Create a chat assistant for your inbox queues to enhance your customers' chat experience while lowering agent workload.

1. Sign in to our GoTo desktop/ web app.
2. From Contact Center > Admin > Chat assistants, select + Add chat assistant.
   Tip: You can also duplicate an existing chat assistant flow.
3. Enter a name and description.
4. Select an editable template or build your own custom flow.
5. Within the Chat builder tab, begin to build your smart response flow by dragging, dropping, connecting the following nodes to the Start of conversation on the canvas:

   Choice	Description
   Say something	Use this to send a custom message to your customer. For example, crafting a welcome message and/or providing specific answers to questions for your customers to view.
   Offer choices	Use this to create customized choices for your customers to choose from within an active chat, such as, "See operating hours", "View our return policy", or "Chat with customer service".
   Add tags	Use this to add one or more tags to the conversation. This is useful for categorizing your conversations so you can more easily search your chat histories and see your top conversation topics.
   Send to agent	Use this to send the conversation to a live agent. You can add a custom message for the customer to see during the transfer process. The full chat history up to this point will be visible to the agent in their chat window.

6. To populate a node with text or tags:
   1. Select the node on the canvas.
   2. In the left panel, enter the text or choices in the corresponding text box.
   3. Select Back to flow or click free space within the canvas to continue working on your chat assistant flow.
   4. To remove a node from your work space, select the node on the canvas. Then select the remove node icon, or select Remove node from canvas.
   Tip: Convenience options including undo/redo, zoom in/out and cancel are available within the canvas.
7. To connect the nodes, drag and drop the circle from one node to another node. To remove a connection, select the Remove connection icon.

   Result: An arrow will indicate the connection to and from each node in your canvas. Make sure each circle has a destination.

8. Optional: Within the Appearance tab:
   • Give your chat assistant and name and avatar.
   • Write an auto-reply message for customers who send free-form messages.
9. When you are done building your flow, select Save & Close.
   Note: A warning will appear if any flow errors are detected by the system. You will need to correct any errors before you can save your flow successfully.
10. Enable chat assistant on to your inbox queue one of the following ways:
    • From Contact Center > Admin > Chat assistants, select the desired inbox queue in the Assign to inbox queue drop-down.
    • From Contact Center > Admin > Inbox queues > Select the desired inbox queue > Settings > Chat assistant, enable the chat assistant setting and select the desired chat assistant flow.
11. Select Save.

What to do next: Review your chat assistant metrics to see how it's performing. From Contact Center > Admin > Chat assistants, select the desired chat assistant. Then select at the bottom of the canvas. Percentages will appear between each flow action which indicate the how much your customers interacted with the chat assistant.