Table of Contents

• Overview
• Benefits of the Live Chat Feature
• Enablement
  • Step 1: Setting up the Queue
  • Step 2: Enabling the Live Chat Functionality
• Recruiter Experience

★ Overview

The "Live Chat" feature facilitates real-time interactions between candidates and recruiters through Sense Messaging. The Live Chat feature allows you to provide real-time support for candidates who are stuck or blocked in the Chatbot conversation flow to speed up the hiring process.

The Live Chat feature offers the personalized touch of human interaction, allowing candidates to receive immediate help when they need it while conversing with the AI bot.

Live Chat can be triggered by recruiters to connect desired candidates with recruiters at a certain point in the flow. It can also be triggered by the candidates to ask for assistance during any time in the flow.

★ Benefits of the Live Chat Feature

• Offers real-time support for stuck or blocked candidates via Sense Messaging.
• Prevents Candidate Abandonment/Drop-off rate due to immediate assistance with a live recruiter.
• Boost conversions and enhances the candidate’s and recruiter’s experience to speed up the hiring process.
• Provides a personalized touch of human interaction, allowing candidates to receive immediate help when they need it while conversing with the AI bot.

★ Enablement

Follow the below-mentioned steps to enable the Live Chat functionality for your organization.

► Step I: Setting up the Queue:

Before enabling the Live Chat functionality, you must set up the “Queue” settings from the Settings > Live Chat tab. You can add one or multiple users/recruiters to a queue with their business hours so that candidates can interact with these recruiters during the mentioned business hours. This ensures that candidates can engage with the recruiters within their specified business hours.

To setup the new Queue;

1. Log in to Sense.
2. Navigate to Settings.
3. On the Settings page, scroll down and go to Live Chat.
 
4. Click + New Queue to create a new queue.
 
5. Enter Queue Name. Search and add respective Users to the queue, then click Next: Business Hours.
 
6. Next, add Business Hours and click Save Queue.
 
7. Use the three-dot option on the queue list page to Edit and update the created queue when needed.

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Once you set up your Queue from the Settings > Live Chat tab, follow the below-mentioned methods and instructions to set up the Live Chat functionality at the conversation flow level.

► Step II: Enabling the Live Chat functionality:

There are three methods to enable the Live Chat feature at the conversation flow level. You can set up any or all of these in an individual flow.

1. 1. Live Chat Node [customer- initiated trigger]
   2. Menu Option in the Chatbot User Interface (UI) [candidate-initiated trigger]
   3. Intent-based Trigger [candidate-initiated trigger]

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[A] Live Chat Node

You can use this method to add a “Live Chat” node in your conversation flow to pair qualified candidates with a live recruiter for interviews and speed up the hiring process.

For example, when candidates qualify your prescreening questions, you can use the Live Chat node, in the end, to connect qualified candidates with a live recruiter for further process.

Follow below mentioned steps to set up this method;

1. Log in to Sense.
2. Navigate to Conversations.
3. Create a new Conversation flow (Chatbot 2.0) or open any existing flow where you wish to set up the Live Chat.
4. On the conversation design page, click the '+' icon and insert a Question node (Custom Question). Fill in the question node details, inquiring whether the candidate wishes to be connected with a recruiter.

   ➥ NOTE: Please ensure that the Response Type for the Question node is set to "YES/NO."

   For example:

   

5. Create two different branches with YES and NO conditions.

   

   ➥ Reference: Please refer to the complete “Getting Started: Building a Chatbot” article for more information on building a chatbot.

6. Click the '+' icon within the 'YES' node condition, and insert the Live Chat Node.

   ➥ NOTE: The Live Chat node is divided into two sections:  

   • Routing Rules: The Routing Rules section is used to select the default queue and to add additional routing rules.
   • Chatbot Messages: The Chatbot Messages section is used to customize the displaying messages for various steps of the Live Chat

7. Select a Default Queue from the drop-down menu. Kindly refer to Step I for instructions on creating a new Queue for your conversation flow.

   ➥ NOTE: You can use the "Add Routing Rules" feature to incorporate multiple queues according to your needs. For instance, if you're evaluating candidates from various cities like New York and Chicago, you can leverage routing rules to establish distinct variables for each city and direct them to separate queues. [Continue to step 8 if you wish to add routing rules; otherwise, you can skip to step 9.] 

8. [OPTIONAL] Click Add routing rules and add the necessary variables for which you intend to create different queues.

   For example;

   

9. Next, go to the ‘Chatbot Messages’ section within the Live Chat node, and update the displaying messages as per your need. Click Save.

10. Once you create a Live Chat node, branch the ‘Failure’ and ‘Success’ conditions with the appropriate failure and successful paths.

    For example:

➠ Live Chat Node - - Candidate Experience:

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[B] Live Chat - Menu option in Chatbot UI &/

[C] Intent-based Trigger

You can use the ‘Menu option in Chatbot UI’ method to showcase the “Connect with Recruiter” button (customizable label) in the Chatbot UI. Candidates can use/trigger this button to initiate the live chat conversation with the available recruiter.

Additionally, by following the same instructions provided below, you can also implement the "Intent Based Trigger" method for your conversation flow. This method allows you to enable trigger functionality for candidates. For example, with this method, candidates can type in the messages like “Talk with a human” or “Chat with a recruiter” in order to receive immediate assistance from a live recruiter.

Follow below mentioned steps to enable the Chatbot UI Button and Intent-Based Trigger method;

1. Log in to Sense.
2. Navigate to Conversations.
3. Create a new Conversation flow (Chatbot 2.0) or open any existing flow where you wish to set up the Live Chat.
4. Click the three-dot option on the right side of the conversation flow and go to Manage Live Chat.
5. Toggle the switch ON for both "Enable live chat for this flow" and "Show Live chat in Chatbot UI."
   
   • Enabling the “Show Live chat in Chatbot UI” toggle will show the button on the Chatbot User Interface (UI).
   • Enabling the “Live chat for this flow” toggle will enable the intent based trigger functionality.

     

6. Next, link the conversation flow that includes the Live Chat node to it.
   • When a candidate uses any of these two triggers (intent-based trigger, button-based trigger), then they will be redirected to this linked flow with a live chat node. 

     For example:

     

7. Customize the Menu option label as per your need. Click Save.

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➠ Menu option in Chatbot UI - Candidate Experience:

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➠ Intent - Based Trigger - Candidate Experience:

★ Recruiter Experience

The "Live Chat" feature uses Sense Messaging to respond or initiate a conversation from the recruiter's end. Once the candidate starts the conversation, an available recruiter can reply using Sense Messaging.

Follow below mentioned steps to view the Live Chat functionality in Sense Messaging:

1. Log in to Sense.
2. Navigate to Messaging.
3. You can view the ‘Live Agent Transfer’ section on the left side of the Messaging dashboard.

   ➥ NOTE: You can only view the queues for which you have been added as a user.

4. Once the candidate initiates the conversation, you can view the number of people waiting in the queue. Click "Join live chat" to accept and enter the conversation.
 
5. Next, you can begin responding to the candidates or click Resolve and end chat to conclude the conversation.