BotSailor’s Live Chat Platform for WhatsApp Chatbot

BotSailor's Live Chat Platform for WhatsApp is a great tool that you can use for customer support. It combines the power of chatbots with the flexibility of live chat. Which can bring business success in your WhatsApp Marketing journey.

In this blog, I'll talk about the benefits of live chat, what makes BotSailor's platform special by explaining its functionality, and how it compares to other live chat tools. I'll show you why BotSailor is the best choice for your WhatsApp business conversations.

 

The Benefits of Live Chat

Running an online business is really hard now. Everyone has the same resource as you have and also the same opportunity. But In order to get the success you must understand customer psychology and do marketing according to that. That's why Live Chat can be a good way to do that, because you get to directly communicate with your customer in real time.

With over 2.9 billion active users globally, WhatsApp is one of the biggest platforms for marketing for any business. Using Live chat features your business can aim to provide real-time customer support from WhatsApp and enhance the overall customer experience of their company and generate more leads.

Here are some of the key benefits:

Real Time Communication: Live chat allows you to respond to customer inquiries in real-time, reducing waiting times and increasing customer satisfaction. Because no one likes to wait. And these days people have very little patience, especially online.

Personalized Interaction: Live Chat on WhatsApp allows your support agents to communicate with your customers in a more personalized way, In this way your agents get to focus on more individual customer needs. And your customer will also feel more satisfied.

More Customer Engagement: When your customers get consistent replies that solve their problems, they will always return for more. This opens a huge opportunity for your business to gain customers' trust and they are more likely to convert. And also it will lead to higher engagement rates.

Improved Customer Retention: With quick and efficient support, customers are more likely to remain loyal to a brand, leading to higher retention rates.

 

How to use BotSailor’s Live Chat for WhatsApp on your Website?

To use BotSailor Live Chat on your website, first you need to create a chat widget from the BotSailor Bot Manager settings. When creating the chat widget, be sure to use your official WhatsApp number for the bot account.

Once you've created the chat widget, you can pin your WhatsApp Chat button on your landing page and any other important pages of your website where you think it would be beneficial. This allows your customers to easily start a conversation with your live chat agent if they have any questions or need assistance.

You can also add BotSailor's AI to your chatbot. This allows your customers to get basic information about your business without having to wait for a live agent. If necessary, your agents can also take control of the conversation and assist the customer further.

 

Free WhatsApp Live Chat for Website

BotSailor offers a free WhatsApp live chat solution for your website, allowing you to connect with your customers in real time. Simply create a chat widget and pin it to your website to provide easy access to your WhatsApp chat.

 

BotSailor’s Live Chat : Team Collaboration

BotSailor's Live Chat Platform makes it easy for you and your team to help customers with their problems or other queries. It can also help work together as a team with its team collaboration feature. Here's what you can do with BotSailor’s Live Chat:

 

Integration with WhatsApp: You can easily connect your WhatsApp account with Botsailor. BotSailor uses WhatsApp Cloud API to let you run WhatsApp Marketing campaigns. After you connect your WhatsApp account with BotSailor, you can easily start importing your WhatsApp customers to BotSailor and start providing customer support using the live chat and  continue your marketing campaigns with BotSailors other awesome features. Moreover you can also create new team members from your BotSailor account and build up a team to work together.

Personalized Communication: With BotSailors various tools in live chat you can use them and talk to your customers as if you know them for ages based on customer data. For example, when your customer starts a conversation, you can save important data in your live chat note. Later when that customer comes back again you can use those data to provide him good customer support. This way you can ensure that every chat with a customer is relevant, which will boost customer satisfaction and loyalty towards you.

Team Collaboration: BotSailor is designed with team collaboration in mind. Multiple agents can take care of different customer queries, which will ensure a comprehensive response. This feature is especially beneficial for remote teams, allowing them to collaborate effectively regardless of location.

Customer Service Team Collaboration: BotSailor has tools like notes, add labels and assigned agents which allow agents to collaborate on complex issues without the customer being aware, ensuring a smooth problem solving process.

Collaboration Tools for Remote Team Members: BotSailor has tools that help teams work together even if they are not in the same place. These tools include shared inboxes, assigning tasks to different people, and ways to work together in real time so everyone is on the same page.

Analytics and Reporting: BotSailor provides detailed analytics and reporting tools that help businesses track customer interactions and team performance. This data is invaluable for making informed decisions and continuously improving customer service.

 

BotSailor’s Live Chat Features Explained

So until now in this blog i have discussed how BotSailor can be helpful, now let's get a closer look at the Live Chat tool and all its features:

BotSailors Live Chat is a tool with many functionalities. At first when you log into your BotSailor admin account and go to WhatsApp Live Chat from the dashboard.

