Question

What are the features of Jumper Live Chat?

Applies To

• Jumper
• Live Chat

Answer

Jumper's Live Chat is tailor-made for e-commerce, relying heavily on sales and after sales support automation with no coding skills required at all.

To navigate to the Live Chat, on your navigation bar towards the left, tap Live Chat.

Note: The Live Chat screen will be empty in case you have not connected any Sales Channel to your Jumper dashboard yet.

Here below is an example of what an active live chat dashboard and interactions look like - we'll walk you through each action and also what every icon denotes

The screen is divided into 3 specific sections

1. The Customer list panel towards the left - this shows you the active conversations across channels you've connected
2. The Conversation panel in the center - you can watch the conversations LIVE that your customers are interacting through (either your bot or direct)
3. The Customer Info / Action panel towards the right - this gives you all the relevant information for the selected customer. Additionally, it allows agents to take actions for the selected customer.

Next, let's dive a little deeper into each section;

First, the Customer List panel

Note: The Customer List panel is the only panel that can differ between an Admin User Role and the Agent User Role.

What is the Customer List Panel?

1. This panel is a unified list across all the channels that you’ve connected with your Jumper Dashboard. In simpler terms, this panel allows you to view conversations coming in from multiple channels all consolidated into one list.
   
   
2. It'll also show you their last interacted time stamp to the nearest minute, hour, days.
   
   
3. Like any other messaging channel, the latest chat appears on the top of the list.
   
   
4. This panel will give you a glimpse of each customer and the channel they're talking to you or your automated bot from.
5. The chats are distributed amongst 4 Key Status Types
1. Bot - User is interacting with the Bot
2. Requested - User has requested a human agent to step in.
3. Assigned - User is interacting with an assigned human agent.
4. Resolved - User’s chat has been marked as Resolved by a human agent.
   
   

Admin vs Agent Customer List View

Admin View

1. The admins can view all chats (Bot, Requested & Assigned) in a single list.
2. The admin can (if needed)  take over any conversation even if it is assigned to a particular agent.
3. Admin can utilize certain special filters only accessible to them (eg. Filter chats assigned to a specific agent)

Agent View

1. The Agent view of the customer list will include 3 separate tabs (Bot, Requested & Active Chats)
2. The Tabs help the agents to focus on chats which require immediate attention.
3. The Bot & Requested tab are common amongst all agents (If an account has multiple agents)
4. The Active Chats is designed to assist the Agent to focus on chats that have been assigned to/picked up by the Agent until marked as Resolved.

Manual Routing vs Automatic Routing

Manual Routing

The chats move between the 3 tabs based on user/agent actions.

1. If a user is in the Bot journey but requests for a human agent (via bot journey or triggers), the chat will move from Bot tab to the Request Tab.
2. Any chats that come directly into a channel and are not associated with a bot will immediately flow into the Requests Tab.
3. The Requests Tab is common for all agents as previously mentioned and any agent who responds first to a particular chat request will be now assigned to the chat.
4. As a result, the chat will now disappear from the Request Tab for all agents and only appear in the Active Chats tab of the assigned agent.
5. Once a conversation from the Active Chats of an agent is marked as Resolved, the chat will disappear from the Active Chats and appear under the Resolved Chat filter.

Automatic Routing

The chats move between the 3 tabs based on user/agent actions.

1. (Key Difference) If a user is in the Bot journey but requests for a human agent (via bot journey or triggers), the chat will move from Bot tab to the Active Chats tab directly. The agent who will get the chat is automatically decided by the system based on Fair Distribution mechanism.
2. Any chats that come directly into a channel and are not associated with a bot/trigger will immediately flow into the Requests Tab.
3. The Requests Tab is common for all agents as previously mentioned and any agent who responds first to a particular chat request will be now assigned to the chat.
4. As a result, the chat will now disappear from the Request Tab for all agents and only appear in the Active Chats tab of the assigned agent.
5. Once a conversation from the Active Chats of an agent is marked as Resolved, the chat will disappear from the Active Chats and appear under the Resolved Chat filter.

Second, the conversations panel 

Here you can observe, intervene and automate conversations your customers are experiencing in real time 

You may observe a few milliseconds of lag as this is the through-put our intelligence goes through to pass data to and fro

From this, you can

1. Pause the bot and take over a conversation if you need to intervene an ongoing conversation
2. Answer queries and pass the conversation back to the bot
3. Drop notes to team members
4. Attach photos, files, locations, videos and much more.
5. Start a totally new bot flow (for example, a quick survey, upsells, discount codes)

The Conversation Panel shows the entire chat history of the user from the moment that Jumper was connected to the social/messaging channel.

NOTE: The only messages not appearing in the conversation panel will be the ones shared directly from within the social network’s inbox (Eg. Messages sent directly via Facebook Inbox or Facebook Business Suite).

Now, let’s look at the different components that fall under the Conversation Panel. 

A user’s conversation appears in the conversation panel when the admin/agent clicks on the user chat from the Customer List on the left.

