End-User ChatBot
6 guides
Chat Bot and Chat Profiles
Halo PSA's chat bot functionality enables users and agents to interact and perform tasks via chat. The system requires a configurable chat profile to manage responses and procedures. Key features include user verification, starting live chats, and utilizing AI for translation and interaction. The chat bot can guide users through processes like ticket logging and handle translations with Azure. Customizable chat profiles dictate responses and start conditions, and chat auditing is available from version 2.208 onwards. The chat area consolidates chat management for agents.
Conversational Agents
The guide provides a comprehensive overview of virtual agents in Halo's chat bot, detailing their functions for both end-users and agents. It explains how to use virtual agents to search knowledge bases, log or update tickets, and manage service requests. The article also covers customizing virtual agent functions and creating new agents, including setting up AI connections with OpenAI or Azure OpenAI. Specific features like uploading attachments and custom function setups are highlighted, with instructions on configuring these tools for enhanced efficiency and service delivery within chat profiles.
Execute Automation Runbooks from the Chatbot
Halo Chat Widget Properties and Examples
Halo Live Chat - Embedded on Other Sites
The article provides a guide on how to embed the Halo live chat on external websites, including configuring custom fields and chat behavior. It explains setting access to allow the chat to function without user login, and details the embedding process using JavaScript. Users can override chat properties based on webpage criteria, like starting steps and appearance. Custom field data can be populated via the Events API, and there's a method to avoid sending user info directly in JWTs. It also covers syncing chat data with ticket custom fields and progressing chats based on custom field values.
Live Chat in Halo
This article provides a detailed guide on implementing and using live chat in the Halo self-service portal. It covers starting live chat, configuring chat profiles, agent availability, and settings for managing live chats through tickets. Additionally, the guide discusses configuring a chat area for agents, using canned text, and integrating Azure Translator for language translation. It also addresses handling abandoned live chats, setting up virtual agents, and starting chats from tickets. The aim is to enhance service efficiency and communication between users and agents through real-time interaction.