Website Chat
Answer any incoming social chat message
Introduction
The Website Chat app allows you to manage and automate responses to incoming chat messages on your website via the Chatwidget and WhatsApp channels. It supports automatic responses, escalation to human agents, and deflection to WhatsApp for continued engagement.
Getting Started
Channel Requirements
The Website Chat requires a Chatwidget channel to be deployed on your own website. The Whatsapp channel is optional to handle chat conversations.
WhatsApp Optional but recommended for fallback options.
Installation Process
Define opening hours
The app uses your opening hours to determine whether or not you are online. Via 'Settings - Opening hours' you can modify the availability of your bot.
Using the Website Chat
App Settings
The only required settings for this app are the opening hours.
Roles
Agent
Operator
Content Manager
App Workflow
The app is configured with three flows:
Playbook: Configure initial greeting and prompts to understand user intent.
Auto reply Flow: Set up automatic responses and escalation behavior.
WhatsApp redirect Flow: Redirects users to WhatsApp if no agent is available on other channels.
Playbook
Any incoming chat messages will be handled by the default Playbook found in the Flows section.
The playbook will open the conversation on Web using a say node and a prompt in order to elicit the user intention. You can see this by inspecting the little badges at the main entry point. The prompt will then try to answer the question (in case no questions are trained therefore the unknown flow will trigger the auto reply flow).
However, on Whatsapp the conversation is never started by the bot (unless a template message is sent) but only by a Contact. Therefore, the auto_reply will kick in directly when a message is sent that isn't automatically replied by a dialog trigger. The auto_reply flow is invoked by the node Go to flow.
Auto reply
The Auto reply flow is configured to escalate to a human employee. You can use this flow also to ask some more preliminary or qualifying questions before escalating to a human. To change the behaviour, go to Flows and open the Auto reply flow.
The Auto reply flow will just explain the fact that the message is escalated to a human. When closed or when no agents are available it can display another message. See the Smart Escalate node for explanation about the behaviour of this node.
When no agent is available, it will continue to the Whatsapp redirect flow.
Whatsapp redirect
As it is not possible to re-engage users on the Chatwidget or PWA channels, the Whatsapp redirect flow will only trigger on those channels. The little badges that are displayed next to the entry point indicate this fact.
We try to redirect the user to Whatsapp for easy re-engagement. The Show Whatsapp link node needs to be properly configured in order for it to work. See Show Whatsapp node for more details.
FAQ
Languages
The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).
It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.
Opening hours
The app will let the user know if they're reaching out within or outside office hours. This helps set the expectation on how long to wait for a reply.
Resources
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