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LiveChat

Overview

Smartly Live Chat is a comprehensive omnichannel customer relationship solution that bridges the gap between AI automation and human expertise. It allows businesses to manage customer interactions across multiple platforms from a single, unified interface.

What is Smartly Live Chat?

The solution is designed to enhance customer support by combining the efficiency of AI agents with the empathy and problem-solving skills of human advisors.

Key Benefits:

  • Omnichannel Support: Manage conversations from Webchat, WhatsApp, and Messenger in one place.

  • Hybrid Automation: Seamlessly hand over complex requests from an AI Bot to a live agent.

  • Real-Time Efficiency: Use AI-powered tools (Copilot) to draft responses faster and more accurately.

  • Team Collaboration: Organize agents into specialized teams and routing boxes for optimized workflow.

Product Presentation Video

Watch our introductory video to see Smartly Live Chat in action and understand how it can transform your customer relationship management.
https://youtu.be/l3P6xCOF7L4?si=NyjJ3KTzfDZYbg-S

Navigating the Interface

The Smartly Live Chat dashboard is organized into three main areas:

1. The Global View (Dossier)

This section provides a high-level overview of all interactions within the organization.

  • Global Inbox: Access every customer request, whether they are new, ongoing, or resolved.

  • History: Review past conversations to ensure quality and continuity.

  • Spam Management: Filter out unwanted interactions to keep your agents focused.

2. My Tasks (Mes Tâches)

Dedicated to the agent's daily workflow.

  • Ongoing (En cours): Conversations currently being handled by the agent.

  • Pending (En attente): Customers waiting for a response or a handover.

3. Agent & Team Settings

Configure the "back-end" of your support.

  • Channels: Connect your Webchat, WhatsApp, or Messenger accounts.

  • Inboxes: Define routing rules based on language or category.

  • Teams: Group agents together based on their specialties.

Explore More Features

To deep dive into specific functionalities, explore the following pages:

Updated 1 day ago