¶ Visitor App New
¶ Overview
The Visitor App is an interactive interface that connects customers to your customer support team directly from your website. When you integrate our chat widget into your web page, it manifests as a blue, clickable bubble icon. This serves as an inviting gateway for your users to engage in real-time conversations with your Agents or interact with a Chatbot for automated assistance.
¶ Getting Started
Upon clicking the blue widget icon, users are presented with a login screen. This initial step is designed to capture essential user information before proceeding to the a designated Queue or a Chatbot.
¶ Integration
Upon engaging with the Visitor App, users encounter two potential paths depending on the established channel within PBXware:
- For Live Chat, after users submit their name and email, they are seamlessly transitioned to a specific Queue where they can begin dialogue with an Agent.
- With Chatbot integration, post-registration, users are presented with a tailored list of options. Selecting an option steers them toward a relevant Queue, subsequently connecting them with an Agent for further assistance.
¶ Configuration
Administrators can configure the Visitor App to determine its behavior and interaction flow. Customizing the Chatbot's dialogue options, and directing the flow of conversations.
¶ User Interaction
Once logged in, users can engage in a chat session that's either moderated by a live agent or automated via a Chatbot. The intuitive interface is designed to deliver a seamless user experience, encouraging effective communication and rapid resolution of queries.
¶ Visitor App Login Screen
- Click on the blue bubble icon displayed on the webpage.
- A login screen will appear, prompting for your name and email.
- If either field is left blank and you attempt to proceed, a warning message will indicate that the fields cannot be empty.
- Once you fill out both the name and email fields, click the 'Start Chat' button.
- You will be directed to a Queue where an Agent will welcome you and begin the chat.
¶ Engaging in a Conversation and Exchanging Files with an Agent
- Starting the Conversation: Once a user enters a Live Chat, they're ready to start a dialogue. Simply typing a message into the chat window and pressing 'Enter' will send the message to the connected Agent.
-
Sending Files: To send files, click the 'Attach File' icon, select the desired files, and confirm. Users can attach various types of files, enhancing the chat experience.
-
Editing File Selection: Users can review and edit their selection, ensuring only the intended files are sent.
- Monitoring File Upload: As files are being uploaded, a progress indicator will show the upload status. If necessary, users can cancel the upload before it completes.
- Downloading Files: After files are sent, both the user and the Agent can download them directly from the chat window, indicated by a 'Download' icon next to the file.
¶ Entering the Live Chat from Visitor App Outside Operating Hours
- Initial Attempt: When a user attempts to initiate a Live Chat session outside the designated operating hours, they will be automatically presented with a notification.
- Receiving the Message: The system will display a message informing the user that they have accessed the chat outside of operating hours. This message is designed to set the correct expectations immediately.
-
Providing Alternatives: Alongside the notification, the user will be offered alternative ways to get in touch, such as using other contact methods suggested by the system.
-
Encouraging Reconnection: The message may also inform users of the next available time to chat live, encouraging them to return during operational hours for direct assistance.
-
Customization Options: Administrators have the ability to customize this out-of-hours message, tailoring the communication to match the company's voice and providing specific instructions based on their business model.
¶ Error Messages and Alerts in Live Chat
- Chat Error Notifications: A red stripe will appear at the top of the chat window to alert users about any errors that occur during the chat session, providing immediate feedback and guidance on how to proceed.
- File Size Limitations: If a user attempts to send a file larger than the 5MB limit, an alert will notify them of the size restriction, prompting them to choose a smaller file to ensure successful transmission.
- Batch File Send Limit: When trying to send more than five files at once, the user will receive an alert indicating that only five files can be sent in a single batch, asking them to reduce the number of files before proceeding.
- Message Send Failure: If a message or file fails to send, the user will be informed that the sending process was unsuccessful, allowing them to attempt to resend the message or file.
¶ Ending and Restarting a Live Chat Conversation
¶ Steps to End a Chat:
- Click the "X" button in the chat window to initiate the closing process.
- Read the confirmation prompt to ensure you wish to end the conversation.
- Select "Yes" to confirm and close the chat.
¶ Steps to Re-engage in a Chat:
- After closing the chat, locate and click the "Start Chat" button in the chat interface.
- The chat window will reopen, ready for a new conversation.
- Begin interacting with the chatbot or wait for a connection with an available agent.
¶ Navigating to Chatbot from Visitor App
¶ Steps for Interacting with a Chatbot:
- Enter the Visitor App and input your name and email in the provided fields, after entering your details click on Start Chat.
- Browse through the Chatbot options presented to you.
- Select the option that best matches your inquiry.
¶ Transition to Agent:
- After making a selection, receive a welcome message specific to your chosen option.
- Wait briefly as you are routed to the appropriate Queue.
- Start your conversation with the live agent who will assist you further.
