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Status

NOT VISIBLE TO PUBLIC IN SECOND REVIEW

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

Notes for reviewers

I left some inline comments, please check them out! Thanks for your help (smile)

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

(info) Change icon color (appears on the welcome page and the site navigation bar) ↗

2

Greeting

(info) Change text Welcome! If you need anything, use this message box to enter some words describing your request. (200 characters max) ↗

3

Schedule

(info) 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

(info) 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 (also known as a hollow bot):

Element

Options

5

Automated responses

(plus) Add custom automated responses for anticipated questions ↗
(error) Remove automated responses so support only comes from live agents (this does not remove the Greeting, Schedule, or LIve agent availability messages) ↗

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