QueryWing

Live Chat Integration

Set up live chat functionality to seamlessly transition from chatbot to human agents when needed.

intermediate20 minutesconfiguration

Your Progress

0 of 6 completed

Steps to Follow

Enable Live Chat Feature

Step 1

Activate the live chat functionality in your QueryWing dashboard.

Detailed Instructions:

  • Navigate to Settings > Live Chat in your dashboard
  • Enable the live chat feature
  • Configure basic live chat settings
  • Set up agent availability schedules
  • Configure chat routing rules

Set Up Agent Accounts

Step 2

Create and configure agent accounts for handling live chat conversations.

Detailed Instructions:

  • Add team members as live chat agents
  • Set up agent permissions and roles
  • Configure agent availability and schedules
  • Set up agent notification preferences
  • Train agents on the live chat interface

Configure Chat Routing

Step 3

Set up intelligent routing to ensure conversations reach the right agents.

Detailed Instructions:

  • Set up routing rules based on department or expertise
  • Configure automatic assignment rules
  • Set up escalation triggers and conditions
  • Configure queue management settings
  • Test routing logic with sample conversations

Customize Live Chat Interface

Step 4

Customize the live chat interface to match your brand and user experience.

Detailed Instructions:

  • Customize chat widget appearance and colors
  • Set up welcome messages and greetings
  • Configure chat window size and position
  • Add your company branding and logo
  • Set up typing indicators and status messages

Set Up Notifications and Alerts

Step 5

Configure notifications to ensure agents respond promptly to new conversations.

Detailed Instructions:

  • Set up email notifications for new conversations
  • Configure browser notifications for agents
  • Set up mobile notifications if needed
  • Configure escalation alerts for urgent conversations
  • Test notification delivery and timing

Test and Launch Live Chat

Step 6

Thoroughly test the live chat system before going live with customers.

Detailed Instructions:

  • Test chat initiation and routing
  • Verify agent interface and functionality
  • Test notification systems
  • Conduct end-to-end conversation tests
  • Train your team and launch live chat

Pro Tips

  • Start with a small team of agents to test the system
  • Set clear expectations for response times and availability
  • Use canned responses for common questions
  • Monitor chat quality and agent performance regularly

Additional Information

Live chat integration allows you to seamlessly transition from automated chatbot responses to human agent support when needed, providing the best of both worlds for your customers.

Proper setup and training of your live chat agents is crucial for maintaining high customer satisfaction and ensuring smooth handoffs from the chatbot.

Related Topics

live-chatagentssupporthandoffrouting
Previous: TroubleshootingNext: AI Training