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Chat disconnecting at the customer level

In some use cases, clients may want users to have the ability to disconnect from a chat without agent intervention. This process outlines the steps for enabling user-initiated chat disconnection.

info

To make chat disconnection accessible at the customer level, Display a banner to users, guiding them to type talk to bot or click a button on the banner if they want to return to the bot. This interaction will enable customers to disconnect from the chat independently.

Steps to configure user-initiated chat disconnection​

  1. Enable custom events: Enable the custom events ui-event-update-promotion and ui-event-close-promotion in the bot settings.

  2. Trigger the banner on agent connection: When a live agent ticket is raised, use the ui-event-close-promotion event to display a banner with the following configuration.

    Banner message with text input:

    {
      "title": "Do you want to exit from chat? Please type 'talk to bot'",
      "options": []
    }

    Banner message with button input:

    {
      "title": "Do you want to exit from chat?",
      "options": [
        {
          "title": "Exit",
          "text": "talk to bot"
        }
      ]
    }

  3. Send the event: Use the Send Event node to trigger the ui-event-close-promotion event with the configured banner. This banner should now be visible to the customer, allowing them to disconnect the chat on their own.

  4. Train the bot with an intent: Train the bot with utterances like talk to bot and link the intent to the desired journey to enable a smooth transition back to the bot.

  5. Enable bot-triggered journey: Once the customer clicks the banner button or types the designated phrase, the bot will initiate the assigned journey. Subsequently, the ui-event-close-promotion event can be triggered to close the banner.

  6. Close the ticket: Use the ticket close API to close the ticket accordingly.

note
  • Ensure the events are in the enabled state for them to trigger correctly.
  • The object text should be consistent with what’s defined here for smooth functionality.