Live Chat Action

Direct your users into an In-App Chat when they interact with a message.

When configuring the content for a push notification and/or in-app message, you select an ActionA configurable behavior that occurs when a user interacts with your message, e.g., opening a web page. . In the Content step in the Message, Automation, and Journey composers, you can select the Live Chat action, which enters the user into a Live Chat when they interact with the message.

After selecting Live Chat, you set up the Agent route and Initial chat message. You can also enter text for Precompose user’s response, which prefills the user’s response to the conversation.

These options are available when Live Chat is enabled for your project. If Live Chat is not already enabled, go to Settings » Live Chat in the Airship dashboard and request access.

 Note

Live Chat is still generally available on:

  • SDK: Android 14.4, iOS 14.5
  • OS: Android Lollipop (5.0), iOS 13

But, if customers want to take advantage of the Live Chat Action, they will need to upgrade to SDK versions iOS v16 or Android v15.1.

Agent Route

The default behavior for conversation routing in Live Chat Manager is to route each new conversation to the best available agent. An “agent” is an Agent type user that has been added to your Live Chat Manager. Agents are generally responsible for handling conversations that are assigned to them and responding to new messages. Best available means the available agent with the fewest number of open conversations.

There are scenarios where this is not the desirable routing method, and where you would prefer the conversation to be routed to a specific agent. If this is the case, select Agent email and enter the agent’s email address. The agent email address must correspond to the agent’s user email in Live Chat Manager. Once the user responds in the Live Chat, the conversation is routed to the agent that you have specified here.

Initial Chat Message

The Initial chat message is the first message displayed in the conversation. When starting a new conversation, it is standard to display an initial welcome or informational message to the user. A welcome message can improve the user experience and provide additional context.

The default option Same as push notification uses the same content you entered for the push or in-app message. If you want to customize the experience, select Write alternative and enter text. You can also use HandlebarsHandlebars is Airship’s templating language for personalization. Handlebars expressions use double curly braces wrapped around a content template, ranging from a simple variable, e.g., {{first_name}} to complex evaluations of personalization data. to personalize the message content.

The user would experience the following:

Precompose User’s Response

There are situations when you may want to prefill your user’s chat response. Doing so saves the user the hassle of having to type out a message, and also increases the likelihood that they will reply with your desired response. The user can send the message as is, or edit the response before sending. This field also supports HandlebarsHandlebars is Airship’s templating language for personalization. Handlebars expressions use double curly braces wrapped around a content template, ranging from a simple variable, e.g., {{first_name}} to complex evaluations of personalization data. .

The user would experience the following: