Engati Product Docs

⌘K
Engati - User Guide
Getting started with Engati
Registration
Login
Forgot Password
Navigation
Creating your first bot
Building your bot
Harnessing conversational intelligence
Deploying the bot
Simplified Broadcast
Tracking & Analytics
Activating Live Chat
Managing your account
Engati for Shopify - What’s in it for you?
Engati for WooCommerce - Onboarding and Deployment
Engati APIs
What's New?
Docs powered by
Archbee
Engati - User Guide
Engati for Shopify - What’s in...

How to add agents and use Live Chat

9min

1. Introduction

Users reach out to your brand from different channels, it could be either web, WhatsApp, FB, IG, or any other messaging platform. Manage all conversations using the OneView inbox.

2. How to add agents

Go to Settings, and select Live chat

Document image


Set up your work days and timezone.

Document image


Configure chat settings accordingly.  

Document image


You can enable video conversations as well. Get on a video call with your customers and answer their queries, without using third-party meeting invites.  

Add channel settings and add team categories. 

Now add your team to handle queries. Click on ‘Add team member’. Choose a role, add a name and email ID. Add channels and categories and click on Invite member.

Document image


You can edit categories, channels and delete a member.

3. OneView for Shopify

Agents can access order history, order status, create returns, and more with Engati’s OneView inbox. 

Document image


Agents can set up refunds for user orders directly from the one view by clicking on ‘Create Refund’ and adding the details required for a refund

Document image


Agents can view and update the user’s phone number and shipping address via one view. They can use prompts to trigger ready-to-use paths from the bot and increase productivity

Document image


To learn more about Prompts, check out the documentation here. 

Document image

Document image


Additional Attributes – The attributes created in the flow will be displayed here, if the attribute is empty, a ‘-‘ would be shown.

Document image


Recent Conversations – The stitched conversations of the Users will be displayed here.

Document image


Event log history - Event log history will show the agent activity for the user

Document image


4. Intents and sentiments

The bot can capture user intents and sentiments from conversations. The sentiment is picked from the latest conversation.

Sentiments can be positive, neutral, or negative. The intents captured can be payment inquiry, order inquiry, price inquiry, promotions inquiry, delivery inquiry, out-of-stock inquiry, cancel and refund, purchase inquiry, return and exchange.

Document image


Agents can sort the chats based on negative sentiments

Document image


Updated 03 Mar 2023
Did this page help you?
PREVIOUS
How to use the conversation builder?
NEXT
How to set up discount pop-ups
Docs powered by
Archbee
TABLE OF CONTENTS
1. Introduction
2. How to add agents
3. OneView for Shopify
4. Intents and sentiments
Docs powered by
Archbee