Objective:
This article aims to guide Servicio al Colaborador administrators through customizing and configuring the chat that collaborators will see on the Buk platform. It provides information to align the chat with your organization’s brand identity and to make the most of its capabilities.
Scope / Limitations:
This article is intended for Servicio al Colaborador administrator users who have an Intercom account.
Definitions:
- Intercom:Servicio al Colaborador consists of the integration of Buk with Intercom, a platform that enables embedding a chat in the Buk platform. This allows collaborators to get in touch with their organization’s administrators, among other features.
- Messenger:It is the chat that will be displayed on the Buk platform and must be configured from your Intercom account.
- Users:Collaborators who will be able to start conversations from their Buk platform.
Process in Intercom:
Before starting, it is essential to customize the Servicio al Colaborador chat so that it reflects your brand identity and acts as the representative voice of your organization.
To configure and customize the chat, log in toIntercomand select "Settings" in the side menu. Then, in the "Channels" section select "Messenger"
Web
In the "Web" settings, you can configure how collaborators will see the Servicio al Colaborador chat.
Content
To get started, review the "Content" section
- Design and space
In the "Design and Spaces" section, you can choose between the "Classic" view and the "Compact" view. The "Classic" view offers a more expansive experience, while the "Compact" view provides a more concise approach. We recommend the "Classic" view to make the most of the features.
To configure the chat tabs, go to the "Workspaces" section and select "Users," since this option is related to collaborators.
You can organize the sections by dragging them to the desired location; however, the "Home" section cannot be reordered and will always be shown first.
Additionally, you can enable or disable the tabs visible within the chat, but note that the "Message" tab cannot be disabled, as it allows collaborators to start chats.
The chat sections are:
- Home: The chat’s initial screen, which you can configure with custom apps.
- Messages: Area dedicated to managing conversations, where collaborators can start chats.
- News: A feed specifically for posting announcements and relevant news.
- Help: Allows collaborators to self-manage their questions via articles they can consult directly on the Buk platform.
- Folios de Atención: The Tickets area, where collaborators can track all their tickets from a centralized place in Servicio al Colaborador.
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Configure your welcome message
In the "Configure your welcome message" section, you can write an initial greeting and add variables, such as the collaborator’s name. You can also include an introductory message that will be displayed below the greeting.
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Customize Home with apps
In the "Customize Home with apps" section you can order and enable the sections that will appear on "Home." You can enable quick access for collaborators to start a conversation, add external links, allow them to reviewrelevant articles, and add apps.
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Show Messenger launcher:
Once you have finished configuring the chat, enable it by selecting the "Show Messenger launcher" option. This will activate the chat immediately on the Buk platform, allowing collaborators to see and use it.You can also set display conditions to limit who can see the chat. To review tests before enabling the chat for all collaborators, we recommend adding a display condition based on "Email." Select the "Is" option and add your email address; this way, only you will be able to see the chat during testing.
Styles
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Messenger colors:
You can adjust the chat colors. To do so, click on "Messenger colors" and select an action color that will be used on buttons, links, and other elements to highlight and emphasize, as well as a background color that will be used in the header of all spaces.
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Messenger home page
In the "Messenger home page" section, you can add a logo that will appear in the lower-left corner of the chat home screen. You can also decide whether to show the avatars of the Servicio al Colaborador administrators in the upper-right corner.
Additionally, you have the option to customize the header background of the Home tab of the chat. You can choose a solid color, a gradient, or upload an image to give it a distinctive touch.
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Launcher:
In the "Customize the Launcher" section, you can choose the position of the bubble on the Buk platform according to your preferences.
Conversations
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Start conversation button text:
Choose the name of the button that the collaborator will see on the "Home" tab and in the "Messages" section. To configure it, go to "Conversations" and select one of the six options available in the "Start conversation button text" section.
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Response expectations:
You can display the average response time during business hours and also indicate when the team will be available again if the inquiry is made outside those hours. For example, outside the set hours, the message could appear: "We will reconnect tomorrow." By clicking on "Business hours," you will be taken to the configuration of your service hours.
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Team introduction:
Within "Team introduction," you have the option to customize the message that will appear when starting a conversation.
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Special notice:
You can also configure a "Special notice" that will be shown at the start of the chat
General
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Control the volume of incoming messages:
You can control the number of incoming messages:
- Allow users to start a conversation: For collaborators to send messages, it is necessary to enable the "Allow users to start a conversation" option.
- Prevent users from having multiple incoming conversations: The "Prevent users from having multiple incoming conversations" button prevents the collaborator from starting a conversation until the current conversation has been closed by an administrator.
- Ask users to search before starting a conversation:The "Ask users to search before starting a conversation" option relocates the start conversation button to the articles section, encouraging users to perform a search before starting a conversation.
- Allow users to start a conversation after a negative reaction on help articles:You can enable the option to automatically start a conversation when a user reacts negatively to a Help Center article.
- Prevent users from replying to closed conversations:Prevents users from replying to conversations that have been closed by the administrator within a defined time.
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Choose supported languages:
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Protect your messenger’s security:
In the case of the Intercom integration with Buk, the messenger security should not be configured
All set! Collaborators can now start conversations from the Buk platform and receive responses from you.
Required Modules:
- Base:Essential people management.
- Addons:Servicio al Colaborador.
Keywords:
Servicio al Colaborador, Intercom, chat, customize chat, articles, Help Center, library, collaborator chat, support.
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Create articles and configure the Help Center
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🤖 This article was translated using artificial intelligence. View original article.