Welcome to the Super 8 tutorial, this unit will teach you how to engage with customers in real time using the Live Chat tool as they browse your website, deepening the interaction between your brand and fans.
Setting up initial/offline bot instant responses (Email notification reply)
Live Chat Backend Connection Settings
Log in to the Super 8 backend, in the left sidebar under "Organization Settings" find "Live Chat," which is divided into "Website Connection Settings" and "Plugin Settings" for configuration:
▶︎ Website Connection Settings:
① Enter the website address Input the website address where you want to install Live Chat. Super 8 supports two domain formats, for example: 1. https://www.no8.io/ and 2. https://no8.io
You only need to enter http://*.no8.io to apply the Live Chat setting for multiple URLs under the same domain.
② Copy the installation code Paste the installation code before the </body> tag on every page of your website. If you're not familiar with web programming, don't worry, Super8 supports quick installation with the Google Tag Manager tool.
Plugin Settings
Live Chat tool is connected to the following channels to start conversations, and you can also set a brand LOGO (upload a 180x180 PNG file, with a maximum size of 1 MB)
① LINE Official Account
② Messenger Fan Page
③ Instagram Business Account
⑤ Phone
Initial/Offline Bot Instant Response
Go back to the platform menu to open the "Initial Conversation Instant Response/ Offline Response" for the chatbot, choose "Set by Platform Individually," and select the Live Chat tab to set up initial/offline conversation messages.
It's recommended to turn on the "Email Notification Reply" button. When customers send a message for the first time or offline, the system will actively send an Email notification.
▶︎ Email Notification Reply:
After customers go offline (close the browser, switch to another tab), starting from the first message replied by the brand, all customer service responses within 3 minutes are packaged and sent to the customer's Email to notify them. When customers click the "Go to Conversation" button, they can immediately return to the official website to continue the previous conversation.
Live Chat Display Screen
▶︎ Customers start conversations on webpages or mobile
→ Information fill-in (Nickname, Email)
→ Continue conversation
→ Messages enter Super8's Message Center
Message box format: Supports text, cards (call/location buttons not supported), images, files, video text default reply (Only supports PNG, JPG, JPEG file formats, with a maximum size of 10 MB for image files)
▶︎ The "Nickname" and "Email" left by customers will automatically be entered into the customer field in the Message Center.
Customer Trigger Record Rules
▶︎ If the brand has not installed GA4 website integration When customers click the circular icon of Live Chat in the bottom right corner, customer data is created in the "Customer Center," and at that time, the conversation record in the "Message Center" is hidden. When customers click to start or continue a conversation, the initial conversation bot will pop up, and the "Message Center" will display conversation records, with the number of users in all inboxes +1.
▶︎ If the brand has already installed GA4 website integration When customers directly enter the e-commerce webpage, customer data is created in the "Customer Center," and at that time, the conversation record in the "Message Center" is hidden. When customers click to start or continue a conversation, the initial conversation bot will pop up, and the "Message Center" will display conversation records, with the number of users in all inboxes +1.
For how to install GA4 website integration, please refer to the Live Chat function introduction.
Button to open LiveChat conversation box:
If the brand wishes to place a livechat link in a specific button (e.g., Contact Us), allowing users to inquire customer service immediately upon clicking.
Add the parameter autoOpenLiveChat=true to the livechat URL querystring, to automatically open the livechat conversation window. For example: https://stage-tools.no8.io/retargeting?autoOpenLiveChat=true
We hope this article will help you!
If you have any related questions, feel free to ask online customer service specialists through the 「Customer Chat Plugin」 at the bottom right of the Super 8 web console.
Service hours are Monday to Friday 09:30~13:00, 14:00~18:30.
Super 8 Messenger: https://m.me/no8.io
Super 8 LINE@: https://line.me/R/ti/p/@im888