1. Chat History: The entire chat history is available. You can scroll the page and view previous conversations/messages sent by the user. Click on the “Load Previous Conversations” to see old messages.
2. Message Date/Time: You can find the date and time of each message sent by the customer/agent/bot by hovering your mouse over the small profile icon against each message.
3. Status Messages: Amongst the customers’ messages, you’ll find certain status messages to help you understand the action taken by the user/agent (Eg. User triggered the bot or Conversation resolved by Agent.)
4. Composer Input: The composer input helps you to send messages/information to the customer. From text to images/videos etc.

Composer Input

Note: The composer input may be disabled for you or show “Send Template Message” if you have passed the allowed limit for the channel.
Facebook - 7 Days
WhatsApp - 24 hours from the user’s last message.

1. Use “/” to access Message Shortcuts.
2. Type in a text message to respond to the user.
3. Channel Specific Attachments
1. Facebook - Opt-in notification, Picture Attachment
2. WhatsApp - Template Message, Location, Contact, Attachments (File, Video, Photo)
4. Send Note: The note is for internal use only and is not sent out to the customer.

The Customer Info/Action panel

While you’re communicating with the user, the Customer Info/Action panel helps you to understand your customer better and take actions to drive them forward (eg. Share products, start a bot flow, Create order etc).

Customer Info Tab

Note: Depending on your permission, you may or may not be able to edit the customer information.

Each channel offers you certain parameters of the customer’s information based on their policies. This information is captured as soon as the customer starts interacting with your sales channel connected with Jumper.

1. Facebook: Profile Name, Profile Picture, Gender, Timezone, Locale, Last interaction date/time, Facebook PSID.
2. WhatsApp: WhatsApp profile name, Phone Number.
3. Instagram: None

Other pieces of information can be captured automatically/manually depending on the customer journey.

Other fields include:

1. Phone number - Captured automatically when a user places an order or goes through a Bot journey that captures the phone number.
2. Email address - Captured automatically when a user places an order or goes through a Bot journey that captures the phone number.
3. Privacy consent date & time - Captured automatically when a user goes through the Privacy Consent Message (if set up on the dashboard).
4. Tags - Single Value fields captured by Agents or added as part of a Bot Operation.
5. Custom Fields - Dual Value fields captured manually by Agents or added as part of a Bot Operation or added automatically for purchases (product hashtag : quantities ordered - lifetime).
6. Past Purchases - Captured automatically when a user places an order.

Navigating the Customer Info Tab

1. Customer Info:
   The top most view is that of the customer name, the channel of interaction and for you to mark conversations as follow-up, mark as resolved etc.
1. Marks as Resolved - When a conversation has reached its end, use this button to mark the conversation as resolved and remove it from your Active Chats. This allows the customer to initiate a fresh conversation the next time they message.
2. Mark as Follow up - When you want to go back to the user after some time, you can mark this conversation as starred for follow up later. When a conversation is marked as starred, it opens up the option to set up a personal reminder for you.
2. Assigned to:
   You'll also see a section once a human intervenes an automation of the agent assigned. This field is usually empty when a customer is interacting with the bot but gets automatically filled as an Agent takes over the conversation.
3. Re-assign: Once assigned, a conversation can be reassigned to another Admin, Agent or another Group of Agents.
4. Customer details:
   It encompasses all relevant details from the channel, which you can edit and change as per your needs to keep the information up to date provided your role has the relevant permissions.
5. Source:
   It is the point of entry of the customer conversation.. for example, the customers opted in through WhatsApp, or your Website
6. Tags:
   Tags are really powerful for building user personas. These tags can then be used to segment your customers, especially for broadcasting updates, remarketing campaigns and aligning custom audiences
7. Custom Fields:
   Custom Fields are similar to Tags in their use-case except that they are dual value fields. They are used to key in valuable insights for your teams to identify and refer to (for example, customer A wears size XXL, prefers round neck t-shirts etc)
8. Past purchases:
   Past Purchases list down all the orders placed by this specific customer. Deeper level information about the order can be obtained directly from within Live Chat. This can help agents to identify the user’s choice of products, ask for replenishments or even help them to solve for support queries (eg. Tracking of parcel etc)

Actions Tab

There are 5 options available under the Actions Tab.

1. Share Product Details
2. Create Order
3. Start Product Flow
4. Start Collection Flow
5. Start Bot Flow

The first 2 options namely Share Product details & Create Order are focussed and designed keeping in mind Assisted Selling via the Human agent.

Share Product Details

Click on Share Product Details to share products and their details with the customer. (One product at a time)

1. Once clicked, the Share Product Details tab will showcase all products including Sets that are toggled on for “Visible on Store” in the Product Section.
2. You can search for the products using the search bar. Search either using the product name or the SKU code or the product hashtag.
3. Once you click on your shortlisted product, the product details will show up including the product images, the Name & Price, and the Short Description. These details are fetched in real time from the Jumper product section.
4. Choose 1 or multiple details by clicking on the relevant checkboxes and click the “Share to Chat” button.

Note: If your product/set is not showing here, it may be because it is out of stock or the “visible on store” toggle is turned off.

