The new Live Chat functionality was expected by many of us, but in fact, it requires a company operator to serve the customer, relieving the bot when necessary.
I wonder if this operator has permissions to manipulate the rest of Flowxo’s functionalities at will? I think so, and it is too risky, while all of us should consider before adding this new functionality to a chatbot that companies may have different operators to provide chat services to their customers, even in different departments.
If Flowxo does not add Live Chat multi-operator options for the same Flowxo account or for a particular bot, the solution may come through the integration of other existing platforms in the market, i.e., being able to interactively refer Live Chat to Slack, Stride/Hipchat (Atlassia), Yammer, etc. without the client leaving our chatbot in Flowxo.
I think we all agree that the option of having conversations by exchanging emails (between the operator and Flowxo) is not efficient enough, and makes the operator very slow, which damages the quality of customer service.
It also occurs to me that the chatbot could be an intermediary in 2 different channels when a Live Chat is started, for example, allowing the client to be on a website, Facebook or Telegram, while the operator interacts with this same bot through Telegram to send messages to the client in Live Chat (simply identify us to the’@client’ before each phrase)… it’s just a quick idea, and there are sure to be better ones.
Have you considered this problem and any possible solutions?