In the CMS Tool, you can edit the settings associated with the chat box that appears on your website. This is a good way to engage site visitors.
*IMPORTANT: If the AI Assistant is enabled, the chat box will not appear on your website as the AI Assistant's efforts to engage site visitors take priority.
Edit Chat Box Settings
To edit the chat box, open the CMS Tool > Settings > Lead Capture > Chat Box Settings:
If you turn on the "Facebook Messenger" option, the Lofty chat box will be hidden and instead allow for Facebook Messenger to be used in its place. In order to work correctly, be sure to set up Facebook Messenger first by following the instructions found here: Install Facebook Messenger.
To finalize the setup, add your Facebook Page ID. Be sure to click "Save" and Facebook Messenger will be installed and ready to use on your Lofty site.
Live Chat Explanation
This section outlines how the "Live Chat" in the Chat Mode setting will actually work.
First, a site visitor will click on the chat bubble in the bottom-right of your website:
They will be asked to register in order to communicate with you. They will provide their information and then click on the Register button:
After clicking on Register, the questionnaire will appear to them:
They would then need to click on the chat box again in order to send a message. When doing so, they will see a window like the following:
The site visitor/lead can send a message via the chat box:
Within the CRM, click on the chat bubble in the bottom-right to access website chat conversations:
Within the Lofty CRM, you can respond directly within the chat window:
That response will be received by the lead in their session on your website:
The lead will also receive that message on their cell phone (if compatible) if they provide it during registration.
If the lead responds from the website chat box, it will not appear within the text message conversation. For example, the screenshot below shows a response sent by the lead on the website chat box (not via text message). The lead will see any responses from the agent, but not their own messages if sent from the web chat box.
If the lead messages back via text message (instead of via the website chat box), that message will not appear in the website chat box. In other words, the lead should choose one communication channel and use that.
On the agent side, within Lofty, all communication is recorded in the message bubble:
Any messages sent/received via text message (after being initiated via the website chat box) will be synced to the lead profile. If they respond via the website chat box instead, that communication is not recorded on the lead profile.
If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <email@example.com>, by phone at 1 (855) 981-7557, or by chat with us through your Lofty CRM.