You can see that the whole live chat page can be divided into three sections. So in order to explain it properly to you, I'm going to go through each section at a time and explain every function of it. They are:

1. Subscriber List section.
2. Chat Window section.
3. Chat Action section.

 

 

Subscriber List Section

This section is primarily designed for showing all your whatsapp subscribers in one place, after you put your WhatsApp business number on your website or you pin a chat widget on your website, whenever a customer messages you on that number or chat widget instantly they become your subscriber.

In this section, you'll find a comprehensive list of all your subscribers. As shown in the screenshot, there's a Search Bar at the top. Simply enter a subscriber's name to quickly locate and start a chat with them.

This feature is especially useful during busy times when you're juggling multiple customer conversations. If a customer's response is delayed, you can easily switch to another chat without losing track of the original conversation. Just use the search bar to find the customer's name and resume your chat.

 

Advanced Search: Besides the search bar you get to see a filter option. This option is used to filter out subscribers based on labels, sequences and recent interactions. By clicking on the filter option you can see three menus.

 

Click on the select label, and a drop down menu full of all the labels will appear. From here just choose a label and in the subscriber list you can see only the subscribers that are in that label.

Click on the select label, and a drop down menu full of all the labels will appear. From here just choose a label and in the subscriber list you can see only the subscribers that are in that label.

 

Just like select labels, Select Sequence also lets you filter out all the subscribers that are under a sequence.

Now if you click on the Order by, There are two more options available.

First one is the Subscriber Recent Reply. This one will filter out the subscribers that had recently replied to you.

Second one is Recent Communication, It will filter out all subscribers that you have recently replied to.

 

 

Mine: BotSailor's Team Collaboration feature allows you to assign specific agents to handle particular customers. You can create multiple agents for different chats. Once an agent is assigned, they can view their assigned chats in the Mine section of the Subscriber list.

All chats: This option shows you a list of all customer conversations.

Unread chats: Here you can see all the messages that are unread in your list. It is very useful when you are in a rush and you can find which chats are being unread. With this option just click on it and all Unread messages will be in front of you.

Archived chats: This option is used for saving or storing past conversations for future reference or analysis. This feature allows you to track customer interactions, improve customer service, train new agents, and comply with regulations.

By analyzing archived chats, businesses can identify areas where they can improve their service, provide real-world examples to new agents, and ensure compliance with industry standards.

Blocked chats: This feature is typically used to prevent unwanted, spam or abusive messages.

Resolved chats: This one is for a resolved customer list.

For a comprehensive guide on how to use Live Chat effectively, I've included a link to the BotSailors Live Chat YouTube video at the end of this blog.

 

Chat Window section

Chat Window is a very crucial part of BotSailors Live Chat. You basically chat with your customers in this section.

It is filled with various important features like “Mark As”, “Translate message”, “Replying Messages”, “Rewrite with AI”, “Send Flows or Message Templates”, “Canned Responses” and many more.

 

Mark As

You can make any customers chat unread or archived and even block any spamming customer from this section using the Mark As feature.

How To:

1. Select a subscriber from the subscriber list.
2. Click on the Mark As button. A drop down menu will appear and you can take the necessary action needed.

 

Follow Up Reminder

The Follow Up feature is a useful tool for customer support teams. It acts as a reminder, allowing you to schedule a time to reply to a customer's chat when you're unable to respond immediately. This is especially helpful when you have multiple chats going on. By setting a follow-up time, you can ensure that no customer message goes unanswered and can better organize your workload.

How to:

1. Just click on the Follow Up reminder button. And a drop down menu will appear.
2. Choose a time when you want to get reminded. You can also customize your date and time of reminder.

 

Translate message

This option allows you to instantly translate text messages from one language to another. This is particularly useful for businesses that serve a global customer base or for individuals communicating with people who speak different languages.

If you have any foreign customer who is messaging you in their language, simply click on the translate button to translate the message and you can also see which language it is and reply back to him in his own language making the customer support more personalized. Which can ultimately gain customers' trust and lead you towards a sale.

How To:

1. Just click on the translate button under a message, and it will be automatically translated to BotSailor’s default language.

 

Rewrite with AI: You can automatically generate appropriate responses based on correct grammar, spelling, and punctuation errors using this option.

How to:

1. Write a message that you want to send to your customer.
2. Then click on the Rewrite with AI button and your message will be corrected grammatically.

 

Send Flows or Message Templates

Send flows or message templates are pre-written sequences of messages or bot flows that you can use in live chat conversations.

How To:

1. Click on the Message Template button. Here you can see all your Bot Flows, Message Templates list in one frame. Although you cant create a new message template from here, you can create it from Bot Reply easily.
2. From the list, select a message template that you want to send then provide values for the variable.
3. And send it.

