Objective

Configuring Live Chat settings for Jumper.ai.

Applies To

• Jumper
• Live Chat

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

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.

Away Message

A user may request to connect with an agent (either via Bot Action of Ping Live Chat or via any other manner) throughout the day. When this happens, Jumper first sends out the Talk to Support Message.

If the user responds back to the Talk to Support message & it is outside of the office hours range, Jumper will automatically fire the Away Message to the user.

Note: Away message is sent to the user once every 12 hours. (Eg. If the user messaged at 9 PM and received the away message, the user can leave messages for the brand uninterrupted post that for a period of 12 hours or until the office hours have started whichever comes first.

Away Message can be up to a maximum of 500 characters.

Message Shortcuts

Use Message shortcuts to enable your Agents/Brand Advisors 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 you 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.

Message shortcuts can be up to a maximum of 1000 characters each. They can only be in a text format.

Unique Link Welcome Message

Set up the message with compulsory tags(marked in red) to be sent to 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 500 characters.

See ‘How to create a Unique Live Chat Link’ here

Talk to Support Message

The following 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 500 characters.