This Standard Procedure will show you a step-by-step guideline on building your live chat system on Zendesk. It will also highlight the tips that you should pay attention to during your bot-building journey.
Level One - Build Tree for Live Chat Assignment
This section shows how to create a tree for an inlet channel. Inlet channel is the channel in which a chatbot chats with the end user (i.e. a client-facing channel like your Facebook Messenger bot on your Facebook Page). Inlet channel connects with outlet channel when implementing live chat setup.
Outlet channel will be the channel which receives live chat requests (ticketing) and and allows agents to respond to the live chat requests from end users.
Please remember to connect your Zendesk Channel on Stella before testing for any result.
Level Two - Setup Commands for Live Chat
There are useful commands for agents to use during live chat. For example, you can end a live chat by entering the done command. This section will teach you how to setup these commands in the outlet channel.