Live Chat is well suited to quick, real-time conversations — but customers visiting your website often expect an instant response, and your team may not always be available to reply immediately. Automations help bridge that gap by handling the first steps of a conversation automatically, buying your team time and keeping customers informed.
This article covers three common ways to combine Live Chat with automations.
Process enquiries faster
When a customer messages you via Live Chat, they are typically on your website and expecting a quick reply. If your team needs a few minutes to respond, an automation can send a single acknowledgement message immediately so the customer knows their message has been received and roughly when to expect a reply — rather than leaving them waiting in silence.
A simple automation for this looks like:
Trigger: New incoming conversation (once per contact) and select your Live Chat channel
Action: Send a message acknowledging the enquiry and letting the customer know your team will be with them shortly — for example: "Thanks for getting in touch! A member of our team will respond within a few minutes."
Identify your contacts
Customers who message via Live Chat are often anonymous — Superchat does not automatically know who they are. An automation can ask for their name and other details at the start of the conversation, saving the responses directly to their contact record before a team member steps in.
For a step-by-step guide to setting this up, see Identify live chat contacts with automations.
Hand over to another channel
If a conversation in Live Chat turns out to be more involved than expected, you can use a manually triggered automation to offer the customer a switch to another channel — such as WhatsApp or Instagram — so your team can follow up there at a better time.
A channel handover automation might look like this:
Trigger: Manual trigger (activated by your team mid-conversation)
Add a Send message node explaining that the issue needs a little more time to resolve. Within that node, add Quick Replies to split the automation based on how the customer wishes to continue.
Finally, add relevant links or QR Codes in the ensuing Send message nodes that direct customers to the channels, also making sure to ask the customers to send an initial message to open the chat.
