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Deploy on Livechat | Fini

This document provides a comprehensive guide to integrate Fini with LiveChat, categorized into five main sections:
  1. Connection Details
  2. Replies Setting
  3. Escalation Setting
  4. Categorization Setting
  5. Bot Selector
Follow the listed steps and configurations to successfully connect and optimize your Fini chatbot within the LiveChat environment.

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Connection Details

1

Go to Deploy

Step 1 screenshot
2

Connect Livechat

Step 2 screenshot 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
3

Insert Client ID

Step 4 screenshot
4

Insert Client secret

Step 5 screenshot
5

Insert Secret key

Step 6 screenshot
6

Insert Bot agent email

Step 2 screenshot 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 Step 1 screenshot
7

Authorize

Scroll to the bottom of the page and click on Authorize. Step 3 screenshot
After authorizing accesss fill in all of the sections starting with:

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Replies Setting

Step 8 screenshot Configure how Fini will handle replies:
1

Select time delay

  • 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.
Step 9 screenshot
2

Set a Debounce lag

  • 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.
Step 10 screenshot
3

Choose a Reply Type

Fini supports two types of replies:
  • Direct Replies: Direct responses to customers.
  • Internal Comments: Internal notes visible only to your support agents.
Step 11 screenshot
4

PII masking

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?”Step 12 screenshot

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Escalation Setting

These settings determine how Fini responds when an issue is escalated to a human agent. Step 13 screenshot
1

Group on Transfer

From the dropdown field select the LiveChat group which will receive the escalated messages Step 5 screenshot
2

Transfer fail message

Define the message that the user will receive if the transfer to a human agent was unsuccessfulSuggested 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” Step 14 screenshot
3

Action if Escalated

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.”
Step 15 screenshot
4

Acknowledgment Message

  • 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.” Step 16 screenshot
5

Threshold Count for Escalation

  • 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.
Step 17 screenshot
6

Message When Escalated via Threshold

  • 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.”
Step 18 screenshot

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Enable Categorization

Toggle the Categorization setting to allow Fini to automatically categorize tickets based on their content using AI. Step 7 screenshot

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Bot Selector

In this section you’re asked to select the bot you wish to deploy and channel where it will be active
1

Select Bot

Step 9 screenshot
2

Select in which channel the bot will be active

Step 10 screenshot
3

Click on Save

Step 11 screenshot
You can return to the app, your Livechat setup is complete!
Make sure to follow this guide thoroughly to ensure the optimal performance of Fini within your Livechat environment. For any additional configurations or queries, reach out to hello@usefini.com