Chatbot to LiveChat

[rockzau]

It is possible to route a chatbot to a livechat. How do I set that up. We want to route the chats to specific teams based on the type of issues that our client has, ex: payment issues, booking issues, transportation questions, etc. How do I set this up?

[PamCotton]

Hey @rockzau, Happy Friday!

You can create a chatflow with live chat to connect visitors directly with members of your team. The live chat will appear as a widget on your website pages that visitors can click to start a real-time conversation with someone on your team. 

Create a live chat to connect a visitor on your pricing page to a member of your sales team, or another live chat that connects a visitor on your knowledge base articles to a member of your support team.

Set up routing rules to direct incoming chats to specific teams based on criteria such as the type of issue. Navigate to the Conversations > Inbox settings to configure routing rules for your live chat. You can create custom routing rules based on various attributes such as contact properties or chat properties.

I hope this information helps,

Pam

[rockzau]

Hi Pam, 

Thank you for this information? Are you able to do this with a chat bot? So the chatbot does the initial communication and then sends it to a Live Chat agent if needed? I set up a bot and had it branch to live chat, but not sure if that is the best way to do it. Also, our teams will be working out of the Help Desk feature vs Conversations.