Help Chat configuration options

Status	NOT VISIBLE TO PUBLIC REVISION IN PROGRESS
Type	Reference
Reader	Clients
Reader goal	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	01 Oct 2021
Notes for reviewers	I left some inline comments, please check them out! Thanks for your help

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 SCHEDULE TEXT
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) ↗

In addition, the Help Chat comes with standard automated responses to various technical support questions. These responses were created from a substantial list of real-world issues, and we are constantly refining them.

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:

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)