Chat – Admin Configurations

1. Feature Overview

In LeadSquared’s Service CRM, customers can raise tickets through various channels, such as email, chat, calls, and social media. This article focuses on chat, powered by LeadSquared’s Chatbot and Converse features.

LeadSquared’s Chatbot feature enables you to set up an AI-driven bot that addresses and resolves customer queries in real-time. If a customer poses complex questions, the conversation can be seamlessly handed over to a live service agent using LeadSquared’s Converse feature. All of this helps reduce TAT, improve SLA response time, streamline agent bandwidth and optimize support cost.

When a customer chats with your organization either through the website chat widget or through WhatsApp, details from the conversation are automatically captured as a ticket in your LeadSquared account.

Once a ticket is created, you can set up assignment rules to automatically assign these tickets to your agents. Group Managers can also manually assign them to the agents in their groups. Once assigned, agents can work on resolving these tickets.

LeadSquared Service CRM

 

2. Prerequisites

 

3. How it Works

Before you configure this feature, ensure the Handover Node and Converse features are enabled on your account.

  1. Configure Assignment Rules – When your customer initiates a chat (either on WhatsApp or through your website), they’ll initially be conversing with the chatbot. Using assignment rules, the chat can be transferred to a live agent. Once a rule is created, use it to configure a Handover Node in the existing chatbot flow.
  2. Create SLA Policies – These policies are specific to chat and are independent of the existing SLA policy that governs Service CRM. They define the timelines within which a customer’s message should be responded to.
  3. Build Chat Disposition Form – Create a disposition form that’s displayed to your agents when the chat ends. Agents can record relevant information about the chat on this form.
  4. Ticket Creation Form – Agents have the option to create a ticket directly from the chat screen. In addition to that, when this setting is enabled, a ticket is automatically created based on the chat conversation.
  5. Customer Notifications – Customize notifications that are automatically sent to your customers when certain chat events take place (such as Agent Assigned, Chat Ended, etc.).

Once the feature is set up, your agents can begin chatting with customers.

 

4. Chat Configuration

Once you log in to LeadSquared (https://login.leadsquared.com/), to configure the Chat feature –

  1. Navigate to My Profile>Settings>Service Cloud.
  2. Under Channel Configurations, click Chat.

LeadSquared Service CRM

5. Assignment Rules

5.1 In Service CRM

Assignment rules define the logic based on which a chat is handed over to an agent or service group. Complete the steps listed below in Service CRM.

When a lead initiates a conversation with a Chatbot, and the bot is unable to resolve the lead’s queries, the chat can be transferred to a live agent using the Handover Node. Here, set up the assignment rule (also known as the Routing Rule) that can be used to configure the Handover Node.

Note:

  • If you do not configure assignment rules, the chat remains unassigned. However, it can be manually assigned to an agent by the Admin user.
  • Chat assignment rules govern chat assignments and are not related to ticket assignment rules.
  1. On the Assignment Rules page, click the Create Assignment Rule button.
  2. On the Basic Details & Conditions tab, enter the following details –
    • Name – Enter a name for the rule. This is mandatory.
    • Description – Enter a description for the rule.
    • Once you’re done, click Next.
  3. On the Routing & Assignment tab –
    • Individual – The chat is automatically transferred to the selected service agent.
    • Service Group – The chat is automatically transferred to the selected service group. Chats are assigned in a round-robin manner to the users in this group.
  4. Once you’re done, click Save.

Note: Once the rule is live, click the settings icon to –

  • Edit – Edit the details and assignment conditions of the rule.
  • Clone – Clone the existing rule, and create a duplicate.
  • Deactivate – Deactivate an existing rule. This will ensure the rule conditions are still stored in our system, giving you the option to re-activate the rule in the future.
  • Delete – Delete the rule and its configurations. This permanently removes the rule conditions from our system, and you will not be able to retrieve it in the future.

LeadSquared Service CRM

Rules are listed in order of priority. The first rule in the list is used as the primary (main) rule when transferring the chat. If the first rule’s conditions aren’t met, the second rule is checked. If the conditions match, the second rule will be followed. Otherwise, the conditions of the third rule are checked, and so on. You can re-order the rules in any order.

  1. To edit the order of the chat assignment rules in your account, click Re-order.
  2. Drag and drop the rules in the order of your preference.
  3. Once you’re done, click Save Order.

LeadSquared Service CRM

5.2 In Chatbot

Complete the step listed below when creating a LeadSquared Chatbot.

