Live Chat Screen

All the actions that can be performed on the Live Chat screen of Swiftsell

What functions does a Live Chat screen offer?

Function	Description
Conversation Category	Menu that displays the category, conversation is currently in
Conversation List	List of conversations in given category. Multiple conversations make up the list
Conversation History	Displays the conversation history between the visitors and the bot or agent
Conversation Details	Right most section of the Live Chat screen that displays the details of the conversations
Labels	Allows you to group the conversations for easy future reference
Saved Replies	Allows you to define the SLA, ensuring the commitment towards visitors and customers is maintained
Related Conversations	Displays the historic conversation a visitor had with the bot or the agent
Filtering Conversation	Allows you to filter the conversation based on bot, visitors, category etc..
Copying or Downloading Chat Transcript	Allows you to download or copy the conversation between the visitor and the bot or the agent

What qualification details are covered during the Live Chat?

The details will be auto-populated if the System defined variables are used. Below are a few of the details that will be visible during the conversation;

Field	Description
Name	Displays the name of the visitor if they have shared it during the conversation with the bot
Email	Displays the email address of the visitor if the same is shared during the conversation with the bot
Phone	Displays the contact details of the visitor if the same is shared during the conversation with the bot Details like Name, Email or Phone number can be edited by you or manually added as per your preference to set the context of the conversation for easy reference in future
URL	Displays the URL of the page from which the chatbot was invoked
City	City from where the visitor has initiated the interaction with the bot
Country	Country from where the visitor has initiated the interaction with the bot
Zipcode	Zipcode from where the visitor has initiated the interaction with the bot
Country Code	Two letter country code of the country from which the chat has been initiated
Bot Name	The bot with which the interaction had started
Channel	Displays the channel on which the bot is active i.e Website, WhatsApp, Facebook or SMS
IP Address	IP address of the visitor
Timezone	Displays the timezone of the visitor
Browser	Displays the browser through which the interaction with the bot was initiated by the visitor
Browser Language	Displays the language of the browser through which the conversation with the bot was initiated by the visitor
OS	Displays the Operating System used by the visitor during the conversation i.e Mac, Windows, Linux etc..
Custom Fields	You can also configure the fields as per your preference that you would like to see in the conversation details. This will however be visible for web channel

Details related to City, Country, and Zip Code are displayed via a third-party tool and are not always accurate

What modifications can be performed on qualification details in Live Chat?

You can follow the following actions to modify the qualification details in the Live Chat screen;

Create

This feature allows you to create your own custom field and view the data by fetching it either from the variable or external source In-order to create the custom field, you can follow the following steps;

• Click on 'Add Detail'

• Give 'Title or Name' to the field

• Provide data source for the data to be collected from and reflected in the field

• Click on 'Save' to apply changes

Re-Order

You have the ability to re-order or re-arrange the fields as per your preference.

In-order to do so, you need to click on 'Top-Down Arrow' on the left of the field and 'drag & drop' to the desired position

Hide or Show

Using this feature, you can also hide or show the fields as per your preference. In-order to do so, you can follow the following steps;

• Click on 'Edit'

• Click on 'Eye' icon appearing on the left of the field to hide or show the particular field

• Click on 'Save' to apply the changes

Delete

Using this feature, you can delete any fields that you wish to as per your preference. In-order to delete the fields, you can follow the following steps;

• Click on 'Edit'

• Click on 'Thrash' icon appearing against the field name

• Click on 'Save' to apply changes

What are various criteria available to filter out conversation?

You can use various sets of filters to filter out the conversations. They are;

Filter	Description
Bot	This allows you to filter out the conversations on basis of the bot i.e. if there are multiple bots under one account, you can opt for the bot which you would like to see the conversation
Status	This allows you to filter out the conversations based on the status of the conversation i.e. whether the conversation is open or closed
Assignee	Allows you to filter out the conversations based on whom the conversation is assigned to i.e. whether it is assigned to agent or bot
Status	This allows you to filter out the conversations based on the status of the conversation i.e. whether the conversation is open or closed
Label	Allows you to filter out the conversations based on the labels tagged to them
Rating	Allows you to filter out the conversations based on their CSAT rating
Date	Allows you to filter out the conversations based on the date i.e it can be single date on which the conversation happened or it can be a month during which the conversations happened or custom time frame based on your preference
Keywords	Allows you to filter out the conversations based on the set of keywords used in the conversation

You can select either one filter or a set of filters to filter out the conversations

How to apply filters?

