This series teaches you how to use GeckoChat as a fully functioning human-to-human live chat platform. 

In this article, part one of three, we teach you how to set up agents, channels and workflows helping you get ready to go live!

In a hurry? No problem. Below are the timestamps for each topic discussed in the video. Feel free to jump the topics you're less familiar with! 

  • 🙌 Inviting Agents: (01:27 - 02:13)
  • 🦸‍♀️ Creating Teams: (02:14 - 04:04)
  • ✏️ Editing your Agent Details: (04:09 - 06:52)
  • 🛠 Creating your channels: (06:59 - 09:52)
  • ↪️ Using workflows to assign conversations: (10:05 - 11:25)
  • 💡 Example - how does it look to a student?: (11:38 - 13:32)

Getting started

For this series of articles, we're going to assume that we've been tasked with launching live-chat widgets on the admissions, financial aid and counseling pages of our website. When a student initiates a conversation on any these pages, it must be assigned to and picked up by the corresponding team.

Let's begin by creating our teams. Agents can be added to your account by clicking Agents on the top nav-bar and selecting +Invite agents. Simply fill in the First Name, Last Name, Email and Agent Type fields. 

Once we've added our agents, it's time to group them into teams. Click Agents > Teams and click +Add New. Go ahead and create a team each for Admissions, Financial Aid and Counseling and add the correct agents to each team.

With our people now set up, it's time to turn our attentions to the live-chat channels which are going to be placed throughout our website. 

Go to Settings on the top nav-bar. Click Channels and then +Add New. Let's create x3 new live-chat channels for the Admissions, Financial Aid and Counseling teams. Additional information on setting up channels can be found here, or by in our ResponseBot video on Channels here (01:59 - 06:17). 

Consider whether or not you want students' to provide personal details to you before beginning a conversation (i.e. should they provide their name, email, student ID etc.). There are clear benefits in doing so; collecting a students' email address allows you to respond to messages received out-of-hours. It allows you to track who is speaking with you and even sync the conversation and data to your CRM. However, be mindful that asking for details may dissuade students from using the live-chat system. There is a delicate balance to be struck. 

Once your channels are created, you'll be presented with the Embed Code for your live-chat channel. Make sure to copy this snippet of code and send it to your website manager / IT team, informing them which webpages you'd like it to be placed on. You can access this code at any time by clicking Settings > Channels and clicking on your live-chat channel. Your code will look similar to this (albeit with a unique account_id):

<script>
    window.GeckoChatSettings = {
        account_id: 'XXXXXXXXXXXXX',
        auto_boot: true
    };
</script>
<script src="https://embed.geckochat.io"></script>


Our setup is nearly complete. Our teams are ready, our channels are standing by and our IT team are busy adding the live-chat code to your website. All that remains for us to do is to create the assignment rules so that messages from, say, the Admissions live-chat channel are always assigned to the Admissions team. This is done by using Workflows.

Using the top nav-bar, click Workflows and then +New Workflow. Then:

  • (1) Name your workflow (i.e. Assign to Admissions).
  • (2) When asked when your workflow should trigger, select When the conversation is started.
  • (3) Select the condition, Only trigger this workflow if the conditions below are met. Then, add the condition if the Channel > Is equal to > Your admissions channel.
  • (4) Pick the action, Assign conversation to agent or team and pick your admissions team from the drop-down. 
  • (5) Click Set live

Now repeat this process for the Financial Aid and Counseling assignments. Your Workflows page should now display three workflows. Any incoming messages on any of these channels will notify each member of the respective teams that there is a conversation ready to be picked up.

Our basic setup is now complete. Looking to create advanced workflows to notify users of hours of operation? Be sure to check out the video in our ResponseBot workflow article.

In the next article, we learn how to converse with students in GeckoChat, and how to manage our open conversations.

🏁 Any questions? Feel free to start a live chat with a member of our support team. Want something more advanced? Feel free to roam the GeckoChat or GeckoBot sections of our academy at your leisure. 

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