Flowchart of live chat

start

A customer with a query

opens the support page.

The customer enters

personal information (name,
email address, ID, etc.) in the
chat request form.

customer adds problem

details: category (e-
commerce example: general,
shipping, returns), problem
summary, product ID, etc.
And clicks submit

The chatbot extracts

relevant articles/FAQs from
the help center (based on
the problem details) and
shows them to the customer
No customer clicks
Request a chat with
agent’ and waits in a
yes
queue

customer connects
Before solve cs will do verification like personal
solve with an cs agent, information (name, email address, ID, etc
and the cs agent
tries to solve the
customer’s problem
Customer Send a CSAT survey to see
Satisfaction
know their experience with No
Score
the live chat and support

team Create Tickets

,Provide report
number and
timeline

Closing script chat end