Rep includes built-in human support hand-off features to help you assist your shoppers when they require human assistance. This article outlines live chat features available in the Rep console, navigating to a live conversation via email notifications, and additional live chat functionality available through Rep’s helpdesk platform integrations.
- View and drop into live chats in the Rep console
- Understand the Contact Support email notification chat link
- Helpdesk (support) integrations
View and drop into live chats in the Rep console
- Log into the Rep console at the following link to view the Homepage: https://app.hellorep.ai/home
- On the Homepage, the Conversations Overview panel shows any live conversations (currently ongoing).
- Selecting View in the Conversations Overview panel will bring you to the live conversation(s) on the Conversations page.
- After selecting a live conversation in the left column, click Agent Drop In to join the conversation and correspond with the shopper in real-time.
- After selecting Agent Drop In, write your message to the shopper in the field at the bottom of the page, then click the Paper Plane icon on the right to send the message. You’ll receive a notification at the top of the page verifying your first message has been sent.
- Any replies from the shopper will appear in the conversation log, and you can continue conversing with the shopper as needed. Once your assistance is no longer required, select End Conversation on the right to exit the live chat and allow Rep's AI to assist further.
Understand the Contact Support email notification and chat link
When a shopper requests human assistance in the conversation in the Rep widget, Rep will gather the shopper's contact details and send you a notification email. This email contains a summary and transcript of the conversation so far, as well as a link to navigate to the conversation in the Rep console.
Once you arrive at the live conversation in the Rep console, you can converse with the shopper in real-time using the message field at the bottom of the page.
If the shopper is still active on the website, your replies will appear in the Rep widget for the shopper.
If the shopper has already left the website, your reply will be sent to the shopper via email.
In addition to the notification email, you can view conversations where the shopper has requested human assistance from the Homepage in the Rep console. In the Conversations Overview panel on the Homepage, you’ll see Human Assistance Needed in red underneath Live Conversations.
Helpdesk (support) integrations
If you’ve integrated your helpdesk platform with your Rep account, shopper requests for human assistance appear as new tickets in the helpdesk platform’s email ticket interface.
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If you reply while the shopper is still on your website, the conversation will turn into a real-time live chat. In other words, your reply within the email ticket interface will appear as a live message within the Rep widget on the shopper’s end. You can then continue conversing with the shopper within the ticket interface in your helpdesk platform.
- If the shopper has already left your website, your response will still be sent to their email address. This setup ensures that you can respond immediately or at a later time, as you prefer, knowing your messages will always reach the shopper.
To see Rep’s current list of available support platform integrations:
- Log into the Rep console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to Settings > Integrations.
- Select the Support tab at the top of the Integrations page to view the available helpdesk integrations and connect your helpdesk platform.
Need help or advice? Reach out to us at: support@hellorep.ai