To apply filters to filter out the conversations, you can follow the following steps;

• Access the 'Live Chat' screen

• Click on 'Menu' gear

• Select the 'Criteria or Filters'

• Click on 'Apply' to apply the filters

To reset the filters, you can click on 'Reset'

What kind of conversation status are there in Live Chat?

Conversation Status	Description
Open	A conversation which is currently active and ongoing
Closed	A conversation which has already happened in past & is either closed by the bot or an agent

In what states can the conversation be open?

Conversation State	Description
You	Conversation where the visitor is speaking with you or any agent who is logged in
Assigned	Conversation undertaken either by the bot or the agent
Unassigned	Displays all those conversations which does not have owner associated with it

How do I close ongoing conversations?

With Swiftsell, you can close the conversation with the visitor once the resolution to the query is provided by you or the agent as it indicates that there is no further action required, and also manage the ongoing chats without creating any further confusion.

You will be able to close the conversation that is either assigned to you or the agent Any conversation assigned to the bot will automatically close after a defined time

To close the conversation, you can follow the following steps;

• Access the conversation assigned to you or an agent

• Click on 'Mark Done' on the top right corner to close the conversation

The option to close the conversation will be greyed out if the conversation is assigned to the bot

How do I copy the chat transcript?

To copy the Chat Transcript of the Conversation, you can follow the following steps;

• Access the 'Live Chat' screen

• Select the conversation for which the transcript needs to be copied or downloaded

• Click on the 'Page' icon at the top to copy the Chat Transcript

• Paste the Transcript in the Email Body or Word Document as per your preference

The chat transcript will consist of a time of the chat along with the messages exchanged between the visitor and the bot

What are Labels?

With labels, you will not be able to group the conversations as per your preference, allowing you to filter out the conversations and access the same at any given point in time.

Benefits of using Labels:

There are various benefits of using Labels however to list down a few;

• Grouping the conversation as per their objective

• Easy access to the historic conversations

• Prevents time consumption from filtering out the conversations

Use-Case Scenario:

Let's suppose the primary objective of the bot is to generate leads. It does get difficult for the users to identify the potential lead among many conversations that the bot is handling on a day-to-day basis.

In the above screenshot, we can notice that the user has created four labels “Intent to purchase”, “Good Lead”, “Student”, and “Debugging needed” allowing the user to group the conversation based on the purpose it serves.

How do I access Labels?

There are two ways through which you can access the labels in Swiftsell. They are;

Live Chat

The labels will be visible to you on the live chat screen along with the number of conversations tagged to them

Settings

You can also access the labels from the 'Settings' tab by going into 'Settings -> Live Chat -> Labels'

This screen displays all the details about the labels i.e. the name of the label, conversations tagged to it, created by, along with the date of creation and options to edit and delete the same

How do I manage Labels?

There are three ways by which labels in Swiftsell can be managed. They are;

Create

Creating labels in Swiftsell is pretty easy. There are two ways through which you can create the labels, they are;

1. Through Live Chat: You can follow the following steps to create the labels using the Live Chat screen;

   • Click on '+' or '+ Create Label'

   • Give a name to the label as per your preference

   • Click on 'Save' to create the label

   You can also click on '+ Create Another' to automatically save the current label and create the new label

2. Through the Settings tab: This is another area from where you can create labels. You can follow the following steps to create the label using the settings tab;

   • Go to 'Settings'

   • Click on 'Live Chat'

   • Click on 'Create Label' on the top right corner

   • Give a name to the label as per your preference

   • Click on 'Save' to create the label

Modify

With Swiftsell, you have the ability to modify the created labels at any given point of time i.e. you can change the name of the labels as per your preference.

