Live Chat Feature : Conversation Starter Prompt
OCP now provides even more flexibility to live-agents. We now give users the ability to choose what starts/restarts a conversation. Previously, whenever the agent marks a conversation “Done”. The conversation is moved to the done folder, however if the bot user reaches out again, the conversation automatically moves to the “Open” folder.
This causes confusion among the live-agents between chats do need human support vs chats that do not. We now let users opt-in on this behavior of live chat.
Turning On Conversation Starter
Inside your flow builder’s side menu, scroll down and click on Settings tab. Click on “Live Chat” tab and scroll down till you see “Live Chat Features”
Click on Save to save the changes
Behaviour When Option is Enabled
Whenever this option is enabled, every new reply or message by the bot user WILL open up the conversation and if the conversation is moved to the “Done” folder, and the bot user reaches out again, the conversation will automatically moved from Done folder to the Open folder.
Behaviour When Option is Disabled
Whenever this option is enabled, every new reply or message by the bot user WILL NOT open up the conversation and if the conversation is moved to the “Done” folder, and the bot user reaches out again, the conversation will remain inside the Done folder until a live agent moves it or it is moved through bot automation.
Using Bot Automation's
You can still use bot automation's to move the conversations from Done folder to Open folder. This also lets you build a logic flow or apply certain conditions under only which the conversation will move to Done to Open folder.
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