Setting up your team

Implementing a conversational AI project is a team effort. The roles and responsibilities of team members will vary depending on the project, but a few key roles will always be necessary.

  • Conversational AI Developer: This role is responsible for developing the code that makes the conversational AI system work. They will need to be familiar with both natural language processing and programming languages. With Activechat, requirements for this role are substantially lower in terms of the technical background or development experience, since our platform follows the "no-code"/"low-code" model and makes even the most advanced conversational AI tech accessible to non-technical teams.

  • Data Analyst: This role is responsible for gathering and cleaning data, as well as performing data analysis. Again, Activechat makes this task substantially easier by utilizing the BYOD ("bring your own data") model and simplifying the process of applying data analysis to virtual assistant development and improvement.

  • UX Designer: This role is responsible for designing the user interface of the conversational AI system. Activechat shines here due to the extreme flexibility of our visual conversation builder and the simple logic of adding and editing customers' intents.

  • Business Analyst: This role is responsible for understanding the business needs of the project and translating them into requirements for the conversational AI system.

  • Product Manager: This role is responsible for managing the whole project and ensuring that all team members are working together effectively. Read more about conversational AI for product managers.

You can create multiple projects in Activechat (some of our customers are agencies running hundreds of bots for their clients), and each project will have its own scope and a team of collaborators.

Building the right team

Live chat automation and customer service automation are tasks that require some teamwork. Most probably there will be multiple people on your conversational AI or digitalization team, working to improve your customer care experience:

  • Live chat agents

  • Live chat supervisors

  • Project managers

  • Developers

  • Administrators

To help you make their work more efficient, Activechat has a permission-based access system where you can invite new users to your project and assign them roles based on permission sets.

How to invite a new team member

Before inviting anyone to your team, please make sure that this person has already signed up for a free Activechat account here.

Go to the "Team" menu on the left and click the "Invite new team member" button.

Type in the recipient's email address and choose a set of permissions to assign. These permissions can be:

  • Admin - for basic bot settings editing (name, avatar, units, etc)

  • Analytics - for analytics dashboard access

  • Automations - for Intents and Skills editing

  • Billing - for adding and editing billing information

  • Channels - for connecting new communication channels

  • Conversations - allows access to conversation logs in the live chat CRM

  • Integrations - for adding and editing integrations

  • Live chat admin - this person can watch and reassign all live chat sessions

  • Live chat agent - this person has access only to chats assigned to him/her

How to add an agent to the live chat group (queue)

With Activechat, you can assign each conversation to the most appropriate human agent. This is done by a smart message routing mechanism that is based on tags. We'll dive deeper into this topic in the "Managing conversations" section. For now, just assign some meaningful tags to each of your newly added users who have the "Live chat agent" or "Live chat admin" permission.

Go to the "Team - Agents" in the menu on the left, click on the gear icon next to the agent's name and list group tags in the "Settings" window. Don't forget to click "Save" when you're done.

The list is comma-separated and each tag name can contain only Latin letters, numbers, and underscores.

Later you will be able to use these tags to assign inbound live chat requests to the most appropriate agent or team.

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