Configuring the live chat conversational style

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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