Using the chat
Ideally the chat is used as the 1st point of contact for all after-sales customer service. The AI agent is able to respond very well to 80 % of customer inquiries. And in case the issue cannot be handled by the agent, a request to get involved is sent by the software to the merchant.
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 by using the what 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! Please see "Enabling chat notifications for the customer" above on this same guide page.
Testing the chat
The "LIVE" button shows that the conversation is the actual discussion.
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.
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 wishes to talk to a human, the AI agent sends a request for a human to join into the discussion. There are three ways the message can be conveyd to the human agent:
Please see the details of what these interactions mean from the AI chat configuration guide.