Help Chat (Smartloop) configuration options

The JUNO team can help you configure elements of your Smartloop Help Chat. Tell your JUNO team representative about any configurations you’d like.

The Help Chat has a few basic elements that you can customize:

Element		Options
1	Icon	Change icon color on the welcome page
2	Avatar	Change the help chat avatar. We recommend your logo or a branded character. (See specifications)
3	Greeting	Change text `Welcome! If you need anything, use this message box to enter some words describing your request.` (200 characters max)
4	Schedule	Provide the link to your schedule (web or PDF) and add any extra information for users. (300 characters max) Don’t provide a schedule.
5	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 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 won’t turn on
- Unable to hear anyone
- People can’t hear me
Network issues
- My connection is unstable
- I need help restarting my router
Camera won’t turn on
Trouble logging in
- Access the mobile app
- Magic link doesn’t work
- Never got an email

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
6	Automated responses	Add custom automated responses (talk to your JUNO representative about this option) Remove automated responses so support only comes from live agents (this does not remove the Greeting, Schedule, or LIve agent availability messages)