Installation Guide

Requirements

To enable the Live Agent Engine, you will need to determine the following information:

Number of Users

Create a list of agents who will have access to the Live Agent Engine. The list should include each agent's first name, last name, and email address. All accounts have a minimum of five user seats. To determine the number of Live Agent Engine seats your organization has available, reach out to your Account Manager.

If desired, you can separate agents into different teams within your Live Agent Engine. This helps improve efficiency and ensures that users are escalating their questions to the correct department. Learn more by tapping this link: Multiple Team Involvement

Escalation Schedule

Your live escalation system requires a set schedule to automatically switch on/off during certain times throughout the week. For example, Monday-Friday, 9 am - 5 pm.

Note that the system looks at multiple factors before escalating a conversation. To learn more about what those factors are or how administrators can adjust the schedule, tap the link: Escalation Schedule

Response Copy

When a user is attempting to escalate to an agent, there are a few standard responses that the chat responds with. These responses are fully customizable and are fired depending on the escalation schedule and agent availability. We have included some sample messaging below:

• Live Person Available: One moment while your conversation is escalated to a live agent. Please leave your email address or phone number in case we are disconnected.

• Live Person Unavailable: All of our agents are currently busy. Please try again later or reach out to our at xxx-xxx-xxxx or [e-mail].

• Live Person Outside of Hours: Thank you for contacting us! Please try again during our standard business hours, Monday-Friday from 9 am to 5 pm or select the link below to complete a contact form and a member of our team will reach out to you as soon as possible.

Reach Out to Your Account Manager

Before we can kickstart the build process, reach out to your Account Manager with the information you gathered above! They will ensure that you have enough Bridge seats and walk you through best practices before submitting a ticket on your behalf.

System Testing

Once the Live Agent Engine is built within your dashboard, you can test its functionality before pushing it live. To test, follow the steps below:

1. Log in to the Satisfi Labs dashboard

2. Tap on the Bridge tab and select Launch Bridge to access the Bridge dashboard

3. On a separate tab, launch your bot located on your website/app or using a provided web link chat

4. In your chat, type !mode=draft and then hit enter. The chat will respond with the response "Mode set to draft"

5. Escalate the conversation by asking to speak to a live agent

6. If you don't have team routing, you will now be escalated to an agent, and you can begin testing through your account. If you have team routing, you will first need to select the team you would like to speak to

Steps 4-6

Within the Live Agent Engine dashboard, ensure your status is set to online. Otherwise, it will say there are no agents available. If your conversation is not assigned to you, intercept it and assign it to yourself.

1. When you are testing, ensure that you test the following:

   • Setting Your Status

   • Adjusting Your Notifications

   • Intercepting and Assigning Conversations

   • Replying to a Conversation

   • Sending Private Notes & Canned Responses

   • Mentioning Other Agents

   • Resolving a Conversation

   • Exporting a Transcript

   • Filtering Your Dashboard View

Once testing is complete, please let the Satisfi Labs team know which day you'd like live chat switched on!