Slack
Let's get notified about visitors and speak with them, from Slack.
Last updated
Let's get notified about visitors and speak with them, from Slack.
Last updated
Slack is a widely used team communication tool. With Sopro Webchat’s slack integration, you can perform two things:
Live chat with visitors
Send notifications
Using this action block, your users can take up live chat with visitors right from their Slack channels itself.
This is particularly useful for sales teams, as they can instantly jump in and take up chats of qualified visitors on their website. Enabling them to be productive and prompt.
Go into Bot builder, open the bot flow you want to edit. Click to add a block and select "Live chat for Slack" block. Open the slack block and connect your Slack workspace by clicking on “+ Add account”, and choose it from the dropdown.
Next, choose the channel that you want to send the notification to.
You will only see the public channels in this list. To view your private channels, add the “Sopro” app to that channel.
Here you would need to set up the assignment rules, based on which the chat will be assigned to your agents.
While defining the rule, you need to choose a user/team that you want to assign the chat with, and a ‘wait time’ after which the system will reassign the chat as per the next assignment rule – if there is no reply given by the first user.
Now, whenever this action block is executed you will see a notification on your slack channel with a thread to continue the conversation.
On the thread, the user can use the input box to simply send replies to the visitor. Visitor replies will also be displayed in this thread.
Visitor information You can see a summary of the visitor information i.e. the name, email location, and webpage from where the visitor is chatting right now.
Also, you can click on the ‘View details’ button to see more information about the visitor.
Chat history On the slack thread, the first thing you see is the historical context of the chat till the point the human handover took place.
Messages are tagged as ‘Bot’ and ‘Visitor’ along with the timestamp.
Actions You can perform the following actions:
Reassign chats – Shows a list of users you can reassign the chat too
Send saved reply – Choose and send the saved reply
Create saved reply – Create a new saved reply
Delete saved reply – Delete a saved reply
Notes – Add a note message to the chat thread
Google calendar – Send a calendar event to book a meeting
Close Once you have completed chatting with the visitor, you can hit “Close” on the slack post to close the chat.
If not closed, Webchat will automatically close the chat after the session times out.
Using this action block, you can send notification on your desired Slack channel about an event that occurs during visitor chats.
For example, notifying your team about:
New chat from target country
Existing lead speaking with bot
User submitting qualified answers
You can even integrate your IP enrichment tools with Webchat, to fetch the potential company details of the visitor speaking with the bot, to send better and personalized integrations.
Connect your Slack workspace by clicking on “+ Add account”, and choose it from the dropdown.
Next, choose the channel that you want to send the notification to.
You will only see the public channels in this list. To view your private channels, add the “Sopro” app to that channel.
Now that you have selected the channel, all you need to do is craft the message that you want to notify your team about.
To make this message more helpful, use variables to extract collected data from the chatbot.
For example, if I want to be notified when a visitor is chatting with the bot from “United States” on the pricing page, here is how I would post.
To format your message, refer to Slack’s markdown guidelines.
Enable ‘Join conversation’ Enabling this option, adds a “Join conversation” button at the bottom of your message.
Clicking on it, allows the user to jump into the conversation and take over from the bot, to perform a live chat right from the Slack thread created.
Post on Slack threads If you do not want a new message post always, you can enable this option and enter the thread in which you want the bot to always post Slack notifications.
