Live Chat Control in Zoho Cliq

While using Zoho Cliq as a platform for customer support, you might need to frequently switch between chatbot mode and live chat mode.

For example:

After you answer a question in live chat, you would like release the customer back to the chatbot flow. As a result, this customer can be first handled by the chatbot when they come back again.

Create a General Node

1. In your chatbot, create a general node for controlling the live chat mode.

Create a Pre-action

2. Create a new pre-action, click to enter the "Advanced" mode.

3. Apply the following action to turn off the live chat mode:

return new Promise(async (resolve, reject) => {
  this.member.botMeta.liveChat = false
    resolve({
      member: this.member
    })
})

Instead, you can apply this alternative version to turn on the live chat mode:

return new Promise(async (resolve, reject) => {
  this.member.botMeta.liveChat = true
    resolve({
      member: this.member
    })
})

4. Create a new response to notify the customers about the live chat mode being turned off.

Create a Global Node

5. Now, create a global node for triggering the action you have created.

6. Create a keyword trigger.

tip

Please note that this is just an example. You can apply any kind of triggers that fit your chatbot flow.

7. Toggle on "Redirect" and point to the corresponding node.

8. Now, add this chatbot to channel and test it out!