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Status
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Type
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Reference
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Reader
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Clients
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Reader goal
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Know their customization options for smartloop and make decisions to tell CSMs.
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Contributors
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Adam, Ben
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JUNO version
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V1.14
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Reviewers (check the box when you’re done!)
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- Adam
- Ben
- Travis
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Review deadline
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Notes for reviewers
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I just have one question about the appropriate way 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.
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An example Help Chat conversation. See the table below for details.
The Help Chat has a few basic elements that you can customize:
Element | Options | |
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1 | Icon |
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2 | GreetingAvatar |
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3 | Schedule |
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4 | Recorded content |
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5 | Live agent availability |
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Change icon color 
In addition, the Help Chat has standard automated responses to technical support questions. They were created from a substantial list of real-world questions, and we are constantly refining them. For example, a user who types I’m getting audio feedback will get an automatic response suggesting different ways to fix the issue.
Covered topics are:
Audio issues
Feedback or echoes
Audio not connecting
Unable to hear anyone
People can’t hear me
Camera not connecting
Performance Issues
No video stream
Unexpected behaviors or poor performance
Trouble logging in
Magic link doesn’t work
Never got an email
Download and access the mobile app
App is frozen
These standard responses come with the Help Chat, free of cost. If you have your own list of anticipated questions, talk with your JUNO team representative about adding custom automated responses.
Or you can completely remove automated responses (also known as a hollow bot).
Element | Options | |
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56 | Automated responses |
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Add custom automated responses (talk to your JUNO representative about this option)