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Queue Wait Time Messages
Published December 27th, 2023 by Product Team
Overview Queue Position and Average Queue Time are the two settings that can be used to keep your users informed about their position in the chat queue, and the estimated wait time. This helps you reduce customer drop offs, and also allows customers to continue going about their work in the background while they wait for an agent to be assigned. The
Detailed Guide on Agent Performance Reports
Published April 9th, 2024 by Product Team
Chat Data Report This report contains the following data: # Column Name Definition 1 Business Name Business Name is the business via name value which was set in the business manager section . 2 Conversation Identifier It is the unique conversation identifier of the user. Example : 28331000_14 3 Agent Name It is an agent's unique name who has handl
How to Create & Manage Teams
Published April 8th, 2024 by Product Team
What is a team? A team is a group of agents who are trained to handle user queries related to a specific topic. The team can be divided based on the subject matter/location of a user/expertise of agents. The logic for team routing can be defined as per the business requirement. Overview of ‘Manage Teams’ On this page, you can: Create a Team View the
How to Add & Manage Agents
Published December 27th, 2023 by Product Team
Overview In the Manage Agents section of Team, you can - Add agents Remove agents View no. of queues, active, waiting for user chats Set chat concurrency View agent status View agent chats Add Agents In the Manage Agents section, click on Add Agents button to add agents in the team. Once the agent accounts have been created on the Haptik Platform, y
Team Queue Overflow
Published June 10th, 2024 by Product Team
Beta Feature This feature is currently in beta. To get access, please contact your customer success manager. This feature is only available to SAC Pro customers Introduction When contact centre queues face an unexpected spike in customer queries, dedicated Agents might not have sufficient bandwidth to adapt to such spikes. This results in longer
User Recall Messages
Published December 27th, 2023 by Product Team
Overview You can configure the recall message to get the user back in the conversation. This message is sent once the chat has started with the agent but the user has stopped replying in between to the Agent. The time can be configured between 0s to 8m. You can access this feature by heading to Admin Settings, and then to User Recall Message under T
Teams Section Overview
Published January 18th, 2024 by Product Team
Overview The Teams section on Smart Agent Chat allows you to add Agents to your account, create Teams of Agents, and manage various settings that are applicable to your Agents and Teams. This section also provides you various real-time data related to chat traffic being handled by individual Agents at any given point in time. This section can be acc
Changing Bot Responses
Published October 27th, 2023 by Product Team
There are various ways in which the bot reponses in your bot will be configured. Based on the source of the reponse, you can change the bot reponses in the following ways. Static step Select the Static step whose content you want to change On the right hand side panel select “Bot Responses” Hover on the bot message you want to change and client on
Chat Assignment Rules
Published January 23rd, 2024 by Product Team
Introduction Chat Assignment Rules enable you to automatically assign chats to specific Teams, using available information related to your customers. This document outlines how you can use Smart Agent Chat (SAC) to configure Chat Assignment Rules. This feature can be helpful in enhancing your contact centre's operational efficiency, and will allow t
Bot Synonyms
Published February 23rd, 2024 by Product Team
What are Bot Synonyms? Bot Synonyms serve as a powerful tool to optimize the comprehension of user intent within your bot. This feature empowers your bot to seamlessly recognize interchangeable business-specific words and treat them as synonymous expressions. Key Benefits: Enhanced Comprehension: Bot Synonyms enable your bot to comprehend various ex
Admin Settings Overview
Published December 14th, 2023 by Product Team
The Admin Settings page acts as a central console to help Users configure settings for all SAC features. This page has 2 sections - one for Business Settings, and one for Team Settings. Business settings apply with respect to each Chatbot that transfers chats to your SAC account Team Settings apply with respect to specific Teams set up in your SAC a
Live Chat Translation for Agent Messages
Published March 18th, 2024 by Product Team
Beta Feature This feature is currently in Beta. For early access, please reach out to your Customer Success Manager. Overview Smart Agent Chat enables your agents to chat with customers in their language in real-time using the Live Chat Translation feature. This allows you to seamlessly scale your customer support operations across geographies, wi
Contextual Bot Breaks
Published February 9th, 2024 by Product Team
What are Contextual Bot breaks? Traditional bot breaks often feature a generic "I'm sorry, I did not understand that" message, which can make the interaction feel impersonal. Recognizing the need to humanize the bot, we introduce the innovative concept of "Contextual Bot Breaks." The fundamental idea behind Contextual Bot Breaks is to inject a touch
Live Traffic Section Overview
Published February 5th, 2024 by Product Team
Overview The Live Traffic section on SAC is a virtual representation of your overall chat traffic. The Traffic section helps you monitor the entire queue of user chats in real-time across different stages, and provide you with the means to monitor chats, and take necessary actions to ensure that your customers always have a good chat experience. Per
How to Add & Manage Agents
Published April 8th, 2024 by Product Team
Overview of ‘Manage Agents’ On this page, you can: Add Agents Edit Agent Settings Search for Agents Remove Agents View Queue related information for Agents Add Agents To add an agent to your account, start by clicking on the “Add Agent” button on the top right corner of the Manage Agents section. Adding new Agents are subject to Permissions Team Lea
Team Offline Messages
Published December 27th, 2023 by Product Team
Overview In scenarios where users attempt to connect with your Team during its business hours, but all Agents are logged out at the time, this feature can be helpful to inform your users that your agents are currently offline. For example, such a message could say "Sorry, no agents are available at the moment. We will respond to you as soon an agen
SLA Policies
Published October 23rd, 2023 by Product Team
This feature documentation will guide you through the process of configuring Service Level Agreements (SLAs) for your agents in order to optimize contact center performance. SLAs are crucial for setting performance standards and ensuring a satisfactory customer experience. This document will help you understand how to define and manage SLAs effectiv
Business Operational Hours
Published October 26th, 2023 by Product Team
Businesses often have specific operational hours when their customer support agents are available to assist customers. This document will guide you through the process of setting up business hours for your account, ensuring a seamless experience for both your customers, and your agents. Why Set Up Business Hours? Setting up business hours is crucial
User Roles & Permissions
Published December 27th, 2023 by Product Team
When you add Agents to your SAC account, you can also assign them specific roles within the account. Their Role will determine their privileges as Users in your account. Users can currently be assigned the following standard roles: Admin: Admins have access to everything for their Account. Team Lead: Team Leads have access all key settings for all T
How to collect User Feedback for Agent Chat Sessions
Published November 7th, 2023 by Product Team
User feedback is a useful indicator of overall customer satisfaction with their experience chatting with your support agents on Smart Agent Chat (SAC). Contakt has developed an intelligent way of collecting user feedback conversationally, which has increased our average feedback collection rate from the industry average of 2%, to a whopping 10%! SA
Difference between Basic & Pro Plans
Published December 11th, 2023 by Product Team
Contakt's Smart Agent Chat platform offers 2 subscription plans: Basic: This is ideal for smaller businesses with up to 20 agents, and offers all the essential features that are required to efficiently handle and resolve customer queries over chat. Pro: This is ideal for businesses that either operate a large team of agents, or wish to utilise more
Archives Section Overview
Published February 12th, 2024 by Product Team
This page covers a Beta Feature available from 20-02-2024 This document covers the newly launched Archives section to view completed chats, which will be available in Beta starting February 2024. For the current setup for viewing historical chats, refer to this article instead. To sign up for this Beta, please reach out to your Customer Success Mana
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