Create Order

Create Order action is used to handhold the customer to create their cart during an ongoing conversation.

1. Click on the “Create Order” action to start creating a cart for the user.
2. Search for the product/Set chosen by the customer by browsing the list or using the search bar. Click on the product/Set.
3. Once the relevant product/Set has been selected, the details will be displayed. Depending on your product configuration (Eg. products with variations or Variable Sets), choose the options if necessary.
4. Now adjust the quantity using the + or - sign.
5. Once confirmed, click the “Add to Cart” button.
6. Follow Step 2 to 5 to add more products to the cart.
7. Once all the required products have been added, click on the small Cart icon on the top right corner to view the cart.
8. From here, you can choose to adjust the quantities one more time or clear the cart. If all is good, click the “Proceed” button.
9. You will see a status message coming into the Conversation Panel.
   Status info. Message
   Customer or Agent added product(s) to Cart
10. If your brand has enabled Manual discounts, the coupon code screen will appear. If no Manual Discount has been enabled, this screen will be skipped.
11. At this stage, you can ask the customer for any voucher code. If they have a Voucher code, input it into the coupon code section. Jumper will check for the validity of this code and apply it to the order if found Valid. If not, an “Incorrect code” alert will appear.
12. If you have enabled a Manual Discount code but the customer does not have any voucher code, you can choose to skip this step by clicking the Skip button.
13. On the next screen, you will find any automatic discounts that may be stackable or applicable on the order. You can again choose to apply this Automatic discount code or skip it.
14. Additionally, you will see Agent only discounts if activated on the dashboard. Remember that Agent only discounts can be used by clicking the relevant checkbox at your discretion. Agent can choose to apply or not apply the Agent only discount.
15. Once the discounts have been selected, click the “Apply promotion” button to apply the discount and wait for the order summary to appear.
16. In the Order summary, you will find all the products including GWPs, products, Item or Order Level discounts etc already applied.
    Note: the only discount that will not appear here is the Shipping Discount since the user’s Address is unknown. This discount will appear once the customer has filled in their Address while checking out.
17. You will find your Agent Name prefilled in the Agent ID field. Feel free to change it if you want. The prefilled Agent name is picked from the Jumper User role from which you are logged in.
18. You can choose to add any additional notes such as “Gift Wrap required” or any additional remarks you want associated with this order.
19. Once everything is confirmed, click on the “Proceed” button to generate a checkout link that you can then share with the customer.
20. Once the checkout link is generated, you can copy and paste it in the chat. The chat will stay assigned to you while the user clicks the link to see the cart created by you.
21. You can continue to chat and guide the user while they input information into the Checkout Link.
22. Once they have completed the payment and their order ID has been generated, you will see the Order confirmation message in the Conversation panel confirming the same. This message will be automatically sent via the Jumper engine.
23. You can now choose to thank the customer or solve any other queries before marking the chat is Resolved.

Note: Once a checkout link has been created, it is Valid for 24 hours from the time of creation. Also, the products and quantities in the checkout link can not be edited after creation. In such a scenario, you can create a new checkout link for your customer.

Start Product Flow

The “Start Product Flow” action is used to pass the customer back into the Bot flow and initiate a self checkout journey for a single product that the human agent chooses for the customer.

1. Click the “Start Product Flow” action
2. Choose the product that you want the customer to checkout with.
3. An alert will pop up. Confirm if you want the customer to go through the Self Checkout bot flow.
4. Once you confirm, The conversation will disappear from your Active Chats.

Note: Generally,  If you’re consulting the user through Live Chat, we recommend using Share Product Details and Create Order to convert the sale instead of passing them back to the Bot.

Start Collection Flow

The “Start Collection Flow” action is used to pass the customer back into the Bot flow and initiate a self checkout journey for a particular Collection of products that the human agent chooses for the customer.

1. Click the “Start Collection Flow” action
2. Choose the collection that you want the customer to checkout with.
3. An alert will pop up. Confirm if you want the customer to go through the Self Checkout bot flow.
4. Once you confirm, The conversation will disappear from your Active Chats.

Note: Generally,  If you’re consulting the user through Live Chat, we recommend using Share Product Details and Create Order to convert the sale instead of passing them back to the Bot.

Start Bot Flow

The “Start Bot Flow” action is used to pass the customer back into the Bot flow and initiate a particular Bot flow created in the Jumper Bot Builder that the human agent chooses for the customer.

1. Click the “Start Bot Flow” action
2. Choose the Bot that you want the customer to checkout with.
3. An alert will pop up. Confirm if you want the customer to go through the bot flow.
4. Once you confirm, The conversation will disappear from your Active Chats.

Note: Generally,  If you’re consulting the user through Live Chat, we recommend using Share Product Details and Create Order to convert the sale instead of passing them back to the Bot.

We'll soon be releasing APIs to auto-feed this content to and fro.

• Past purchases display all products purchased from you, this equips you and your team to learn more about them and then recommend other products.
• Past interactions shows you a list of all the team members who've interacted with a particular customer. This empowers you, the business owner, to observe and learn more on the amount of touch points it took to close sales, or to resolve queries for example.