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      Starting a Live Chat: Taking Over from Your AI ChatBot

      Handle conversations directly with the Live Chat feature to deliver a personalised customer experience.

      Yonder’s AI ChatBot delivers efficient, automated service to your customers, but there are times when a personal touch makes all the difference. Whether you’re handling a complex query or providing a customised solution, switching to live chat is quick and easy!

       

      How to Start a Live Chat

      1. Open the Inbox

      • Navigate to the Inbox Tab within the Yonder platform.

      2. Monitor the Chat in Real Time

      • Select an open conversation to view the ongoing interaction between the ChatBot and the customer.

      3. Take Over the Chat

      • Start typing in the text box at the bottom of the screen labelled 'Reply to website chat...'.
      • Once you send a message, the customer will see that a human has taken over the conversation and is available to assist.


      4. Close the Conversation

      • Once the interaction is complete and no further action is needed, click the checkmark icon to close the conversation.
      • Closing the chat resets the ChatBot so it can assist the customer again when they return to your website and start a new conversation.

       

       

      Things to Remember When Using Live Chat

      • The AI ChatBot stays off during live chats: Once you start a live chat, the ChatBot remains disabled for that specific interaction, even if the customer sends messages later.
      • Notifications for ongoing chats: By turning on the 'New message in existing conversation' notification setting, you'll be alerted when a customer responds - minutes, days, or weeks later. 
      • Closed conversations reopen automatically: If a customer sends another message, closed conversations will reopen with the full chat history intact.


      Pro Tip      : Always ensure you’ve thoroughly addressed all customer concerns before closing the chat to maintain an exceptional customer experience.



      Transitioning from the automated AI ChatBot to live chat is simple. By intervening when needed, you can offer a personalised experience that builds trust and improves customer satisfaction.

      Frequently Asked Questions


      Do I need to use the live chat feature?
      Not at all - it’s entirely up to you! The AI ChatBot can handle the majority of conversations, and you can jump into live chat as needed for more personalised interactions.

      Can I switch the ChatBot back on for a conversation?
      Once a staff member has taken over a conversation, the ChatBot will not re-engage. To enable the ChatBot again, you’ll need to close the conversation.

      Will the customer know it’s a human responding?
      Yes, as soon as you start typing, the typing indicator and your response will clearly show that a staff member has taken over the chat.

      Can multiple staff members join the same conversation?
      Yes, however, we recommend coordinating internally to avoid confusing the customer.

      What happens to closed conversations and customer chat history?
      Closed conversations automatically reopen if the customer sends another message, keeping the full context and previous chat history intact, allowing you to pick up where things left off.


      Have other questions? Contact support@yonderhq.com.