How to get started with Live chat

All you need to know about live chat 

Automation and bots are great for responding quickly and when you are not there, but sometimes talking to a human is best in some situations. Why not have the best of both worlds and use Live chat when you have someone available to talk to your customers?

In this guide we cover:

How does it work?

All you have to do is connect your Slack workspace with your Continually account then select a channel. Then once someone gets in touch with you we notify you in the channel, who they are and what they have said and you can jump into a live chat conversation with them.

How does Livechat work?

How to connect Slack

Along the top navigation go to Live chatthen click on the Connect Slack button.

How to connect to slack

Then sign into your Slack workspace and select a channel. This channel will be where your team receives all notifications for live chat. 

How to turn Live chat on/off:

You need to connect your Slack workspace before you can turn Live chat on. 

Along the top navigation go to Live chat

Then in Live chat settings, you will have an  on/off switch. 

How to turn Live chat on/off:

Setting your availability 

When it comes to setting your customers' expectations around response time, we help out by checking your status on Slack. 

If you are offline, we notify your customers saying that you are offline and will respond asap. If they leave a message, we automatically request an email so you don't miss the lead.

For us to use your Slack status you must select your Slack name in settings.

  1. Go to the Live chat page
  2. Make sure Slack is connected and Live chat is on
  3. Select your name from the dropdown list

Setting your availability

Setting your automatic responses

When someone gets in touch through live chat, it's good to prompt them to let them know that their message has been received and someone will help ASAP. 

You can customise your automatic responses and set different messages for when you are offline or online!

These settings can be set on your live chat page

Setting your automatic responses

Automatically request email

Sometimes you just can't respond quick enough, so the lead ends up leaving. 

You can avoid losing this lead by automatically capturing the lead's email. This way if the lead decides to bounce, you can always send a follow-up email to answer their question!

These settings can be set on your live chat page

Automatically request email

Go back and see the conversation

Once you have finished your conversation. You can always go to the leads page and find the conversation you had.

Go back and see the conversation

Slack commands

You can use our Slack commands to quickly capture customers details.

Slack commands

Does live chat affect my bots?

No. Turning live chat on/off does not affect your bots.

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