Configuring the live chat conversational style

Live chat is a real-time conversation between an end user and an agent, with a related
ticket that closes immediately (or close to it) after it is solved.
To configure the live chat conversation style for all tickets, you'll need to create a
trigger that performs the following actions:
Look for tickets with the status category of Solved and the channel
Messaging.
Change the ticket status category to Closed.


This style works best in conversations where the AI agent doesn't need a lot of
clarification or information from the user. If there is a lot of back-and-forth, the
trigger could possibly solve the ticket before the conversation is finished, resulting
in the user not seeing AI agent replies and starting a new ticket when they return to
the widget.
Before you start, read Conversational styles in messaging for an overview of each
conversational style.
This article contains the following sections:

Creating the trigger
More information



Creating the trigger

Use the following procedure to create a trigger that changes the status category of
solved messaging tickets to Closed.
To create the trigger

In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
Click Add trigger.
Enter Live chat conversational style as a Name for your
trigger.


Tip: To help organize your triggers, you can create a category that groups
this type of triggers.


Click Add condition.
Configure the following two conditions:

Ticket > Status category > Is > Solved


Ticket > Channel > Is > Messaging




Click Add action to configure what happens when the trigger conditions
are met.
Configure the following action:


Ticket > Status category > Closed




When you are finished, click Create.

Now, when tickets have a status category of Solved and are in the Messaging
channel, their status category will automatically be set to Closed.


Tip: To apply the live chat conversational style to specific types of tickets, you'll
need to add additional conditions to this trigger.




More information


Conversational styles in
messaging
Configuring the live chat for returning
customers conversational style
Configuring the social messaging
conversational style



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