Using Suggestion Messages to Enhance Live Chat Workflows

Suggestion messages are prompts designed to enhance user engagement and streamline live chat interactions by guiding users toward relevant actions or support options. These messages only appear to visitors who create a conversation without filling out a form. This article will guide you on how to add suggestion messages and use them in setting up chat workflow.

Configuring Live Chat Suggestion Messages

To configure the suggestion messages, follow the given steps:

1. Open the Admin > Chat > Live Chat.
2. You can add a new live chat widget or update an existing widget.
3. Navigate to Chat Experience tab and open the Start Chat Configuration settings section.
4. Ensure that the “Initiate a conversation without filling out a form” option is selected to activate the suggestion message setting.
5. Turn on the Suggestion Message toggle switch and enter the following details:
   • Label: A user-friendly name displayed on the front end (e.g., button text or dropdown option).
   • Value: The backend identifier used to trigger workflows, actions, or logic.
6. Click the Tick (✓) icon to save the entry. To add more suggestions, click Add Another.
7. Click Update to save the changes.

Setting Up Workflows Using Suggestion Messages

The suggestion messages values will be available in workflow as Suggestion Value condition and can be used in setting up chat workflow. Follow the given steps to configure this type of chat workflow.

1. Go to Admin > Chat > Chat Automation > Workflows.
2. You will find a list of available workflow triggers. For more details, refer to this documentation; Workflow Triggers.
3. Select the Conversation Created workflow trigger and click Add Workflow.
4. Fill in the required details. They include:
   • Workflow name – Provide a descriptive name that reflects the workflow’s purpose.
   • Brand – Choose the brand to specify which brand’s conversations this workflow should apply to.
   • Source - Select Live Chat in the source field.
   • Conditions – This is optional.
5. Click Next to save the workflow.

Using Suggestion Values in Conditional Branching

1. In the workflow designer page, add a block by clicking the plus icon.
2. Select Branching > Branch via Conditions.
   
   
3. Set conditions based on suggestion message value as shown in the image below. Available operators include: Is, Is Not, Is Empty and Is Not Empty.
4. Click Add to save the configuration.
   
   
5. Set multiple branching conditions designed specific to every suggestion message value.

6. Proceed and configure your workflow based on need for each condition
   
   
7. Once done, choose any of the exit option and click Publish & Activate to enable the workflow.

Related Articles

How to build and manage workflows for chat conversations
Different Types of Branching in Workflows