User Guide

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Chat Profile

Store essential information as profile values for chats, making it easy to manage and utilize. The saved data can be used in various ways, such as filtering conditions, personalization variables, and chat satisfaction surveys.

Chat Data

Even if a customer has multiple chats, you can manage key details separately for each chat, such as the entry page, satisfaction score, and chat objective.

Chat Profile Display

View detailed chat information at a glance, including chat status, entry page, and chat tags, on the chat profile details page. You can also customize which information is shown by adjusting the Profile Information Display Settings.

Default Integration Data

Channel Talk provides commonly used data in advance.

Aside from chat tags and chat descriptions, other default integration data cannot be modified.

List of data stored by Channel Talk:

If the following times are less than one minute, they will be displayed as 1 minute in the inbox but shown as 0h 0m 0s when downloaded as data.

  • First Response Time (waitingTime)

  • Average Reply Time (avgReplyTime)

  • Resolution Time (resolutionTime)

  • First Response Time During Business Hours (operationWaitingTime)

  • Average Reply Time During Business Hours (operationAvgReplyTime)

  • Resolution Time During Business Hours (operationResolutionTime)

Key

Display Name

Type

Notes

priority

Priority

String

Displayed as High/Medium/Low

source.page

Source page

String

URL of the page where the user chat was created

tags

Chat tag

List

Input field for managers

description

Chat description

String

Input field for managers

source.workflow.id

Start Workflow

String

The first workflow ID triggered when a new chat starts from a Channel Talk button

goalState

Chat Goals

String

Whether the chat goal was achieved

goalEventName

Chat goal description

String

Start

goalCheckedAt

Achieved chat goal

Datetime

The time when the chat goal was achieved

source.marketing.type

Marketing types

String

source.marketing.id

Marketing

String

contactMediumType

Integration

String

appMessenger

Integration medium ID

String

state

Chat status

String

firstOpenedAt

Initial response time

Datetime

The first time the chat was opened

openedAt

Last opened

Datetime

The last time the chat was reopened

waitingTime

First response time

Datetime

Updated if the chat is reopened

avgReplyTime

Average response time

Datetime

Updated if the chat is reopened

resolutionTime

Chat resolution time

Datetime

Updated if the chat is reopened

operationWaitingTime

Initial response time during business hours

Datetime

Updated if the chat is reopened

operationAvgReplyTime

Average response time during business hours

Datetime

Updated if the chat is reopened

operationResolutionTime

Chat resolution time during business hours

Datetime

Updated if the chat is reopened

closedAt

Close chat

Datetime

Updated if the chat is reopened

Additional Integration Information

  • The data key values start with "profile"

  • You can directly edit, change, delete, and add the desired consultation profiles.

  • Data that is not being used can be [archived] or [deleted]

  • You can download the values for consultation profile information you added yourself (→ How to download chat data)

List of Data Available for Immediate Use

Channel Talk provides frequently used values in advance.You can use the CSAT chat profile to conduct customer satisfaction surveys. This information can be edited for name changes and additional translations.

Key

Display Name

Type

Notes

profile.csat

CSAT

Number

profile.csatComment

CSAT comments

String

Adding Chat Profile Information

Path: [Channel Settings] - [General] - [Chat Profile Data], then click [+ Add Data].You can add chat profile information. You can change the sorting order, and the settings will be applied to the inbox.

Data Types

  • Boolean: Yes/No

  • String: Text (general text)

  • Number: Numeric (general numbers)

  • Date: Date (when only month/day information is needed)

  • Datetime: Date and Time (when both date and time are required)

    • To use datetime data, the timestamp should be sent in millisecond format.

  • List: Text format, but a type that allows multiple selections, like a tag list.

How to Use:

When a chat starts, you can save the information of the site page where the chat began to the chat profile. For example, if the chat starts from a specific product page, you can save the product name, product number, and other details in the chat profile. Integration may take some time.

How to Set It Up:

  1. First, add a new profile value to the chat profile information.

  2. Please refer to the developer documentation and have your internal development team handle the integration work. (→ Check the developer documentation)

Satisfaction Survey

You can conduct a satisfaction survey directly in the chat window using the CSAT chat profile.

Setting Up Chat Satisfaction Survey Questions

  • When selecting the 'CSAT' profile in the input form settings, the question format will be fixed as an emoji scale

  • Up to 5 options can be set, and the emoji appearance shown to the customer will vary depending on the rating scale (2-point, 3-point, or 5-point

  • By selecting the 'CSAT Feedback' profile, you can also gather open-ended feedback on the satisfaction level selected

Viewing Satisfaction Survey Results

  • Although the survey is displayed as emojis to the customer, the data saved after submission is in numeric format

  • The stored score will vary depending on the rating scale (2-point, 3-point, or 5-point):

    • 2-point scale: 1, 5

    • 3-point scale: 1, 3, 5

    • 5-point scale: 1, 2, 3, 4, 5

  • When downloading chat data, you can view the result data in profile.csat and profile.csatComment

Example Usage) Conducting a Satisfaction Survey After Ending a Chat in the Workflow

By setting this up, you can automatically send a satisfaction survey to the chat window every time a chat ends. It’s available as a pre-made recipe for easy use.

  1. Click [+ Create Workflow] - [Create New]

  2. Select Trigger

    1. When the chat ends

  3. Select Filtering

    1. Set filters based on customer information, chat details, operation hours, etc.

      1. Example 1: Only send the satisfaction survey to VIP customers

        1. Click [+ Add Filter] - Customer Information - Customer Grade - Select VIP and save.

      2. Example 2: Exclude complaint chats from the survey

        1. Add the [Complaint] chat tag to complaint chats.

        2. Click [+ Add Filter] - Chat Information - Chat Tag - Check Complaint and save.

  4. Set Steps and Actions

    • Select [Send Form] - Click [Form Settings]

    • Question 1: Set CSAT

      • Choose whether the feature is required (ON/OFF)

      • Save to Profile - Select CSAT

      • Choose the desired rating scale (2-point, 3-point, 5-point)

    • If you want to collect feedback as well, click [+ Add Form] to add a question.

    • Question 2: Set CSAT Feedback

      • Choose whether the feature is required (ON/OFF)

      • Save to Profile - Select CSAT Feedback

    • Click [Save and Close] - Select the desired bot profile.

  1. Add ActionTo end the chat, click [+ Add Action] - [All] - Select [End Chat] and then click [Publish].

FAQs

Can I download chat profile data?

Yes, you can. When downloading chat data, you can view it in the UserChat data sheet. (→ How to download chat statistics)

Can I search and gather chat data based on satisfaction survey results?

Currently, it's not possible to filter satisfaction survey results directly in the inbox or chat statistics. However, when you download the chat data, you can view the result values along with it. You can process and use the data in your desired format based on your business needs.

We don’t see the ‘Priority’ value in the inbox → chat information.

Please check if the 'Priority' value is selected in the [Chat Profile Settings].It will be displayed as High/Medium/Low. If no specific priority is set, it will be displayed as 'Medium.'