LiveChat

In order to do that you’re going to need Client ID, Client secret and Secret key. Check our guide on how to get these passes here

Make sure that this email belongs to an agent on your team, and the status of the person is set at https://my.livechatinc.com/team as Accepting chats

Scroll to the bottom of the page and click on Authorize.

• To make Fini’s response time feel more human-like, you can set a delay in seconds. However for Chat messages we recommend to keep this at 0.

• This feature is useful for chat scenarios where the user sends information in multiple messages. Debounce lag allows the bot to wait for a specified number of seconds before responding. During this time, Fini assesses all incoming messages to generate a more relevant response based on complete understanding of the user issue.

Fini supports two types of replies:

• Direct Replies: Direct responses to customers.
• Internal Comments: Internal notes visible only to your support agents.

To protect Personally Identifiable Information (PII), enable PII masking. When enabled, Fini will avoid using personal data (like the user’s name, email etc.) in responses, providing a generalized interaction.

Example:
With PII masking:
“Hello, how can I assist you today?”

Without PII masking:
“Hello, John, how can I assist you today?”

From the dropdown field select the LiveChat group which will receive the escalated messages

Define the message that the user will receive if the transfer to a human agent was unsuccessful

Suggested Message

“Apologies, my colleagues are not available at the moment, i will escalate your request and someone will reach out to you via e-mail in the shortest time possible”

Define what happens if Fini encounters a question it cannot answer (e.g., sensitive topics):

• Continue Responding: Fini will continue to engage even after escalation.
• No Reply: Fini stops replying after escalation.
• Send Acknowledgement Message: Fini sends a customizable acknowledgment message to the customer once escalation occurs.

Suggested Message

“Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”

• Customize the message users receive when their query is escalated.

Suggested Message:

“Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”

• Set a threshold for the maximum number of replies before escalation. If Fini cannot resolve an issue within a set number of replies (e.g., 5 or 10), the ticket is escalated to a human agent.

• Customize the message users receive when the bot reaches the escalation threshold.

Suggested Message When Threshold is Reached:

“Thank you for your message. Unfortunately, this is outside of my expertise, and I will need to escalate this to our specialized support team. A member of our team will reach out shortly.”