1 - Requesting a video call through the bot of Messaging

If you're using Messaging, it's easy to make a simple configuration, letting your website visitors know about the possibility to get on a video call right inside the Messaging widget. 🚀

 

Even though the full power of making the call available for a customer is in your team's hands, it's important to make sure the visitors of your website are aware of this possibility and can easily let your team know in case they prefer proceeding with the purchase or explaining the issue via the video conversation. 🎥

 

In this article, we're sharing some tips on how to configure your Messaging to let your customers know about the possibility to get on a call with your team. ⚙️

 

Even if the setup of the chat is quite easy (no code required), a few steps are required. Don't worry, through this article, we will guide you through the process. 🗺

Here is a diagram of the architecture of the system implemented:

Chat_Request.png

1. To put in place this architecture, the first step is to create a group of agents dedicated to the video that will receive the video request and answer them. 
To do so, you need to access your Zendesk workspace (with an admin level)

00.png

 

2. Then you click on the four squares icon on the left of your profile picture (1) and then on "Admin Center" on the drop-down menu (2)

01.png

 

3. On the opened tab, you'll need to click on "People" on the left column

02.png

 

4. On the drop-down menu, then you click on "Groups" on the left column

03.png

 

5. On the opened group interface, you click on "Add Group" in the top right corner

04.png

 

6. Then you can set up the group by (1) adding a name, (2) adding a description, and (3) adding the agents existing in your workspace. Don't forget to save it by clicking on the appropriate button (4)

05.png

 

Good Job! You did the first part of the process! Let's do the second one! 

 

This second part of the process is subdivided into 3 parts: 
A - Creation of a custom ticket field
B - Adding this custom ticket field to the conversational flow
C - Built a trigger to route the ticket (accordingly to the custom ticket field)

 

 

A - Let's start with the creation of the custom ticket field

 

1. Click on the four squares icon on the left of your profile picture (1) and then on "Admin Center" on the drop-down menu (2)

01.png

 

2. On the Admin Center page opened, click on "Object and rules" on the left column

06.png

 

3. On the drop-down menu, click on "Fields

07.png

 

4. The previous action will open a new section. In this new section, click on "Add field"

08.png

 

5. Name this new field (here at SnapCall, we named it "Nature of the request"), and choose the option "Drop-down" for the type of action to be performed by the customer on the messaging discussion

09.png

 

6. Once you've chosen "Drop-down", you'll configure the custom ticket field itself. (1) add a description to it. If in the beginning, it could be the first custom ticket field you have, the description will be very helpful to understand it once you'll have several of them. (2) Define the permissions of this custom ticket field. To achieve our goal, you need to choose "Editable for end-users" (your customers).  (3) Define the title of the ticket field visible to the agent, the title of the ticket field visible to the end-users. You need to check the option "Required to solve a ticket" and "Required to submit a request". It is very useful to add a description to explain to the end-users what they need to do. 
(4) Edit the "Field values" as you prefer. You need to have one mentioning the request for a video call
(5) Finally, save your changes

10.png

 

 

 

B - Let's add it to the Conversational flow

 

In this section, we are going to add the custom ticket field to the conversational flow you've built on your Zendesk. To know how to build it, we recommend you to check this article from the Zendesk teams that is very easy to follow and straightforward. 

 

At the final steps of the conversational flow of your bot in Messaging, the action to do is "Transfer to agent". This is where we're going to add the custom ticket field. 

1. On your conversational flow configuration page, click on the last step (1) which is the "Transfer to agent". This will display a menu (2) on the right part of the screen. 

11.png

 

2. In this displayed menu, you have a "Field" option (1). You can search and add there the created custom field (2). Here at SnapCall, we chose "How do you want to contact us", but you can have a different name regarding what you chose in the previous steps of this tutorial. 

12.png

 

3. You can organize the order of the field appearance (1). Once you're ready, enter a final bot handoff message and click "Publish" (2)

13.png

 

 

 

C - Let's build the trigger to route the ticket when the customer requests a video call

 

1. Click on the four squares icon on the left of your profile picture (1) and then on "Admin Center" on the drop-down menu (2)

01.png

 

2. On the Admin Center page opened, click on "Object and rules" on the left column

06.png

 

3. On the drop-down menu that appears, click on "Business Rules" and then on "triggers"

14.png

 

4. On the opened page, click on "Add trigger" on the top right side of the screen

15.png

 

5. This will open a new trigger configuration page. Several actions are required. (1) add a name under the "Trigger name" section. Add a description of the trigger under the "Description" section. Add the "Notification" choice under the Category drop-down menu
(2) Let's choose the conditions of the trigger. You need to choose the "Meet ALL of the following conditions" options. Configure it as follows: 

  • Ticket | Is | Created. This applies the trigger to new tickets only.
  • Channel | Is | Messaging: This specifies tickets only submitted through the messaging channel.
  • Nature of the Request | Is | Let's have a video call. This looks for the Nature of the Request custom field and applies the trigger only to tickets where the user has selected Let's have a video call.

(3) In the "Actions" section, choose the group we created at the beginning of this tutorial. For SnapCall it's "Video Members". 
(4) Click on the "Save" button to save your work

16.png

 

Good job! Everything is set up, and should work fine! Enjoy your customers requesting video calls, and having the request sent directly to the appropriate agent/group of agents! 

 

This is how it can look to the customer side: 

 

Do you have any questions? Want to share some feedback? We're more than happy to discuss this with you. Drop us a message via support@snapcall.io and we'll get back to you soon! 💌