ELChat for customer service

Objective

Answer repetitive questions with company knowledge, collect useful information and keep a view of conversations.

Recommended Configuration

1. Import FAQs, policies, procedures and help pages as knowledge.
2. Give each resource an explicit title and check that its processing is complete.
3. Set the role IA and the tone of the widget.
4. Create a form for the information necessary for the support.
5. Connect the channels actually used by the team.
6. If a support tool is available in your connectors, create a capacity limited to useful actions.

Controls

• test requests resolved by the documentation and those to be transferred;
• consult the conversations and their summaries;
• look for unanswered questions;
• use knowledge gaps to enrich resources.

The site conversation table is intended for consultation and follow-up. Manual or AI responses to social messages are made from the [omnichannel hub]](/centre-d-aide/en/conversations-et-canaux/vue-omnicanale/).