Live chat is a powerful tool for enhancing customer engagement and support. When integrated into your CRM workflows, it allows for instant communication, efficient query resolution, and seamless automation. This guide walks you through setting up live chat triggers and actions to improve your customer interactions and streamline your processes.
To get started, navigate to the Automation tab from the left navigation menu, then go to Workflows and click on '+ Create Workflow'. You can start from scratch, Select a recipe, or use an Examples based workflow to begin setting up your workflow.
In this example, we will be starting from scratch. In the new workflow select the "Customer Replied" option from the triggers list to initiate the workflow based on customer replies.
Click on the 'Add filters' button, select the 'Reply Channel' filter, and then choose "Live Chat" from the dropdown menu and Save the trigger. This ensures that the workflow is triggered by live chat interactions.
Add the "Send Live Chat Message" action to your workflow. This will allow you to craft and send a message directly through the live chat.
Write your message as you wish with Text, Trigger links, and Custom values that can be sent in the live chat and save your settings.
Imagine a customer inquires about product availability via live chat. With the live chat trigger and action set up, your CRM can automatically respond with stock information or direct the customer to relevant resources, enhancing their shopping experience without manual intervention.
Live chat automation is a game-changer for businesses aiming to improve customer engagement and streamline communication. By following this guide, you can integrate live chat into your CRM workflows effortlessly, offering personalised, prompt, and efficient service.
Q: What if the live chat message doesn't send?
A: Ensure that the "Send Live Chat Message" action is correctly configured and that there are no filters blocking the action.
Q: Can I personalise the live chat messages?
A: Yes, you can personalise messages using customer data fields available within the CRM to make interactions more engaging.
