Using Live Chat to connect with customers instantly

Updated

8 months ago

Learn how Sprinklr Live Chat can give your customers a way to reach you at the exact moment when they have questions or problems they can't solve.

Sprinklr Live Chat, a customer service capability, helps brands provide immediate support to visitors on their website and mobile applications. It allows end customers to interact with brands via a messaging interface in real-time. It empowers businesses to interact with customers when they visit their media properties. Using Live Chat, contact centers can provide immediate customer support, resolve customer requests instantly, and improve customer relationships.

Live Chat is typically implemented via code inserted on selected pages on your company's website, allowing you to choose which pages to make Live Chat available.

Note:

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Benefits of Live Chat support

Quick Response - Customers reaching out to the live chat mode of the channel for customer support gets quick responses to their queries. They don't have to hop from one website to another to find solutions.
Boost Customer Satisfaction - If the user's queries are resolved instantly on live chat, it ultimately improves customer experience.
24*7 Support - When the team is busy or unavailable, the customer service agent can engage with customers around the clock to respond to common user requests or queries.

On the Sprinklr Self-Serve window, click the Settings icon on the left-hand side. Under the Platform category, click Live Chat within Messaging.
Click Create Live Chat Widget in the top right corner of the Live Chat window.
You will have three different sections on the Live Chat Editor window to configure and personalize your widget:

Create your Live Chat

In this section, you will need to provide a Name for your Live Chat widget to distinguish it from other Live Chat within Sprinklr Self-Serve.

Enter Domain(s) to use this Live Chat widget. You can leave the field blank if you want to use this widget at any domain.

Personalize your Live Chat

Now, move to the Personalize Your Live Chat section, where you can configure the look and feel of your Live Chat widget.

Home Screen

Click Add Logo to add your brand logo to the Live Chat Widget. You can preview all the changes in the right preview section.
Provide a Header Title and Description for your widget.
Under the Main Content field, provide a short description of the services you wish to deliver once a customer initiates a conversation.
You can also change the text for Home screen button by editing the Button label field

Chat Screen

In this section, you can configure messages to appear when a user first opens the Live Chat widget on your website.

You can add a chat Header Title, Description, and Introduction Message(s).

Chat Style

Under the Chat Style section, you can stylize the appearance of your ChatBot to highlight your brand.

Click the Color Fill icon to add a color of your choice to your Chat widget.
Under the Collapse Icon drop-down, select the collapse icon style from Chevron or Close. It will be used to collapse and expand your ChatBots on the website.
Select Live Chat icon Text appearance from the Chat Icon drop-down menu. You can select from the options such as Bubble, Box, Cloud, Mic, Ellipsis, and Ellipsis Stroke.
Provide a text for the Live Chat icon.
Select Live Chat Position and Padding on your website. By default, it will be positioned to the right.
Toggle on Enable Contact Form if you want to capture customer information before starting a conversation. It will help you track the discussion and ensure that the customer can become a potential lead in the future.

You can set the Form Title and select all/any contact field from Field Name, Email Address, and Phone Number to capture customer information. Enter field Placeholder Text as per your desire. You can also check the Mandatory Box to make a particular field mandatory for customers.
You can also define the advanced settings to customize even further. For more information, refer to this section – Advanced Settings.
Click Create in the bottom right corner.
On the Embed Your Live Chat pop-up window, you will view the codes along with the steps that need to be taken to enable Live Chat on your Domain. Click the Copy icon to copy the available code.
Paste the copied code on all the pages of your website where you want the Live Chat to appear.

After successfully implementing the changes, you will see the Live Chat at the bottom corner of your Domain.

Additional Settings

Additional Settings consists of the following options to further configure your live chat widget and make it more intuitive:

