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Are you using the livechat and don't know exactly who is actually writing you? We have the solution: a simple automation that allows you to easily query the contact's first name, surname and any other data before you start chatting.
In short:
Add the live chat to the webchat widget (more details)
Integrate the web widget into your website (more details)
Build an automation with which you greet the contact and ask for their name and further details
Test and publish the automation
Below, we explain how your automation can look like and provide you with an automation template that you can use to get started straight away.
Building the automation yourself
Open a new automation in Superchat
Add the trigger “new incoming conversation” and choose the live chat as the selected channel
3. Send a welcome message to your contact which includes a question asking for their first name
4. Now add the action step “wait for response”. You do not have to allow retries, since we validate every entry as text.
5. Then add the "Edit contact" action. Select “Set manually” there. Click on the small variable sign in the input field on the right and select the response from "Wait for response" as the value.
6. Repeat the procedure from "Send message" - "Wait for reply" - "Edit contact" for all other fields that you want to query.
7. Finally, you can write a message signalling the contact that a member of staff will quickly deal with their question and respond.
Exchange ideas with experts from your industry in our community. This is the best place to gather initial ideas, especially at the beginning:
Join our Superchat Community