How to Chat / Best Practices

How to Chat / Best Practices

There are only 2 different reasons you should reply in the chat. 

  • The chatter has completed the chat flow and the bot is no longer asking questions.
    • When this happens the team member should thank them for talking with the bot and see if they can help them answer any questions right now. This includes questions they had already asked in the chat with the bot.
  • The chatter is no longer responding to the bot.
    • After about 30-45 seconds the team member should chat in to try to re-engage the chatter. After you've got the chatter talking with you, make sure to obtain their email address so you can follow up with them and so they will get a copy of the chat in their email.

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