Additional Settings — Description

Additional Settings

Description

Sound Notifications	Enable this setting to hear sound notifications for every new message.
Hide Chat - Outside Business Hours	Enable this setting to hide the chatbot icon when your help desk support is offline. It helps set the right expectations among customers.
One Conversation at a Time	Enable this setting to allow only one conversation at a time and avoid overwhelming the responder with multiple messages at a time.
Expire Old Conversations	Enable this setting to configure the time duration in which a message should expire. After the assigned period, if a customer initiates a conversation, it will be considered a new conversation.
Hide the Chat Icon Conditionally	Enable this setting to hide the chatbot on certain pages. You can add multiple web page addresses from where you want to hide the chatbot icon.
Knowledge Base	Enable this setting to allow customers to search and view knowledge base articles on live chat to resolve their query before connecting with a live chat agent.
Enable Undo Send	Enable this setting to undo send a message for a fixed time after the message has been sent.
Enable Video Call	Enable this setting to video call with your customers and answer their queries face to face. You can provide details like the video card title, the label of the button to start a video call, and the card description before making a video call. Please note that this feature is available only to paid users.
Show Wait Time and Queue Position	Wait Time Toggle on to display wait time and queue position to customers waiting in the Queue. You need to select the parameter on which you want to configure Wait Message and define Minimum Wait Time Threshold and Wait message to be shown to customer. So, here the minimum wait time threshold is 30 seconds and the desired wait message to be shown to the customer. You can show Wait Time and Queue Position to customers as well( as shown in the image). You need to also define the maximum wait time threshold and the wait message to be shown to the customer. So, here the maximum wait time threshold is 23 hours and the desired wait message to be shown to the customer.(as shown in the image). Queue Position You can now display queue position to customers waiting in the Queue. You need to select the parameter on which you want to configure Wait Message and define Minimum Queue Position Threshold and Wait message to be shown to customers. So, here the minimum queue position threshold is 5 and the desired wait message to be shown to the customer. You can show Wait Time and Queue Position to customers as well( as shown in the image). You need to define the maximum queue position threshold and the wait message to be shown to the customer. So, here the maximum queue position threshold is 400 and the desired wait message to be shown to the customer.(as shown in the image).
Configure Chatbot Persona	Toggle On to configure to Chatbot Personas. You can configure how chatbot messages will be seen on live chat by uploading a desired Bot profile image and providing a Bot name. This is how the Bot persona will look like on Live Chat:
Chat Actions	Toggle On to enable actions on chat through 3 dot menu button on the Live Chat widget. There are 4 chat actions that you can enable - Close Chat, Download Chat Transcript, Start Chat, and Delete Chat. You need to Toggle On each Chat action to use the feature seamlessly. Close Chat Once you Toggle On Close Chat action, you need to provide the label name and also toggle on if you want to enable confirmation for this action. This is how the Close Chat action appears on 3 dots option in the top right corner of the live chat widget. Now, click on Close Chat and the chat will be closed for the customer only. However, the agent will be able to view the customer responses or chat. The pop will ask for 2 options wither to close or cancel the action. The pop up is similar for other Chat actions. Download Chat Transcript Once you Toggle On Download Chat Transcript action, you need to provide the label name and toggle on if you want to enable confirmation for this action. Now, click on Download Chat Transcript and you will be able to view entire Chat transcript. Delete Chat Once you Toggle On Delete Chat action, you need to provide the label name and toggle on if you want to enable confirmation for this action. Now, click on Delete Chat and entire chat will be deleted for both thr parties - agent and the customer. Start Chat Once you Toggle On Start Chat action, you need to provide the label name and toggle on if you want to enable confirmation for this action. Now, click on Start Chat action and the new chat conversation will be initiated for both the agent and the customer.

To access Live Chat Dev Tools

Once you have created your Live Chat widget, you can access the Dev Tools to customise your bot further.

On the Sprinklr Self-Serve window, click the Settings icon on the left-hand side. Under the Platform category, click Live Chat within Messaging.
Hover over the Options icon alongside the desired Live Chat and select Edit.
Scroll down to the Dev Tools section and click Copy to copy the API Key to test your live Chat. You can also click Generate New Key to create a new API key for testing purposes.

To deactivate the Live Chat

On the Sprinklr Self-Serve window, click the Settings icon on the left-hand side. Under the Platform category, click Live Chat within Messaging.
Hover over the Options icon alongside the desired Live Chat and select Deactivate.
On the Deactivate Account pop-up window, select Deactivate. It will permanently delete the live chat account.

To delete the Live Chat

On the Sprinklr Self-Serve window, click the Settings icon on the left-hand side. Under the Platform category, click Live Chat within Messaging.
Hover over the Options icon alongside the desired Live Chat and select Delete.
On the Delete Account pop-up window, select Delete. It will permanently delete the live chat account.

To embed the Live Chat

On the Sprinklr Self-Serve window, click the Settings icon on the left-hand side. Under the Platform category, click Live Chat within Messaging.
Hover over the Options icon alongside the desired Live Chat and select Embed.
You will view the code along with the steps that need to be taken to enable Live Chat on your domain. Click the Copy icon to copy the available code.
Paste the copied code on all the pages of your website where you want the Live Chat to appear.
After successfully implementing the changes, you will see the Live Chat at the bottom corner of your domain.

Video Call on Live Chat

Sprinklr Self-Serve Help Center

Using Live Chat to connect with customers instantly

Benefits of Live Chat support

To create a Live Chat widget

Create your Live Chat