How do I setup and use Birdeye Livechat?
Respond even faster to customers with Livechat and Chatbot
Webchat adds a chat widget to any/all pages of your website, allowing web visitors to send you questions and also captures key contact information. Enable Livechat and Chatbot for enhanced functionality.
BIRDEYE LIVECHAT
Chat in real-time with customers while they are on your website. Whether it’s your sales or customer service teams -- or both -- use Livechat to communicate with your website visitors while they are on your website.
BIRDEYE'S AI-POWERED CHATBOT, ROBIN
Our chatbot, Robin, uses AI to automatically respond to frequently asked questions about your business. Robin reduces the time spent by your website visitors looking around for answers to basic questions. And also lets you focus your time on responding to more complex questions.
Frequently asked questions which the Chatbot can answer: BUSINESS HOURS, SERVICES, LOCATION, PAYMENT OPTIONS, LANGUAGES, CONTACT DETAILS, WEBSITE ADDRESS and CHATBOT FAQs.
SETTING UP LIVECHAT AND CHATBOT
Both Livechat and Chatbot can be configured from Webchat settings. To turn on Livechat and Chatbot for your business, go to “Settings”, then hover over the 'Inbox' drop-down menu and select the ‘Webchat’ option.
On the new screen, you can select the ‘Widget’.
Now, on the widget settings page, you have the ability to turn Livechat and Chatbot ‘ON/OFF’. You can enable live chat, under the 'Chat flow' tab.
Under the 'Chatbot' tab, you can enable the chatbot.
USING LIVECHAT AND CHATBOT
Businesses have the ability to use both Livechat and Chatbot, or either one of them.
If Livechat is enabled
- Web visitors type in a name, phone number and message to the business.
- If enabled, business users are notified immediately of new messages by both a browser notification (Chrome and Firefox only) and the Birdeye app push notification.
- While visitors are still on the website, business users can chat with them from Inbox and the business response is displayed in the chat widget window to the visitors.
If Chatbot is enabled
- Web visitors type in a name, phone number and message to the business.
- Chatbot is active and responds to a number of predefined question topics it has been taught to answer.
- In the case of voicemails, Robin engages caller immediately by understanding the voicemails and sending relevant answers to frequently asked questions.
- If the message from the web visitor does not contain a question Chatbot can recognize, it displays the message: “We’ll text you! Our team is currently unavailable. We’ll follow up with you soon on your number”, and the message is added under the “Open” tab within the Inbox.
If both Livechat & Chatbot are enabled
- Web visitors type in a name, phone number and message to the business. Chatbot is active and scans for predefined question topics it has been taught to answer.
- Chatbot will respond to the question if it can. If it cannot respond, a browser notification (desktop) or push notification (mobile app) is sent to alert your team of the new message so that they are able to respond to the visitor, in real-time from the Inbox.