There are two ways through which the labels in Swiftsell can be modified, they are;

1. Through Live Chat: You can follow the following steps to modify the created labels in Swiftsell;

   • Go to 'Live Chat'

   • Double click on 'Label Name'

   • Edit the name of the label

   • Hit 'Enter' to save the changes

2. Through Settings tab: You can follow the following steps to modify the created labels in Swiftsell through Settings tab;

   • Go to 'Settings'

   • Click on 'Live Chat'

   • Click on 'Edit' against the label you wish to modify

   • Change the name of the label

   • Click on 'Update' to save the changes

Delete

You have the ability to delete the labels at any given point of time i.e when you feel that the label has served the purpose and that is not being used as much, they can proceed with deleting the same

There are two ways through which you can delete the created labels, they are;

1. Through Live Chat: You have the ability to delete the labels through the live chat screen. You can follow the following steps in order to delete the labels;

   • Go to 'Live Chat'

   • Hover the mouse over the conversation count against the label

   • Click on 'Thrash' icon to delete the label

2. Through Settings tab: You can follow the following steps to delete the label from the Settings tab;

   • Go to 'Settings'

   • Click on 'Live Chat'

   • Click on 'Remove' against the label that you wish to delete

   • Provide the confirmation to delete the label by clicking on 'Delete'

In order to delete multiple labels at once, you can check the boxes assigned to the labels that you would like to delete and click on 'Delete' at the top right corner.

What are Saved Replies?

It is a snippet of text that can be quickly added to the editor when replying to the customer or the visitor.

Benefits of using saved replies:

There are many benefits of using quick responses or saved replies however to highlight a few;

• Speed up the response time

• Tackling those issues/messages that require simple response

• Provide consistent answers to the common questions

• Manage multiple conversations

Use-Case Scenario:

Users probably get lots of routine questions that saved replies can help answer. Below are a few instances where users can try out saved replies,

• Hours of operation: “Thank you for asking! Our hours are Monday – Friday from 9 am to 5 pm. We look forward to seeing you in soon!”

• Holiday Hours: Yes! We will be closed on Christmas Day but will be open until 4 pm on Christmas Eve. Do you have any items that you are shopping for specifically?”

• Hours for specific things: “Our lunch hours are from 11 am to 2 pm, but we serve breakfast all day – including our famous blueberry pancakes!”

• Details about special deals: “Yes! We are running our Black Friday sale starting at 9 pm on Thanksgiving Day. First come first served on all our specials, and you can get early access to what we will have available if you sign up for our email updates here”

• Your address: “We are located at 123 Any Street, Anywhere, ST 49505. We are right between Cliff and Garrett St. with the blue door. Come in any time we are open!”

How do I access Saved Replies?

There are two ways through which the 'Saved Replies' can be accessed in Swiftsell. They are;

Live Chat

You can access Saved Replies from the Live Chat screen by joining the conversation & clicking on the 'Bookmark' sign or typing '/' in the chat window

Settings

Or you can also access the Saved Replies in Swiftsell through 'Settings' tab. Following is the path to access the Saved Replies from Settings tab;

'Go to Settings -> Live Chat -> Saved Replies' Every Saved Reply will be shared across with all the users of the account, allowing them to use the same message

Admin will have the ability to see which Saved Reply is being used the most

How do I manage Saved Replies?

There are three ways to manage saved replies in Swiftsell. They are;

Create

Creating Saved Replies in Swiftsell is pretty easy. There are two ways through which the Saved Replies can be created;

1. Through Live Chat: To create Saved Replies via Live Chat, you can follow the following steps;

   • Go to 'Live Chat'

   • Click on 'Join the Conversation'

   • Click on 'Bookmark' or type '/' to access the Saved Replies

   • Click on '+ Create Saved Reply'

   • Give 'Title' & define the 'Message or Reply'

   • Click on 'Create' to create the Saved Reply

2. Through Settings: To create the Saved Replies via Settings, you can follow the following steps;

   • Go to 'Settings'

   • Go to 'Live Chat'

   • Go to 'Saved Replies'

   • Click on 'Create Saved Reply' on the top right corner

   • Give 'Title' & define the 'Message or Reply'

   • Click on 'Create' to create the Saved Reply

Modify

You have the ability to modify the existing created Saved Replies i.e at any given point of time, if you want, you can change the title or message of the saved reply as per your preference.

