Alhena Website Chat SDK
Alhena provides a chat SDK for embedding a chat widget into your site, where users can ask questions to your AI Agent and talk to human agents when required.
Last updated
Alhena provides a chat SDK for embedding a chat widget into your site, where users can ask questions to your AI Agent and talk to human agents when required.
Last updated
When users interact with your website chat widget, Alhena will first try to answer any questions from your knowledge base, or take any actions based on your configured agents. Alhena will stop responding to users and transfer the query to a human for a few different scenarios:
The user asks for a human agent, i.e. they type "I want to talk to a person" or something similar.
The AI Agent wasn't able to find an answer in its knowledge base.
A custom rule you've added in the for your AI Agent was triggered.
If the customer asks a question and then is inactive for more than 30 seconds, the chat widget will show a buttons near the bottom of the messages, allowing the customer to explicitly request transfer to a human agent.
The chat widget will prompt users to provide their email address on human escalation.
Users can upload files from the chat widget, including images, PDFs, and other documents. The bot is able to process images, such as screenshots of order information, and generate an appropriate reply as if the user manually entered the text.
These files will also appear in external help desk or Alhena Helpdesk for human agents to see, where the agents can also send images and other files back to the user.
Alhena chat widget integrates with a number of helpdesks where agents can reply upon human transfer, including Zendesk, Freshdesk, Freshchat, Salesforce, Gladly, Hunbspot, Gorgias, Kustomer, ZohoDesk, SalesIQ as well as our own Alhena Internal Helpdesk.
Alhena can not only act as a customer support agent, but help you sell products by gathering customer preferences and suggesting them products. Reach out to Alhena team to enable this feature for your AI Agent.
If you have an e-commerce site then Alhena can render information about your products in a carousel style with cards for each of the displayed products. Rather than simply displaying a link and image in the regular format, Alhena can the product information in a similar way to how it would look if shared on messaging apps like iMessage and Facebook messenger, for example.
This is supported for Shopify, Woocommerce, and custom e-commerce platforms. Please reach out to the Alhena team and we can configure this feature.
When a ticket is closed from any integrated help desk, the user will prompted to leave a rating on the ticket. This CSAT information can be synced into your help desk.
After 30 minutes of inactivity, website chat tickets will automatically be closed.
When a ticket is closed, users will no longer be able to reply to the ticket, and be shown a prompt to start a new ticket if they'd like, where the bot will start replying to their questions again.
