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Siena Live Chat

Vladimir Savic
Updated

Welcome to Siena Live Chat! This feature is in Beta, so we welcome and appreciate your feedback. ✨

Live Chat is Siena’s first native channel that can be installed directly on your website. Siena can resolve customer inquiries through live chat, without requiring a helpdesk.

Features:

  • Bring Siena’s empathetic customer service directly to your website!
  • Easy installation
  • Natively integrates with all of Siena’s existing features (except for Rule Based Engine)
  • Helpdesk handoff

Adding Siena Live Chat to Your Website

Adding Live Chat to your website is just a few simple steps.

Step 1. Activate Live Chat

  • Navigate to Siena Live Chat under Channels in the sidebar.
  • Click on Add chat instance to create a new live chat instance.
  • Give it a name and click Add Siena Chat.
  • Now comes the fun part! Customize the look and feel of your Live Chat widget. You can set a company logo, choose a brand color that works well with your website colors, and craft intro / hand-off messages for your customers. Don't forget to hit Save Changes .

Step 2. Install Live Chat onto your website

Navigate to the Installation tab and pick your installation method. There are two options.

2.1. Shopify 1-click install—a quick and easy method to integrate live chat into one of your connected Shopify stores. 

  • Click on the install button next to the Shopify 1-click install option and choose a store.
  • Note:
    • The Shopify store must be active with Siena to support one-click install.
    • Once the live chat widget has been installed onto your website, please do not disable the associated Shopify store from Siena’s platform. Disabling the store does not uninstall Live Chat. However, Siena will no longer have access to information related to your Shopify store to give relevant answers.
    • Please ensure that Siena has the following permissions granted with the connected Shopify store: write_script_tags , read_script_tag . If these were not previously granted, please go back to the Shopify store connection and grant the permissions.
    • A single Shopify Store cannot support more than one Live Chat instance.

2.2. Embed using JS

  • Copy the following code snippet:
    https://d1h276491ac549.cloudfront.net/dist/webchat.js?appKey=93e11529-b4a5-4260-894c-af576c192dc9
  • Locate the <body> tag in your website's HTML file. Paste the copied live chat script just before the closing </body> tag. This ensures that the script loads correctly when a visitor accesses your website.

    <!DOCTYPE html>
    <html lang="en">
    <head>
    <meta charset="UTF-8">
    <meta name="viewport" content="width=device-width, initial-scale=1.0">
    <title>Your Website Title</title>
    </head>
    <body>
    <!-- Your website content goes here -->

    <!-- Insert Live Chat Script Here -->
    <script async src="https://d1h276491ac549.cloudfront.net/dist/webchat.js?appKey=8a7caf25-e7bb-4ba4-8189-17508691b836"></script>

    </body>
    </html>

  • After inserting the script, save your HTML file and upload it to your web server. This step will ensure that the live chat feature is active and available to your website visitors.
  • After you have installed the widget, visit the website and make sure it works. It might take a few minutes for the changes to reflect.

Step 3. Configure Live Chat Persona (Optional)

  • We recommend adding instructions to a dedicated Live Chat persona to help Siena respond more like text messaging.
  • E.g.: You are responding to customers that are reaching out over Live Chat. So keep your responses brief and to the point. Your responses should feel like text messages

Helpdesk Handoff

Today, Siena offers a one-way sync to your helpdesk. This means that every message she sends to your customers and receives from them can be synced back to your helpdesk, allowing you to understand what your customers are contacting you about. It also gives your agents vital context if they need to pick the conversation up.

Please note that today, when Siena hands off a conversation that she cannot resolve on her own, the agent cannot respond directly within Siena chat. Instead, they can continue this conversation with the customer via another channel, such as email.

How does this work?

You have some options available to you. First, you can choose to never sync conversations back to your helpdesk. If this is what you want, simply select the “No handoff” option under Handoff settings.

If you want to sync conversations to your helpdesk, select the “Send to helpdesk” option. Siena currently supports syncing to Gorgias, Kustomer, and Zendesk. Simply pick the helpdesk that you have already configured in your Siena channels. If you use a different helpdesk and need to sync your conversations there, please contact your Siena CSM.

Next, you can select which conversations to sync using the “Handoff only routed conversations” setting. If this setting is toggled on, Siena will sync to your helpdesk only when she encounters a question that she cannot resolve on her own and which you have set to route to a human agent in the corresponding automation. If this setting is toggled off, Siena will sync all messages with your customers to your helpdesk. Finally, you can provide Siena guidance on how to respond to your customers when she needs to hand off, ensuring a smooth transition from Siena to a human agent.

When Siena syncs conversations to your helpdesk, she will keep all messages with a given customer within a single helpdesk ticket for that customer. So if a customer contacts you more than once via Siena live chat, that customer’s messages will all live within the same helpdesk ticket. Within this ticket, you will see all inbound and outbound messages, as well as any notes left by Siena that summarize her conversations and reasons for routing, which will assist your agents if they need to take over. It is important that you make sure you have the correct conversation routing setup in your helpdesk so that these conversations reach your agents if Siena needs to route.

FAQs

  • Can a human respond to Live Chat inquiries if we use Siena's Live Chat offering?
    • Yes. One way is to respond via the Siena inbox, which allows you to continue the conversation with the customer directly via the Siena live chat window. Alternatively, you can continue the conversation from your helpdesk via another channel, such as email, once the conversation is synced to your helpdesk. At this time, you cannot send responses to the Siena live chat window from your helpdesk. See the helpdesk handoff section above for more details.
  • Will adding Siena Live Chat slow down my website’s load time?
    • There is no impact on your website’s load time as the Live Chat widget is built to load asynchronously.
  • What browsers does Live Chat support?
    • Live Chat is supported on all leading browsers, except for on Firefox when in Incognito mode. This is due to Firefox’s limitations in incognito mode.
  • Can I use Thinking Time with Siena Live Chat?
    • Siena’s Native Live Chat does not support thinking time.

Additional Features:

Product Cards

Siena Live Chat generates visual product cards to show your products in the best light ✨. Configure Siena’s automations to include valid product links in the response. Those links will automatically be parsed and presented as product cards.

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