ChatBot & Live Chat
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      Live Chat - About

      You can now Live Chat with website visitors using the TOMIS Chatbot! Download our mobile app today!

      Setting up Live Chat for the first time will require special configuration by TOMIS — please contact us and we’ll configure the Chatbot for you!

      If you already have Live Chat enabled, you can respond to conversation within the desktop view of the TOMIIS App, or within the mobile app. The TOMIS mobile app is available within the Apple Apps Store and Google Play Store. For more information on downloading the TOMIS mobile app to manage chatbot conversations, view this guide.

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      Requirements

      1. The TOMIS Chatbot is installed on your website and has been configured for live chat.

      2. You have a TOMIS login.
      3. Download the TOMIS mobile app from the Google Play Store or Apple App Store, OR login at app.tomis.tech on desktop.
      4. If using desktop, you MUST use Chrome, Firefox, or Microsoft Edge browsers. Safari is NOT supported at this time.

      How does it work?

      Live Chat is an optional feature within the TOMIS AI Chatbot. Live Chat works together with your Chatbot--turning on Live Chat does not "turn off" or disable the AI Chatbot.

      If you are available and want to Live Chat with all Chatbot users, turn on Live Chat! If a chat comes in after hours or you cannot answer customers right away, no worries, the AI Chatbot will answer your customers' questions. Keep reading to find out more!

      If Live Chat is turned ON:

      • Enable Live Chat by turning ON the "Straight to Live Chat" setting. 
      • Chatbot will require the customer to input their name and email address.
      • All available agents will receive a push notification on the TOMIS mobile app and/or a browser notification on desktop.
      • The first employee to "accept" the conversation will be the assigned Live Chat agent -- only one employee can respond to a chat at the same time. 

      If Live Chat is turned OFF - Live Chat can still be triggered!

      If the "Straight to Live Chat" setting is turned OFF, the TOMIS AI Chatbot will answer all customer questions. However, Live Chat will still be triggered for users that need additional help. There are two circumstances in which this might happen:

      1. A customer asks to speak to a human/employee/representative. For example, "Can I chat with a person?", "Is there an employee I can talk to?"

      2. The Chatbot cannot understand a customer for two consecutive messages.

      In either scenario outline above, the process will be the same as if "Straight to Live Chat" was turned on:

      • Chatbot will require the customer to input their name and email address.
      • All available agents will receive a push notification on the TOMIS mobile app and/or a browser notification on desktop.
      • The first employee to "accept" the conversation will be the assigned Live Chat agent -- only one employee can respond to a chat at the same time. 

      How to accept new chats

      When Live Chat is requested, the Chatbot will check if any support agents are online & available to chat. All available support agent will be notified of an incoming chat via a push notification on their phone or a browser notification on desktop. Simply click the notification and join the chat! 

      • If using the mobile app, you must allow notifications for TOMIS.
      • If on desktop, remember to turn on browser notifications found via Marketing HQ > Chatbot > Settings. 

      How to end a conversation / return conversation to Chatbot

      After you are done chatting with a customer, you should "archive" (i.e. leave) the conversation.  Archiving a conversation will return control of the conversation back to the AI Chatbot.

      ON THE MOBILE APP: When viewing the conversation, click the information icon in the upper right hand corner. On the pop-up modal, hit "Leave & Archive Chat". 

      ON DESKTOP: In the upper right corner hit the settings icon > leave conversation. This will return control of the conversation back to the AI Chatbot. The conversation will then be moved to Archive where all support agents can review the conversation.