Configuring Live Chat settings for Jumper.ai.
- Live Chat
Live Chat Settings lets you configure the following:
- Office Hours
- Away Message
- Message Shortcuts
- Unique Link Welcome Message (if applicable)
- Talk to Support Message
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.
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.
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
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.