Customizing the Live Conversation First setting on the Virtual Assistant

Modified on Fri, 13 Sep at 6:00 PM

Customizing the Live Conversation First setting on the Virtual Assistant

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

What is Live Conversation First?
Who has access to edit the Live Conversation First settings?
How do I customize Live Conversation First on a global level (default/no office) setting?
- What is the global (default/no office) user experience?
How do I customize Live Conversation First by office?
- What is the office-specific user experience?

What is Live Conversation First?

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

Who has access to edit the Live Conversation 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 Conversation 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 Assistant. Through URL matching, the virtual assistant recognizes the office the end user is seeking to contact.

If the web page is not URL-matched to a specific office, the virtual assistant 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 Assistant.

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

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

Under the Virtual Assistant section, select Behavior Settings.

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

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

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

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

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

How do I customize Live Conversation First by office?

Under the Virtual Assistant 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 Conversation First settings and then select Edit.
From the Operation Mode dropdown select Live Conversation First.

Select Save.

When setting up a new office's live assistant preferences, it is important that the URLs of the web pages where the virtual assistant is embedded are added to URL Matching for the specific office to ensure that the virtual assistant will behave as expected. 

Please navigate to the Look & Feel section to add the URLs to URL Matching.

Under the Virtual Assistant 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.
Under the URL Matching section, enter the URL of the web page where the virtual assistant is embedded that you would like to engage in live conversation first. After typing or pasting the URL, you must use the Enter key to add the URL. The Enter key will cause the URL to populate in gray beneath underneath the URL box.
If the URL is not listed in gray, it has not been added.
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Note: URL-matching is required to engage live conversation first by office settings.
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Select Save.

What is the office-specific user experience?

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

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

The participant will either select Yes or No.

If the participant selects No, they will interact with the virtual assistant.
If the participant selects Yes, they will be placed in the queue and a live agent will engage in the conversation.