Chat

Tip

Chatbots allow real-time communication with customers directly on your website. The configuration is done under Settings → Chat.

Chatbot Configuration

Under Settings → Chat, any number of chatbots can be created and configured. Each chatbot has its own settings for name, status, appearance, AI agent, home page, and widget integration.

Each chatbot has a Chatbot type: the Website widget (default) or a messenger - Telegram or WhatsApp. This page describes the website widget; the messenger setup is described on the linked pages.

General Settings

In the general settings, it is defined how the chatbot is displayed in the chat window:

Internal Labeling — Name of the chatbot within enneo.
Status — controls whether the chatbot is active, inactive, or faulty.
Name and Avatar of the chatbot — are shown to customers in the chat.
Name and Avatar of the agent — are used when a human agent responds.
Company name and logo — appear on the chat start page and in the chat window.

Assignment to the AI Agent

Each chatbot is assigned an AI Agent. This agent takes over the initial communication with the customer. By default, the Base Agent is used.

Tip

Each AI Agent supports channel-specific prompts. These can be used to establish channel-specific rules and behaviors for the chat - e.g. shorter responses, specific greetings, or limited topic areas.

Handover to human agents

For chatbots, it can be configured whether a handover to human agents is possible.

If the handover is enabled, the chatbot can hand over to a human agent if needed. In addition, the real-time chat with human agents can be activated:

If real-time chat is enabled, a transfer creates an open chat ticket that can be manually taken over by an agent.
If real-time chat is disabled or the customer is no longer online, the request will continue to be processed asynchronously. If an email address is known, the response can also be delivered by email.

Customer Legitimation in Chat

Chatbots can use their own rules for customer legitimation. This allows you to define per chatbot which information a customer has to provide before the chatbot or called AI agents gain access to customer data.

If no specific rules are stored, the general settings under Customer and Contract Search apply to chatbot and voicebot.

The chat widget has a configurable start page. There, customers can either start a free chat, select a frequent request, or continue an existing conversation.

Free Chat

For the free chat, title, description, and introductory messages can be configured. The introductory messages are automatically displayed as soon as the customer starts the chat.

Quick Actions / Frequent Requests

In addition, Quick Actions can be added. These appear on the start page as selectable requests, e.g. "Adjust bank details".

For each quick action, the following can be determined, among other things:

Title of the action,
optional a corresponding AI Agent or Intent,
own introductory messages for this entry point.

This way, a chat can be started directly with a suitable context or specific concern.

Continue Existing Chats

The widget can display the last existing conversation. Customers can therefore reopen and continue a chat they have already started.

Appearance

The design of the chat widget can be adapted for each chatbot:

Primary color of the chat window,
Secondary color for buttons,
Text color on the start page,
Rounds of the chat window,
Logo, Bot-Avatar and Agent-Avatar.

Integration on the Website

The chat widget is integrated on the desired website via a JavaScript code. The finished code can be found in the settings of the respective chatbot under "Widget Code".

<!-- enneo chat widget -->
<script
  type="text/javascript"
  data-widget-id="enneo-chat-widget"
  src="https://[your-domain].enneo.ai/scripts/chat-widget-integration.js?subchannelId=[your-subchannelid]"
  async
  defer
></script>
<noscript>You need to enable JavaScript to run this app.</noscript>
<!-- enneo chat widget -->

Replace [your-domain] with your enneo domain and [your-subchannelid] with the ID of your chatbot.

Note

The Subchannel-ID can be found in the settings of the respective chatbot at the very bottom under "Widget Code".

The Widget active setting can be used to turn the chat widget on or off. If the widget is disabled, it will not be displayed on the website - even if the JavaScript code is still included.