Require Automated InteractionUpdated 8 hours ago
When a customer tries to message you on chat, you can require that they go through an automated interaction first, like Flows or Order Management, before they are enable to send you a message.
If the automation does not resolve the customer's inquiry, the customer can select "No, I need more help". They will then be able to type a message to start a conversation on chat or submit a request to your team if offline capture is active.
Requirements
- You must have an active AI Agent subscription (to access automation features)
- You must a Owner, Admin or Lead role
Steps
To require an automated interaction from shoppers on chat, you can enable the Remove "Send us a message" button settings in your Chat preference.
Note: if you have Article Recommendations enabled as an automation on chat, the setting for Remove "Send us a message" button will be overwritten. Customers will be able to type and send a message so that the automation has a chance to resolve their inquiry.
- From the main menu, go to Settings -> > Chat -> your Chat integration -> Preferences.
- Scroll down to the "Require automated interaction" section, then click the toggle to turn on Remove "Send us a message" button
