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CUE | Setting up Live Chat
M
Martine
Updated: Feb 04, 2025
Description
In this guide, you'll learn how to set up live chat in your Cue Workspace. With Cue, the process begins with Flows. When a contact sends a message through a channel (such as WhatsApp, Facebook Messenger, or Webchat), a flow is necessary to handle the communication and direct the user to the Live Chat session.
Steps
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Welcome to our demo!
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Go to "Flows"
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Click on "Create a flow" to start the process.
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Give the Flow a name. You can also add a short description and choose which channel this User Journey will be connected to.
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Once done, click on "Next" and your Flow workspace will be created.
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You're now ready to build your User Journey. To begin, click on the "+" to reveal a list of all available actions.
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Click on "Message".
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To modify the message, click on the Message block and a message pannel will open on your right.
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First thing, name your step, please keep it concise. This is for internal purposes only (will not be visible to the contact), simply to track the steps in the flow.
In the "Message" section, input the message the bot will use to engage with the contact. Emojis are welcome. If you're posing a question, such as asking for a contact's name, ensure a response is provided before advancing to the next step in the UJ.
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In the "Message" section, input the message the bot will use to engage with the contact. Emojis are welcome.
If you're posing a question, such as asking for a contact's name, ensure a response is provided before advancing to the next step in the UJ.
Add the "Step Name" as the variable to Save the Response
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Once happy with the details click on "Save".
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Next, we need to "Update contact" with the provided name. To do this click on the "+" and select "Update Contact".
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Next, we need to establish the condition for capturing and sorting the contact's name response within the flow. Click on the "Update Contacts" feature to access the setting.
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Under "First Name," type the curly brackets followed by the first message's "Step Name." Here, you can choose between "text" or "type." "Type" represents a response via a button, whereas "text" signifies a typed response from the contact. In this case, select the "name.text" option.
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Click on "Save".
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Next, we'll add a message referencing the contact's name, and ask how we can assist the contact.
For this, we'll click on the "+" sign and select "Message"
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Again, we'll click in the message box to add the details.
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Name this step and craft a message.
To welcome the contact and set up a function to automatically extract their name from the preceding message, initiate by typing an opening curly bracket commencing with "firstname." The "Firstname" function we established in the previous setup should display.
Select the purple "firstname" element.
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After referencing the name, ask how the contact can be assisted. Press Save. In this example we're not waiting on the contact's response, meaning the next action in the User Journey will follow immediately after the message was sent.
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Now that the bot has asked the assisting question, we need to create a ticket. Click on the "+" symbol and choose "Create ticket."
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Click on "Create ticket" to open the ticket pannel detail on the right.
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Here you can add the new incoming ticket's subject line.
You can also click on "Team" and "user" to automatically assign incoming tickets to the relevant team/agent.
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Once set, press "Save"
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Lastly, we'll add the "Transfer Session" function. Without this function, your ticket and chat session will not be created in the Cue platform.
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Next, we'll click on "Save draft".
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Afterwards, click on "Publish".
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Choose the appropriate WhatsApp number or channel where you want to share this User Journey. Then, click on "Publish."
After publishing, the flow goes live and needs testing to ensure everything is functioning as configured.
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If you go back into your flow, you'll see that it's live and tickets should be coming through to your Cue Inbox.