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Web Messaging bot

The Web Messaging bot (chatbot) acts as the primary point of contact for all text-based interactions.

The chatbot allows your customers to enter questions or requests in a chat window (accessible from a customer-facing web page) and then receive answers and guidance.

In a live chat session, the customer interacts with a customer service agent. In a chatbot session, the chatbot responds to a customer request by walking the customer through a set of predefined questions. The chatbot gathers the required information and completes the service request. This way, the chatbot offloads work from customer service agents to spend time on more complex tasks.

Chatbots analyzes natural language with text analytics. They learn how words are used in the context of your business and the specific intent for each customer in the context of their interaction. Context allows the chatbot to hand off the customer to the most appropriate agent to manage a request.

If a customer says, "I want to close my account," then the action the chatbot takes depends on whether the customer has recently made a complaint and has a high churn risk or is merely closing an old account. In case a customer has recently filed a complaint, the conversation might escalate to a retention specialist. If the account is old, then the chatbot can help the customer close that account.

Web Messaging bot options

U+ Bank, a retail bank, deployed the Web Messaging bot on its website to address customer issues and requests received through chat. In the following image, click the + icons to identify the options available for the Web Messaging bot.

Client logo: The Digital Messaging Manager provides an option to upload a logo and toggle the logo on and off. The maximum size of the image is 500KB. The system supports .jpg, .jpeg, and .png image types.

Once the logo is uploaded successfully in the Digital Messaging Manager, you can view the logo in the Web Messaging bot.

Welcome message: The system displays a welcome message when the customer clicks the Web Messaging icon on the web page to start a conversation with a bot or a CSR. The CSR admin can configure a customized welcome message on the Digital Messaging interface.

Minimize: This option allows the customer to minimize the Web Messaging widget.

Mute: When the Web Messaging widget has sound notifications enabled, the system notifies customers when new messages arrive in the chat widget using the audio notification. Customers can control sounds and mute or unmute notifications by selecting this option.

End session: Once the customer ends the chat session, the conversation is no longer available to customers. Ending the session ends the interaction for both the CSR and the chatbot. If customers relaunch the widget, they cannot see their conversation history, and a new interaction begins.

Download transcript: The customer can download the transcript of the conversation with the bot and the CSR. When the customer clicks the Menu option and selects Download transcript, the system displays the following message: User has requested a copy of the transcript.

The Download transcript option is displayed in the menu only after the customer initiates the conversation by sending the first message.

Continue in another app: This option takes the customer to the channel switching menu, from where the customer can switch the conversation to one of the following digital channels that you configure in the Digital Messaging Manager: Facebook Messenger, SMS, and WhatsApp.

Size: This option allows the customers to increase or decrease the font size of chat messages for better readability and writeability.

Emoji picker: The customer can select and send the emojis available in the list.

Send attachments: Customers can upload and send images and other supported file types during a conversation. The CSR administrator can use Infinity Studio to configure the file types and maximum file sizes that customers can send and receive.

Voice input: Customers can select the microphone icon and speak their message. The system converts the voice input into text, which customers can review and edit before sending.

New messages: When new chat messages arrive and customers cannot see them, the system displays a navigation button New messages. When they click the button, the chat window scrolls to the bottom of the widget for customers to view the newly-arrived messages.

Typing indicator: A typing indicator is displayed to the customer before a chatbot or CSR response arrives. You can disable this feature in Digital Messaging Manager.

Read/Unread messages: If customers open the Web Messaging widget and then scroll down to read a message, the system considers the message as Read. If the chat widget is minimized, the system displays the number of unread messages as a count badge on the chat bubble. When customers open the widget, the system clears the count.