Know their customization options for smartloop and make decisions to tell CSMs.
Contributors
Adam, Ben
JUNO version
V1.14
Reviewers (check the box when you’re done!)
Adam
Ben
Travis
Review deadline
Notes for reviewers
I left some inline comments, please check them out! Thanks for your help just have one question about the appropriate was to refer to “upsells”. Then ready to pub. Thanks!
The JUNO team can help you configure elements of your Smartloop Help Chat. Tell your JUNO team representative about any configurations you’d like.
An example Help Chat conversation. See the table below for details.
The Help Chat comes with a few basic features and messages that you can customize:
Element
Options
1
Icon
Change icon color (appears on the welcome page and the site navigation bar) ↗
2
Greeting
Change text Welcome! If you need anything, use this message box to enter some words describing your request. (200 characters max) ↗
3
Schedule
Change text It looks like you're trying to access a schedule. You can view and download a copy of the event dates at the link below: LINK HERE Provide the link to your schedule and add any extra information. (300 characters max)
4
Live agent availability
Change text NOTE: Live agents are not available on this system 24/7. From MM/DD/YY--MM/DD/YY they can be reached between HH:MM--HH:MM GMT. Provide specific dates and times and add any extra information. (300 characters max) ↗
...
If you have your own list of anticipated issues, you can add extra automated responses for an additional cost. Or you can remove automation completely (also known as a hollow bot):
Element
Options
5
Automated responses
Add custom automated responses for anticipated questions ↗ Remove automated responses so support only comes from live agents (this does not remove the Greeting, Schedule, or LIve agent availability messages) ↗
Change icon color (appears on the welcome page and the site navigation bar) 
Add custom automated responses for anticipated questions 
Remove automated responses so support only comes from live agents (this does not remove the Greeting, Schedule, or LIve agent availability messages)