Gleen Website Chat SDK
Gleen provides a chat SDK for embedding a chat widget into your site, where users can ask questions to your bot and talk to human agents when required.
Last updated
Gleen provides a chat SDK for embedding a chat widget into your site, where users can ask questions to your bot and talk to human agents when required.
Last updated
When users interact with your website chat widget, Gleen will first try to answer any questions from your knowledge base, or take any actions based on your configured agents. Gleen will stop responding to users and transfer the query to a human for a few different scenarios:
The user asks for a human agent, i.e. they type "I want to talk to a person" or something similar.
The bot wasn't able to find an answer in its knowledge base.
A custom rule you've added in the answering guidelines for your bot was triggered.
If the customer asks a question and then is inactive for more than 30 seconds, the chat widget will show a buttons near the bottom of the messages, allowing the customer to explicity request transfer to a human agent.
The chat widget will prompt users to provide their email address on human escalation.
If you've configured categories in Gleen Ticketing, the chat widget will prompt the user to select one so their ticket can be tagged for easier management within the dashboard. Gleen also supports this functionality when used with Freshchat, and can display Freshchat topics on human transfer, or a default topic can be used.
Users can upload files from the chat widget, including images, PDFs, and other documents. The bot is able to process images, such as screenshots of order information, and generate an appropriate reply as if the user manually entered the text.
These files will also appear in external helpdesk or Gleen Ticketing for human agents to see, where the agents can also send images and other files back to the user.
Gleen's chat widget integrates with a number of helpdesks where agents can reply upon human transfer, including Zendesk, Freshdesk, Freshchat, as well as our own Gleen Ticketing.
Gleen can not only act as a customer support agent, but help you sell products by gathering customer preferences and suggesting them products. Reach out to Gleen team to enable this feature for your bot.
If you have an e-commerce site then Gleen can render information about your products in a carousel style with cards for each of the displayed products. Rather than simply displaying a link and image in the regular format, Gleen can the product information in a similar way to how it would look if shared on messaging apps like iMessage and Facebook messenger, for example.
This is supported for Shopify, Woocommerce, and custom e-commerce platforms. Please reach out to the Gleen team and we can configure this feature.
When a ticket is closed from any integrated helpdesk, the user will prompted to leave a rating on the ticket. This CSAT information can be synced into your helpdesk.
After 30 minutes of inactivity, website chat tickets will automatically be closed.
When a ticket is closed, users will no longer be able to reply to the ticket, and be shown a prompt to start a new ticket if they'd like, where the bot will start replying to their questions again.
