This section of the user guide is focused on getting started as a live chat agent. To help you navigate the article we have broken it down into the following sections:


What is Live Chat First?


When setting up your chatbot, users with the Administrator role will have the option for chatbot participants to engage first with either the chatbot or a live chat agent on the Behavior Settings page. Chatbot is set as the default setting.


Who has access to edit the Live Chat First settings?

The Behavior Settings page is available to individuals with the following permissions: 


For more information on user permissions, review the User Roles & Permissions article.



How does URL matching affect Live Chat First?

On web pages that have been URL-matched within the Ocelot Admin Portal, the user will not be presented with a list of offices to choose from before engaging in Live Chat.  Through URL matching, the chatbot recognizes the office the end user is seeking to contact.  

If the web page is not URL-matched to a specific office, the chatbot will follow the default/no office settings and the user will be presented with a list of offices to choose from before engaging in Live Chat.

For more information on how to set up URL matching, review the Look & Feel: URL Matching article.


How do I customize Live Chat First on a global level (default/no office) setting?

  1. Under the Chatbot section, select Behavior Settings.

    The Global Bot behavior page is the page that is initially displayed. Select the Edit button on the Default/No Office tab. 
  2. From the Operation Mode dropdown select Live Chat First and Save.


What is the global (default/no office) user experience?


Once live chat first has been engaged on the bot, at the end of the welcome message, the chatbot will ask the chatbot participant what office they would like to reach.


After the chatbot participant selects an office, if there is a live chat agent available, they will be asked if they want to talk to a live person.


If someone is not available, the chatbot participant will engage with the chatbot.

How do I customize Live Chat First by office?

  1. Under the Chatbot section, select Behavior Settings.

    At the top of the Behavior Settings page select the Office tab.

    Select the dropdown arrow next to the office you would like to edit the Live Chat First settings and then select Edit.

  2. From the Operation Mode dropdown select Live Chat First.

  3. Select Save.


    When setting up a new office's live chat preferences, it is important that we add the URL of the web pages where we have embedded the bot to ensure that the bot will behave as expected. 

    Please note that you will navigate to the Look & Feel section to add the URLs.

  4. Under the Chatbot section, select Look & Feel

    At the top of the Look & Feel page, select the Office tab. 

    Select the dropdown arrow next to the office you would like to modify and select Edit.

  5. Under the URL Matching section, enter the URL of the web page where the chatbot is embedded that you would like to engage in live chat first. Hit Enter. Once you see the URL populate in gray underneath the URL box it has been added.
      

    Note: URL-matching is required to engage live chat first by office settings.

  6. Select Save.

What is the office-specific user experience?


Once live chat first has been engaged on the bot, at the end of the welcome message on the URL-matched webpages, the chatbot will ask the user if they would like to be connected to a live person if there is a live chat agent available. 


If no live chat agent is available, only the welcome message will display, and the chatbot participant will only be given the option to interact with the chatbot.

The chatbot participant will either select Yes or No

  • If the chatbot participant selects No, they will interact with the chatbot. 
  • If the chatbot participant selects Yes, they will be placed in the queue.