Messages)
   Use Message shortcuts to enable your Agents to quickly respond to the user with these message shortcuts.
   A brand can set up as many Message Shortcuts as required. You can cover all kinds of FAQ responses in the message shortcuts to help your agents respond to common queries much faster. Things like an agent’s welcome message or a thank-you note can also be set up as a message shortcut.
   Canned messages allow agents to respond quickly and consistently to common customer queries, improving response time, maintaining message quality, and reducing repetitive typing.
   Message shortcuts can be up to a maximum of 960 characters each. They can only be in a text format.
   
   
   
   
   
   You can edit your shortcut message if needed.
    
4. Unique Link Welcome Message
   Set up the message with optional tags to be sent to the user when an agent is requested using Unique Agent Link. When users come to the brand's channel from the agent's unique links, they will be greeted with the welcome message below and then assigned to the respective agent. 
   Tip: This can be used to greet the user, and also display your policy (for example, privacy policy or terms and conditions) that you need to display to your customers before they interact with your brand page. Unique Link Welcome Message can be up to a maximum of 960 characters.
   See ‘How to create a Unique Live Chat Link’ here
   
   
    

5. Talk to Support Message
   The Talk to Support message will be sent to a user when they ask to speak to a human agent via the Bot Builder’s Ping to Live Chat action or any other means.
   Talk to Support Message can be up to a maximum of 960 characters.