Chat is an outstanding tool for managing your team's communications in one place. In a similar vein, this page exists to be a one-stop-shop for all things Chat!
Initial setup
Here are some helpful things to know if you're new to Gecko or want to get to grips with some core functionality, like making new users and managing integrations or channels.
🔎 Topic | 🔗 Link |
Chat training (Admin) | |
Adding users | |
Custom fields | |
Channels | |
Integrations | |
Workflows | |
Consents |
Day-to-day management
Being mindful of the topics below will help maintain and improve your Chat account.
🔎 Topic | 🔗 Link |
Custom filters | |
Labels | |
Chatbots | |
Reporting | |
Exporting data |
FAQs
Need help finding the answer to your question? Reach out to us for support. Have a question in mind that isn't listed? Drop us a line here.
🔎 Q: How do I set up a pre-chat form?
The benefits of setting up a prechat form for your live-chat channel are numerous: capturing leads, post-conversation actions such as drip campaigns, event invites, and calling initiatives, as well as better data for downstream analysis -- the list goes on.
Setting up a form is easy. Begin by going to Forms and clicking + New Form in the top-right corner. Select the fields you'd like to capture. If you're new to forms, feel free to check out our quick start guide. Forms support conditional logic, parent/child fields, as well as all the workflows you'd come to expect from Gecko!
Once you're finished and your form is saved, head back to Conversations > Channels and click into the live-chat channel where you'd like to use this form. Find the Pre-chat form field and add your form.
🔎 Q: Why did my bot answer like this? Where did it get it's information from?
A key aspect of deploying and managing an AI agent is understanding where it is drawing its information from. Gecko makes this easy by providing users with a granular breakdown of the unique URLs used to compose any given bot answer.
To view the links your bot used in an answer, head to Conversations > Inbox and click into your conversation. Find the bot answer you'd like to learn more about and click the info icon - (i) - in the bottom left of the bot reply. This will surface key meta information about the answer:
The source (Generative, Owned)
The webpages whose data was analysed by your bot to compose the answer
The channel name
The date/time the answer was sent
🔎 Q: How do I mute chat sounds?
Getting tired of hearing the chat notification sound? There are a few ways to silence Chat. One method would be to right-click your Chat browser tab and select the Mute Site option. This will prevent any sounds from emanating from your Chat tab.
