In this article, we will cover how to enable Live chat in TARS.
Every enterprise and SMB business understands that not every query is the same. These queries are typically divided into the following categories in the jargon of customer support or customer experience: L1 Queries, L2 Queries.
We are ecstatic that the wait is finally over. With Tars Native Live Chat's latest version, businesses can now answer difficult client queries that require human involvement.
📌 NOTE: To enable Live Chat in your account, please reach out to your account executive or reach out to the Customer Success team at TARS.
Once we enable the Live Chat for you, it will be visible in the Menu section on your left panel.
How to enable Live Chat in the Bot?
Once you have live chat access, you will have the option to create a gambit.
Select the live chat option from the menu.
Once you select LiveChat, you will see an option like this.
In the LiveChat Config, you can select a visitor's name, email, and a message that will be visible to your agent, and they can reply to the visitor in a more personalized format.
📌For a better user experience, please mention in the previous gambit option that they can connect to an agent. See the example below.
Here, the user will get to know, that they can connect with an agent right away.
Once the visitor chooses to connect with an agent or the option given in the button to connect with the agent, in the chat section they will see a message "Live chat session has started." This will confirm to the visitor that someone will come to resolve their query.
On the other hand, this is how the agent will receive the message.
An agent can also mark themselves as online, offline, or busy.
An agent can take the following action once the conversation is closed or resolved or need some time to get resolved.
If no agents are available, the bot will tell, you that no one is available and it will ask for the visitor's email id so that you can reach out to them later. Here is what it will look like.