 

Canned Responses

Canned Responses in live chat are pre-written messages that you can quickly insert into a conversation. These templates are designed to streamline interactions, especially for frequently asked questions or common scenarios.

How to:

1. Click on the Canned Response button.
2. Now you can just choose a response. And you can also create a response by clicking on the Add New button.

 

Ready to dive deeper? Our YouTube video offers a comprehensive look at these awesome features. Don't miss it!

 

Chat Action Section

The Chat Actions section is a powerful tool for enhancing customer support. Here, you can perform various actions to provide exceptional service. For instance, you can easily subscribe or unsubscribe customers, pause bot replies temporarily, and reset user input flows to ensure a seamless experience using the Actions button.

 

Assign Agent

Next, you can assign an agent to a specific subscriber, add a subscriber to a label, or create a message sequence. These features can help you and your team work more efficiently and optimize team collaboration.

How to:

1. Just click on the Assigned Agent menu.
2. Then choose an agent for this conversation. You can also see which agent is active right now.
3. Then click on save changes and this customer will be assigned to your agent. And your agent will also get a notification that he was assigned for this customer at the same time.

 

Labels 

Labels in live chat are like tags or categories that you can use to assign a customer to a specific category.

A customer support agent might use labels to categorize customers based on the topic (e.g., "billing," "technical support," "returns"), customer location, or the agent who handled the conversation. This makes it easier to find specific conversations, analyze customer data, and ensure that customer inquiries are being addressed efficiently and effectively.

How to:

1. Just click on the labels menu.
2. Then choose a label from the drop down menu. You can also type a label name to search for it. Then save it.
3. You can add multiple labels if needed.

 

Assigned Custom Fields

Leverage Assigned Custom Fields feature to collect essential customer data to provide more personalized and efficient assistance. For large teams, storing customer information in custom fields helps agents quickly understand chat history and offer timely, informed support.

How to:

1. Click on the Assigned Custom Field menu.
2. Choose a custom field from the menu. You can create a new custom field from the subscriber manager.
3. After choosing a custom field just provide value and save it. Here I chose the address custom field after that i will just type in customers address as value and save it.

 

Add Notes

You can add multiple notes to store important information about a customer. It can help you and your team members to easily understand what the conversation is all about and how to respond to this customer in a short time without reading the whole conversation. You can also see which agent added which note because beside each note there will be information about which agent added this note and also when he added it.

How To:

1. Just click on the Add note button to add a note. You can add multiple notes if needed.

 

Inside 24 hour window

This is a countdown timer that indicates how much time remains before the chat window automatically closes. WhatsApp has a 24-hour rule, which means that if a customer or subscriber messages you, the timer will start counting down until the next 24 hours are over.

 

Comparison of BotSailor with Other Top Live Chat Platforms

When it comes to choosing a live chat platform for WhatsApp, there are several options available. However, BotSailor’s platform offers distinct advantages over its competitors:

 

Ease of Use	⭐⭐⭐⭐	⭐⭐⭐⭐⭐	⭐⭐⭐	⭐⭐⭐⭐	⭐⭐⭐⭐⭐
Theme Change	✔️Yes	✔️Yes	✔️Yes	✔️Yes	✔️Yes
AI Chatbot Integration	✔️Yes	✔️Yes	✔️Yes	✔️Yes	✔️Yes
Canned Response	✔️Yes	✔️Yes	✔️Yes	✔️Yes	✔️Yes
Message Translation	✔️Yes	✔️Yes	No	✔️Yes	✔️Yes
Translate to (which language)	❌No	❌No	❌No	❌No	✔️Yes
Team Collaboration	✔️Yes	✔️Yes	✔️Yes	✔️Yes	✔️Yes
Sending WhatsApp From	❌No	❌No	❌No	❌No	✔️Yes
Follow Up Reminder	❌No	❌No	❌No	❌No	✔️Yes
Convert Audio to Text	❌No	❌No	❌No	❌No	✔️Yes
Ticketing System	✔️Yes	✔️Yes	✔️Yes	✔️Yes	✔️Yes
Free Trial	❌No	✔️Yes	✔️Yes	❌No	✔️Yes
Pricing(starting)	$20	$29	$15	$39	$6.99

 

Why BotSailor is the Best Choice

BotSailor’s Live Chat Platform for WhatsApp Chatbot is a powerful tool that offers everything your business needs to provide exceptional customer service. From seamless integration with WhatsApp to advanced team collaboration features, BotSailor provides a comprehensive solution that outshines its competitors.

Whether you’re looking to improve customer engagement, boost team collaboration, or simply provide a better customer experience, BotSailor’s platform is the best choice for businesses looking to stay ahead in today’s competitive market.