The graphic element allows you to send messages to customers from a live chat during the business process without being bound to an existing session. Messages are sent to a messenger, email, or an online chat on your website.
The element is placed at the stage of the process where the customer needs to be notified about the work done. For example, you can set up notifications about order readiness or send customers a contract agreed upon during the process for approval. In addition, notifications are convenient to use within the company, for example, to inform employees about an important task.
If you need to customize the sending of messages bound to a certain session, use Send Live Chat Response.
Messages are sent automatically without operator involvement and are displayed in the session with the client. Before configuring the element, make sure that the appropriate channel for sending messages is configured for the live chat:
- Integration with a messenger.
- Integration with an email inbox.
- LiveChat.
начало внимание
Only users included in the Administrators group can configure the activity.
конец внимание
Set up the activity
On the process page, in the toolbar to the right of the modeling canvas, open System elements. Drag the Send a Live Chat Message activity onto the diagram and place it wherever the process requires to send a notification to the customer.
Double-click the added activity to open the configuration window.
General tab
- Name*. Enter the text to be displayed in the activity on the process diagram.
- Author*. Select who will be specified as the author of the message: the System or the Initiator.
- System. System will be listed as the author, and the created session will be displayed in the general queue.
- The Initiator. The user who started the business process will be considered the author, and the created session will be assigned to them. Please note that the initiator must be a member of the operators or supervisors group.
- Sender*. Select a live chat from the list. The list will include all live chats for which integration with messengers or email is activated, as well as live chats with LiveChat configured and live chats for internal clients. If a live chat has several integrations activated, you can select only one of them.
- Associated object. Determine in which activity stream the notifications should be saved:
- Current process. Notifications are saved in the activity stream associated with the process instance.
- Context variable. This option allows you to select a variable that stores a specific object, such as an app. Alerts will be saved to the activity stream associated with that object. If this variable is not filled in when the process is executed, notifications will come to the process activity stream.
Message Settings tab
Specify who the message is being sent to:
- Recipients*. Click {+} in the right corner of the field and select the context variable of the Account type. A message will be sent to the account stored in the variable.
- Copy. This option is displayed if a live chat with connected email is specified in the Send channel field. Select secondary recipients to whom the letter will be sent for information. The field is filled in the same way as Recipients*.
- Hidden copy. This field is displayed if a live chat with connected email is specified as the channel. Select hidden recipients who will not be visible to other participants in the chat. The field is filled in the same way as Recipients*.
All specified accounts are added to the client list in the session sidebar. If the variable specified in the Recipients* field contains multiple accounts, the first one is marked as the primary client.
Then, specify the message content:
- Message subject. The field is displayed if the live chat with the connected email is specified as the sending channel. Enter the subject of the email. To create a more informative subject, click the {+} icon and add process context variables. To use the DateTime() function in the subject line, use the f(x) icon.
- Message text*. Enter the text to be sent to the client. When doing so:
- Use the HTML markdown for text formatting. For example, put a single <br> tag at the end of the sentence or phrase to start a new line. For paragraphs use the <p> </p> tags and insert the text between them.
- To add context variables of the current process to the text, click on the {+} icon. You can also add the DateTime() function by clicking on the f(x) icon.
- Add signature. This option is displayed if a live chat with email is specified as the channel. Select the check box to add a signature to the end of the message, which is specified when connecting email to a live chat.
Error Handling tab
While sending a message, an error may occur, for example, the recipient may not be defined. On the Error Handling tab, you can define what actions should be performed in this case.
- Retry. Select this option if you want the message to be sent repeatedly:
- Number of retries. Specify how many times the attempt to send the message should be repeated.
- Retry delay (sec). Define the frequency of sending.
- Notification. Enable the option and then specify the users to whom notification about an error in the process will be sent. You can select the current user, a user group, an item of the organizational chart, or specify a context variable, for example, the process initiator. Please note that the current user is the person who has completed the task that is set before Live Chat Response on the process diagram.
- Interrupt. For the correct operation of the activity, it is necessary to enable this option and then specify in the Connector field which branch the process will follow in case of an error. The transition specified in these settings will be marked with the
icon on the process diagram.
Description tab
Specify service information about the block's operation. System administrators and employees modeling the process will be able to access the tab and review this data.
When you specify all the settings, click Save and then publish the process.
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