Configuring Chatbot Live Chat Settings

In order to use Live Chat features, you will first need to enable Live Chat in your instance.

To enable Live Chat settings, do the following:

1. Click Chatbot in SharpSpring's left toolbar.
2. Click Enable Live Chat.
3. Click Connect to Slack.
4. Enter your workspace's Slack URL.
5. Click Continue.
6. Sign in to Slack, if prompted.
7. Enter two-factor authentication information, if prompted.
8. Click Allow.
9. Click Setup. 

1. Click Chatbot in SharpSpring's left toolbar.
2. Click Live Chat Settings.
3. Enter the desired user's name in the Select Live Chat User field.
4. Select the user's name.
5. Repeat as necessary.
6. Click Save.

1. Click Chatbot in SharpSpring's left toolbar.
2. Click Live Chat Settings.
3. Locate the desired chat user.
4. Set the Availability toggle to either Available or Unavailable.
5. Repeat as necessary for other chat users.
6. Click Save.

1. Click Chatbot in SharpSpring's left toolbar.
2. Click Live Chat Settings.
3. Locate the desired chat user.
4. Click    Remove.
5. Repeat as necessary for other chat users.
6. Click Save.

You can disable Live Chat features as necessary. 

To disable Live Chat features, do the following:

1. Click Chatbot in SharpSpring's left toolbar.
2. Click Live Chat Settings.
3. Click Disable Live Chat.
4. Type Confirm.
5. Click Disable.

You can configure your chatbot workflows to contain an action to divert site visitors with questions into a Live Chat channel in your Slack instance.

To add an action to send site visitors to your Live Chat Slack channel, do the following:

1. Click Chatbot in SharpSpring's left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Route to live chat.
6. Enter the desired public Slack channel in the Slack Channel field.
7. Enter a display message in the Away Message text editor.
8. Click OK.

In order to effectively utilize the chatbot with Slack, your Slack administrator will need to configure Slack channel management permissions in a way that suits your workspace's Slack instance.

Specifically, your Slack administrator will need to configure permissions that permit users to create and archive channels.

To configure Slack permissions, do the following:

1. Log into your workspace Slack instance.
2. Click your Slack instance name at the top of the left panel.
3. Click Settings and administration > Workplace Settings.
4. Click the Permissions tab.
5. Click Expand in the Channel Management section.
6. Select Everyone, except guests from the People who can create public channels drop-down menu.
7. Select Everyone, except guests from the People who can archive channels drop-down menu.
8. Click Save.

Refer to Slack's external documentation for more information on installing and using Slack.

1. Log into your workspace Slack instance.
2. Click the Slack channel that was set in the workflow action.
3. Click the Join Live Chat link.
4. Converse with the site visitor as necessary through the Slack message window.

5. Type one of the following in the Slack message when the conversation concludes:

   • /endlivechat before the site visitor leaves the chat
   • /archive after the site visitor leaves the chat