Connect visitors to live agents

Hi, in this video, let’s look at how you can implement live chat for your business using dynamic chat. First, let’s look at how you can enable a visitor on your website to engage with the chatbot and connect with a live agent. Here I am on a landing page, where based on my profile, a conversation is loaded. Let me click on the chatbot and start engaging with it. It’s asked me which Adobe solution I’m interested in. Let me go for Adobe Marketer Engage. I can ask any question about Marketer. Let’s say, what are the key features of Marketer? It instantly gave me a response saying that Marketer Engage is AI-powered marketing platform. It can enable you to do lead account-based marketing, personalization, and automated campaigns, insights, analytics, and it also has little tricks. This is awesome. Let me show you a scenario where visitor asked a question for which bot did not have a response and offering the visitor to connect with an agent. Let me ask a question about hip-alumines. Is Marketer hip-alumines? So it did not have a response, and it’s offering an option to connect with an agent. Let me click on connect to an agent. It’s asking for my name. Let me give my name as John. It’s asking for my email address. Let me give it as johnd1atluma.com.

Based on my profile, it’s resolving an agent. As an agent, I get a notification saying that John D is interested to have a conversation. I can accept the chat. As a sales agent, I can see the conversation that happens so far and start engaging with John. Hey John, yes, Marketer is hip-alumines. To get the full context of the conversation that happened so far, instead of going through the whole conversation, they can leverage the power of Gen AI and hit generate, which generates a quick summary about the conversation that happened so far. Here you can see that it says a visitor asked about key features of adobe-marketer-engage and whether it is hip-alumines. And live agent confirmed that Marketer is hip-alumines. This way, an agent can quickly understand what happened in the conversation so far and start responding to the visitors. Let’s say a visitor is asking much deeper questions. Example, where does Marketer post data? As an agent, many times they might not know the response to the visitor questions or not fully confident. But with the power of Gen AI, they can simply say, click this one button, assisted response, and generate a response for visitor questions. Copy this and send it. This way, agents can quickly respond to the visitor questions. Now let’s look at step by step how can you set up Live Chat. First step is to ensure that you add all your agents as users with respect to permissions into your instance. So log into adminconsole.adobe.com, go to dynamic check product, go to the instance where you want to add agents. Here you can see there are a few product profiles that are already seeded. A product profile is very similar to a role in Marketer, where a role can have respect to permissions and you can add users to that role. So here we have a few set of product profiles and you can go to any product profile or you can create your own new. Let’s say I’m going here, Live Agent, and I can set permissions if necessary. Then go to users and click add user. Here you can add your agents with their email address and send them the invite. Once you add your agent, your agent gets a welcome email. As an agent, I can click on get started. Once I’m done creating my profile, I land on expense.adobe.com where I have an option to access dynamic chart. Let me click on dynamic chart. Based on the permissions given, I will have the options to access relevant modules. As you can see in the left rail, I can see the options for which I have the permissions based on my product profile that I belong to. So first, you’ll be prompted to enable notifications so that every time a live chat is assigned to you, you’ll get a browser notification. Click here to enable. Next, go to agent settings. Connect your calendar based on its outlook on Google. Once your calendar is successfully authenticated, you will see options to configure the email subject and the body that will be sent whenever a visitor puts a meeting with you. You can also set up your meeting availability, how long you want the meeting slots should be shown, and what is the buffer time between each meeting that you will want. Let me go for 15 minutes, and then I can set up a time zone. Pacific time, I’ll be updating, let’s say, Monday, Tuesday, Wednesday, and Thursday. I don’t want to take any meetings on Friday. And hit save. Then go to live chat availability, and you can choose the time and the time slots where you will be available. You can also add multiple slots as necessary. This ensures the live chats will only be routed when you are available. Now, agent is all set and ready to receive live chats. Next, let’s look at how can you add live chat option to a specific dialogue. Let’s go to a dialogue. In the stream designer, you see a new option, live chat card. As you know, you can design the conversation using the simple drag and drop canvas leveraging all kinds of cards. At any point in the flow where you want the visitor to be routed to a live agent, you can simply drag and drop the live chat card there. You can choose four different types of robin options. Round robin, which will pick an agent on a round robin basis, assign it to a specific agent so that every time a visitor engaging with this dialogue will only route it to that agent. Or assign it to a specific team so that whenever a visitor reaches this point, they’ll be routed to a group of agents every time. Or even you can assign it to custom groups. Let me go for custom groups. I hit save. Let me connect the card. And do ensure live chat card is the last card in your flow so that once it is routed to a live agent, the agent can take over. Connect with an agent. That engagement is captured as a new activity type in marker, which in turn created the trigger and filters. Like you can see here, engages with an agent in dialogue is a trigger that you can leverage in your smart list. Also, since these are native activities, you can use these activity attributes as trigger tokens to create interesting moments, create tasks, and send alerts to your sales presentators.