Enhance your live chat workflow by automating messages and assigning agents based on customer selection. This ensures customers receive immediate, relevant information while connecting with the right agent, reducing response times and improving overall satisfaction.

Create Workflow with Choice Message

1. Go to Admin Settings: Navigate to Admin > Chat > Workflow > Conversation Created and click Add Workflow.

2. Enter Workflow Details: Provide the required information and click Next.

   

3. Design the Flow: In the workflow designer, select the Initial Block and click the Add icon.

   

4. From the context menu, choose Actions > Toggle Customer Input block. In the options, check Disable User Input to prevent customers from sending messages before adding the block.

6. Add a new block via the context menu and, then choose Branching > Branch Via Buttons.

   

7. Enter the Message field and create options using the Add Option button (e.g., Support and Sales).

   

Auto Assign Based on User Selection

1. Click Add under the Support option and configure an auto-assignment block to automatically assign support agents. Repeat the same for Sales.

   

2. Ensure each option routes to the correct agent group.

Send Message Based on User Selection

1. Configure automated messages specific to Sales and Support using the Send Message block. For the Sales path, navigate to the context menu and choose Actions > Send Message.

   

2. Enter the automated message for Sales.

   

3. Similarly, configure the automated message for Support.

   

4. Add additional blocks as needed, ensuring that each path concludes with an Exit block. Finally, Activate the workflow to enable messaging.

How It Works in the Widget

1. When a customer initiates a conversation in the widget, the system prompts them to choose an option.
2. After the customer makes a selection, the chosen option is posted as a message, an agent of the corresponding type is automatically assigned, and an automated response is sent to the customer.

Note: If you want the automated message to be visible only to the agent, enable Send as Private Message. This automated message is not visible to the customer, allowing for internal communication or private notes during the conversation.

This guide explains how to automate messages and auto-assign chats in live chat based on customer selection. By setting up a workflow, you can guide customers through predefined choices (e.g., Sales or Support), ensuring they receive relevant automated responses while being assigned to the right agent or team.