There are two ways through which the Saved Replies can be modified, they are;

1. Through Live Chat: To modify Saved Replies via Live Chat, you can follow the following steps;

   • Go to 'Live Chat'

   • Click on 'Join the Conversation'

   • Click on 'Bookmark' or type '/' to access the Saved Replies

   • Hover over the 'Saved Reply' to see the 'Pencil' icon

   • Click on 'Pencil' icon to edit the 'Title & Message' of the Saved Reply

   • Click on 'Update' to save the changes

2. Through Settings: To create the Saved Replies via Settings, you can follow the following steps;

   • Go to 'Settings'

   • Go to 'Live Chat'

   • Go to 'Saved Replies'

   • Click on 'Edit' against the Saved Reply

   • Edit the 'Title & Message' of the Saved Reply

   • Click on 'Update' to save the changes

Delete

You do have the ability to delete the Saved Replies through the Live Chat screen i.e if you feel that a particular Saved Reply is not being put to use often, you can further proceed and delete the same.

There are two ways through which the Saved Replies can be deleted, they are;

1. Through Live Chat: To delete the Saved Reply through the Live Chat, you can follow the following steps;

   • Go to 'Live Chat'

   • Click on 'Join the Conversation'

   • Click on 'Bookmark' or type '/' to access the Saved Reply

   • Hover over the 'Saved Reply' to see the 'Thrash' icon

   • Click on 'Thrash' icon to delete the Saved Reply

2. Through Settings: To delete the Saved Reply via Settings, you can follow the following steps;

   • Go to 'Settings'

   • Go to 'Live Chat'

   • Go to 'Saved Replies'

   • Click on 'Remove' against the Saved Reply

   • Click on 'Delete' to delete the Saved Reply

In-order to delete multiple Saved Replies, you can select the saved replies by checking the boxes on the left & then click on delete / remove at the top right corner.

Saved Replies once deleted will not be recovered again and you will have to create the reply all over again

What are Related or Past conversations?

In Swiftsell, you can access and review all the historical conversations between the bot or the agent and the visitors, providing you the insights about the talking points.

It is quite helpful from a support use case as while the agent talks to the visitor, they can quickly check the previous conversations with the visitors so that accordingly further assistance can be provided.

How do I access Related or Past Conversations?

You can follow the following steps to access the Related or Past Conversations;

• Access the 'Live Chat' screen

• Select the conversation

• If the visitor is a known visitor, the details about the historical conversation will be visible under 'Related Conversation' on the right side of the screen

• Click on a conversation to review the historical conversation

The related conversation will also display details about who closed the conversation and when it was closed

The historic conversation will open up in new window for review

What is a historical conversation in Live Chat?

It is part of the live chat screen that displays the historical conversation between the visitors and the bot or the agent

What are the elements of historical conversation in live chat?

Element	Description
Owner	Displays the current owner of the conversation. By default it is the bot, however if there is no owner assigned, then 'Unassigned' is displayed
Visitor ID	It reflects the unique ID assigned to the visitor by Swiftsell. The same is replaced by the name of the visitor if the same is provided during the conversation
Copy Chat Transcript	Allows you to copy the entire conversation to the clipboard which can be further pasted in Email or any other tool as per preference
Close Conversation	There is a button 'Mark Done' that allows you to close or address the conversation & move it to the close category
Transfer Conversation	You do have the ability to transfer the conversation from one agent or bot to another depending upon their availability or requirement. To transfer the conversation, you can click on the bot & select the agent or teammate to whom it needs to be transferred
Show or Hide Contact Panel	You have the ability to minimise or maximise the control panel on click of a button providing extra space and visibility
Body	The body displays the messages that have been exchanged between the visitor and the bot or the agent, similar to what is shown in the chat interface. This area of the screen allows you to respond back to the visitor's query or question either by joining the conversation or initiating the manual human handover. The agent can respond back to the visitors via text or media file. Media only supports images. If any other file formats are uploaded, Swiftsell will send the public URL of that file. Once you join the conversation, you have the ability to interact with the visitor and share the information as per the visitors requirements. You can also reply quickly to visitor by using the saved replies