Live chat is a powerful tool for enhancing customer engagement and support. When integrated into your CRM workflows, it allows for instant communication, efficient query resolution, and seamless automation. This guide walks you through setting up live chat triggers and actions to improve your customer interactions and streamline your processes.

Access Automation #

To get started, navigate to the Automation tab from the left navigation menu, then go to Workflows, click on “+ Create Workflow,” and select Start from Scratch.

Add a Trigger #

Select the “Customer Replied” option from the triggers list to initiate the workflow based on customer replies.

Filter Replies #

Click on the “Add filters” button, select the “Reply Channel” filter, then choose “Live Chat” from the dropdown menu and save the trigger. This ensures that the workflow is triggered by live chat interactions.

Set Up the Action #

Add the “Send Live Chat Message” action to your workflow. This will allow you to craft and send a message directly through the live chat.

Customize Your Message #

Write your message as you wish with Text, Trigger links, and Custom values that can be sent in the live chat, then save your settings.

Practical Applications and Examples #

Imagine a customer inquires about product availability via live chat. With the live chat trigger and action set up, your CRM can automatically respond with stock information or direct the customer to relevant resources, enhancing their shopping experience without manual intervention.

Live chat automation is a game-changer for businesses aiming to improve customer engagement and streamline communication. By following this guide, you can integrate live chat into your CRM workflows effortlessly, offering personalized, prompt, and efficient service.

Frequently Asked Questions #

Which trigger starts a live chat automation? #

Use the “Customer Replied” trigger, then add a “Reply Channel” filter set to “Live Chat” so the workflow only fires for live chat interactions.

How does the workflow respond in live chat? #

Add the “Send Live Chat Message” action, which lets you compose and automatically send a message directly through the live chat channel.

Can I personalize the automated live chat message? #

Yes. You can include text, trigger links, and custom values (customer data fields) so each automated reply feels personalized and relevant.

Where do I build the live chat workflow? #

Go to the Automation tab, open Workflows, click “+ Create Workflow,” and choose Start from Scratch to begin adding the trigger and action.

What is a practical use case for this automation? #

When a customer asks about product availability in live chat, the workflow can instantly reply with stock information or point them to relevant resources without manual effort.

My automated live chat message isn’t sending. What should I check? #

Confirm the “Send Live Chat Message” action is configured correctly and that no filters are unintentionally blocking the action from running.

Do I need to publish the workflow for it to respond? #

Yes. Save your message settings and publish the workflow so it can enroll contacts and send live chat responses automatically.