Interactive buttons have many use cases. It saves time and guides the customer in the right direction, as well as helps the agent better understand the customers needs. You can add answers to frequently asked questions by adding a link to a button, guiding the customer to the page with the answer to their question. Or guide the customer to the right agent/queue by letting them choose within which category/area they need assistance.
You can also add buttons to Canned Answers so that the agent can easily guide the customer based on their question.
There are two types of interactive buttons:
Example: button(text="Invoice question")for easy and efficient communication with the agent or bot.
Example: button(text="Connectel website" url="https://www.connectel.se")for redirecting the customer to a different site.
How to add Interactive Buttons
In the Admin interface go to Chat -> Chat Websites and click on the three dots on the chat you want to add the buttons to. Click Edit Chat Website
Go to Actions
Drag Auto Reply into the Action list
Click on the three dots and Edit Application and then add the buttons:
button(text="Invoice question") for text or button(text="Connectel website" url="https://www.connectel.se") for a link.
Add Interactive Buttons to Canned Answers
Go to Canned Answers
Click on the + button
Create a new unique key and add the buttons in the same way as in Actions.
The unique key is what the agent will search for in the list of Canned Answers.
Now agents can search for the key and add the Canned Answer in interactions