When creating a Handover Node, select the Assignment Rule (which was created in the previous section) as the Routing Rule. This ensures the chat is transferred to the selected service agent/service group.

Note: When creating a Handover Node, under the Handover To option, select Service Users. This ensures the chat is transferred to Service Users in your account.

LeadSquared Chatbot

 

6. SLA Policies

The SLA policy defined here will only apply to chat conversations. Once a chat is transferred to your agents, configure the specific deadlines within which they must respond to these messages. To configure the SLA policy –

  1. On the Chat Configuration page, click SLA Policies.
  2. On the SLA Policies page, alongside the default SLA, click the settings icon LeadSquared Service CRM , and then click Edit.
  3. On the Chat SLA Configuration page, enter –
    • Name – Enter a display name for the SLA policy (e.g., Chat SLA, etc.).
    • Description – Enter a description for the policy. This is optional.
    • First Response Time – Configure the response time within which an agent is expected to send the first response to the customer’s message.
    • Next Response Time – Configure the response time within which an agent is expected to send subsequent responses to the customer’s message.
  4. Once you’re done, click Save.

LeadSquared Service CRM

 

7. Chat Disposition

The Chat Disposition form allows your agents to record the outcome of the chat conversation. This form is displayed when the agent ends the chat or if 60 minutes have passed since the customer’s last response. To configure the form –

  1. On the Chat Configuration page, click Chat Disposition.
  2. To display the form to your agents when they end the chat, alongside Enable Chat Disposition, enable the slider LeadSquared Service CRM. This is optional.
  3. Then, configure the form fields. The disposition data will be stored in these fields –
    • Field Name – A display name for the field (e.g., Type, Importance, etc.).
    • Field Type – Choose from the following field types –
      • Select – From the list of options, your agents can select a single option.
      • Multi Select – From the list of options, your agents can select multiple options.
      • Textbox – Your agents can enter a free text response.
      • Richtext – Your agents can enter a free text response, and can additionally format their response.
    • If you’ve opted for the Select or Multi Select options, then –
      1. Click the settings icon LeadSquared Service CRM.
      2. On the Configure dropdown options pop-up, enter the list of options you want to display to your agents.
      3. To add a new option, click the Add option button.
      4. Once you’re done, click Save.
    • To make a field mandatory, enable the checkbox LeadSquared Service CRM next to the field.
    • To add additional form fields, click Add Field.
      • You can reorder the fields according to your preference.
  4. Once you’re done, click Save.

Note:

  • By default, the disposition form is displayed to your agents if 60 minutes have passed since the customer’s last response. The time interval mentioned here can be customized and updated to your preference. To do this, contact your account manager, or write to scsupport@leadsquared.com
  • If the threshold time is exceeded, the chat will auto-close, and the Chat Disposition form will not be displayed to your users.

LeadSquared Service CRM

 

8. Ticket Creation

Agents have the option to manually create a ticket from the Chat page. However, if you want every chat to be automatically created as a ticket in your account, enable this setting. Once enabled, whenever a chat is handed over to a live agent using the Handover Node, a corresponding ticket is automatically created in your account. To enable this setting –

  1. On the Chat Configuration page, click Ticket Creation.
  2. On the Ticket Creation pop-up, enable the LeadSquared Service CRM slider.
  3. Once you’re done, click Save.

LeadSquared Service CRM

 

9. Customer Notifications

For the following Events, a chat notification is sent to your customers –

  • Agent Assigned – A support agent has been assigned to the chat.
  • Assignment Pending – It’s halfway through the First Response Time SLA, and no support agent has been assigned to the chat yet. If something is wrong with the assignment node, or the agent assignment, the notification mentioned here will be displayed.
  • Assignment Delay – The First Response Time SLA has been breached, and no support agent has been assigned to the chat yet.
  • Half Time – It’s halfway through the First Response Time SLA, and no support agent has been assigned to the chat.
  • Chat Ended – This message is sent once the agent has ended the chat.

To edit the customer notification –

  1. Alongside the event, click LeadSquared Service CRM the edit icon.
  2. On the Edit Message pop-up, update the message content.
  3. Once you’re done, click Save.

LeadSquared Service CRM

 

Next Step

Once live, your agents can the chat feature to reply to customers, assign chats to other agents, create tickets, and more. To know more, refer to Chat for Service Agents.

 

Any Questions?

Did you find this article helpful? Please let us know your feedback in the comments section below. We’d love to hear from you and help you out!

Was this Helpful?