Web chat flows can vary in complexity depending on the type and size of you organisation. To get you started, we have produced 4 templates, each developing in scale, which can be downloaded and applied to your own system.
Each template comes with a ‘real world’ scenario which can help put each stage into context, as well as an accompanying video, breaking down each node and explaining it’s purpose.
Note: The purpose of each template is a starting point, settings and parameters must be configured in your own Contact setup. We also highly recommend adjusting each chat flow to better suit your organisation’s structure and needs.
Chat Flow Template 1 #
This chat flow is suited to a very small organisation, presumably with someone in a customer service type role able to respond to incoming webchats from the queue. Due to this chat flow only having one queue, the organisation should ensure they have capacity to manage their expected quantity of webchats.
Chat Flow Template 2 #
This chat flow is again suited to a small organisation, presumably with a customer service department able to respond to incoming webchats from the queue. With the added Branch On Time Range node, the organisation will have the capability to send automatic responses based on the time of day and the day of the week, creating different options inside and outside of the business hours. Due to this chat flow only having one queue, the organisation should ensure they have capacity to manage their expected quantity of webchats.
Chat Flow Template 3 #
This chat flow is aimed for medium sized organisations, ideally with several departments. With the inclusion of a Chat Menu node, this webchat offers the capability to route to different departments. The organisation should ensure they have scope to accommodate these features as well as the expected amount of webchats for the number of queues included.
Chat Flow Template 4 #
This chat flow is aimed for medium to large sized organisations, ideally with several departments. With the inclusion of a Branch on Chat node, this chat flow shows how nodes can be utilised multiple times throughout, to gain more information about the customer before joining the queue. The organisation should ensure they have scope to accommodate these features as well as the expected amount of webchats for the number of queues included.