Using the chat
Ideally the chat is used as the first point of contact for all after-sales customer service. The assistant answers most delivery, tracking and return questions on its own. When it cannot, it hands the conversation to your team.
Customer view
Customers will be able to use the chat on the OGOship tracking page. There is an AI widget on the page with which the user can initiate the chat.
Do not respond to the customer from this view as the merchant!
The user may also add files e.g. a photograph. The entire chat and attachments will be saved to the individual order. The history will not be lost and the user and merchant can continue from where they left off.
Merchant view
Below is where you as the merchant respond to chats!
All chats may be accessed from the myOGO2 service menu "Chat":
Opening a chat open the chat view. On this page you can see the ongoing chat with the customer:
You can write your response to the customer in the chat window.
The software tracks if the customer has read the merchant's response. If the response is not read, the system automatically sends a notification by email to the customer about an unread message.
Important: you need to configure the send-out message of this notification! See "Enabling chat notifications for the customer" in the AI chat configuration guide.
Testing the chat
You can test the chat in two ways. Neither sends anything to your customer.
As a customer, on the tracking page
Open the tracking page of an order you can log in to, for example one shipped to yourself. Add ?test=true to the end of the page address (or &test=true if the address already contains a ?). A red bar at the top of the page shows that test mode is on.
In test mode:
- the conversation is not saved and does not appear in your Chat view
- if you ask the assistant to cancel the order, it replies as if it did, but the order is not cancelled
- if you ask for a person, the assistant goes through the handover, but no request reaches your team
Use this to check what your customers will see after you change the tone, shipping facts or return settings. Test mode stays on in that browser until you turn it off: [how to turn it off, to be confirmed].
Test mode does not test your notifications, because nothing is sent. To check that a handover reaches your team, run one normal conversation on your own order and ask for a person.
From your Chat view (merchant facing)
In an open conversation, the "LIVE" button shows that you are in the real discussion with the customer. Click it to switch to test mode, where your messages are not sent to the customer. You can delete the chat history after testing.
Clicking the "LIVE" button enables a test mode which will not convey the actual message to the customer. This offers the opportunity to test the chat with a live order.
The chat history can also be manually removed after tests from this admin view page.
Human interaction with the chat
The merchant can always monitor every chat even if they are not taking part into any. Merchants can even join the discussion live if they see a need for that. The AI agent can be manually turned off in these cases. Joining into chats taking place live is not easy without notification though. Note: notifications can also be configured in a way that they notify the merchant of ALL new chats, even when human support is not requested by the consumer.
If a customer asks to talk to a person, the assistant sends a request for your team to join the conversation. It also does this on its own when a parcel is later than expected, when something is missing, wrong or damaged, or when the question is outside what it covers. Before handing over, it collects the details your team will need. There are three ways the request can reach your team:
Please see the details of what these interactions mean from the AI chat configuration guide.