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.
- 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
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
-
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.