Live chat is a great way to improve customer engagement and support. When built into your CRM workflows, it enables instant communication, efficient query resolution, and automated responses. This guide walks you through setting up live chat triggers and actions to improve your customer interactions and streamline your processes.

Access Automation

To get started, navigate to the Automation tab from the left navigation menu, then go to Workflows and click on '+ Create Workflow' and select Start from Scratch.

Add a Trigger

Select the "Customer Replied" option from the triggers list to initiate the workflow based on customer replies.

Filter 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 the workflow is triggered by live chat interactions.

Set Up the Action

Add the "Send Live Chat Message" action to your workflow. This lets you craft and send a message directly through the live chat.

Customise Your Message

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.

Practical Applications and Examples

Imagine a customer enquires about product availability via live chat. With the live chat trigger and action set up, the CRM can automatically respond with stock information or direct the customer to relevant resources, improving their experience without any manual input.

Live chat automation makes a real difference for businesses that want to improve customer engagement and keep communication flowing. Following this guide, you can bring live chat into your CRM workflows and offer personalised, prompt, and efficient service.

Troubleshooting and FAQs

Q: What if the live chat message doesn't send?

  • A: Ensure that the "Send Live Chat Message" action is correctly configured and that no filters are 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.