Live Chat Widget
The chat widget appears as a floating button on your website. Visitors start conversations that are routed to your support agents or AI chatbot.
AI Chatbot
The chatbot handles common questions automatically using intents:
- Go to Support > Management > Chatbot Intents.
- Create intents with training phrases (keywords that trigger the intent).
- Write response templates for each intent.
- Set an action type: respond with text, search knowledge base, create ticket, or transfer to a live agent.
Escalation
When the chatbot cannot answer, visitors can escalate to a live agent or create a support ticket directly from the chat window. All chat history is preserved in the ticket for context.