Using Live, you will be able to refer questions that reach the virtual assistant from any of the conversational channels, such as Web, WhatsApp, Instagram, or Facebook Messenger, to a human agent through the configuration of referral rules.
Each channel used for the conversation will maintain its own interaction window, whether the conversation begins with the virtual assistant or with a Live agent, notifying the user when the interaction with the agent begins and ends. For example, on WhatsApp, the conversation will always take place within that app, in a way that feels natural to the customer, and the same applies to all other channels. In addition, once the conversation ends, the customer can rate it and provide feedback.
It is also possible to track key indicators within the same platform and obtain insights in order to provide a positive experience to the user during the process of resolving their query.
With the guides included in the tour below, you will be able to start attending on the Live platform. Plus, go to “Get Started with Live” to view tutorials on the tool.