How to Interact with Your Website Visitors via Live Chat
Live chat is a tool that allows you to improve your communication with website visitors. It makes the interaction process easier and helps enhance customer satisfaction and increase loyalty.
In this article, we'll show you how to manage your live chats and give you some tips on how to provide better customer service and increase user engagement with live chats.
Live Chat Audience
Your website visitors are identified by their device type, location, and browser session ID. If a user switches to another browser or clears their cache, they will become a new website visitor.
All contact names are automatically set as {{defined_user_geolocation}} {{time and date}}. Once you receive more information, you can add it to your account.
Live Chat Conversations
You can set up your live chat to answer frequently asked questions. Once a user asks if they can talk to a human, your live chat agent can take over the conversation and reply to them.
You can receive updates about newly opened chats in the "SendPulse Chatbots" app, in your SendPulse account, and through web push or email notifications. Likewise, when creating a live chat flow, you can set up your "Action" element to start your live chat.
Access chats in the “Conversations” tab, “Audience,” or the “Chats” widget.
Review Your Live Chat History
SendPulse stores your live chat history in your conversations with users. If a user revisits your website using the same browser, they will be able to see your replies, including the ones they have not read yet.
To find a conversation, select a live chat, and find your contact. You can also filter your chats by the “Closed” and “Open” statuses, and search by user name.
You can view your chat history with the bot or live chat agent and the status of your last message.
| Pending | The user has closed the website page where you installed your live chat widget. The message is waiting to be delivered. |
| Delivered | The user was on your website but has minimized the live chat widget and hasn't read your message. |
| Read | The user received and viewed your message. |
Communicate as a Live Chat Agent
In the bottom field, you can reply to users in your live chat. You can enter up to 512 characters for one message, attach files, and diversify your messages with emoticons.
Consider personalizing your communication with live chat users. Ask for visitors’ names and other data points, add them to variables, and use this information in your future conversations. We also recommend asking for users’ contact info or offering them to follow you on social media to keep in touch.
Once you've composed your message, click Send.
You can also pause automations if you see that a scenario doesn’t meet your user's needs. Then, you can take over the conversation as a live chat agent.
Manage User Data
The panel on the right displays information about your users and allows you to manage your replies.
You can see users’ statuses and respond accordingly.
| Online | The user is currently on your website. |
| Offline | The user has closed the website page where you installed your live chat widget. |
You can also check how long ago they were active on your website and the last page they visited.
If you obtain a user’s name while interacting, click the pencil icon under their avatar, and edit their data.
You can also record other information about users in variables and add tags to personalize your conversations with them in the future.
If you receive new information during your interaction, you can edit your deal data and customer contact info in your CRM system.
Read more: How to Use a Live Chat.
Integration with OpenAI
You can also connect ChatGPT to generate replies based on your company data.
Write detailed prompts, and allow the AI to reply to users via live chat for you.
For example, you can create a customer support or sales representative personality for your live chatbot and provide basic information about your company and products in the form of questions and answers. The AI will generate replies based on your company data and user responses.
Go to “Bot Settings” > “Integrations,” and click Connect next to “OpenAI (ChatGPT).”
Read more: How to Connect GPT to Your Chatbot.
Live Chat Flow Setup
You can also create flows for different customer requests. Analyze user requests, select keywords, create commands, and launch your flows.
Go to the “Bot Structure” tab to create new flows or customize your existing ones.
Develop a live chat scenario to send messages to users depending on their actions. Set up transitions between flows so that your pauses between messages become short and logical.
Read more: How to Create an Automated Live Chat Flow for Your Website.
Last Updated: 17.10.2023
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