As a brand, you can provide a more secure and personalized experience to your customers by redirect users from any social channel to your -

• custom livechat page or

• brand's website where live chat is deployed.

​

This can be especially valuable when customers are required to share personal Identifiable information (PII).

You can provide your customers with a link to deflect the conversation from social channels to either your custom livechat window or your brand website which hosts the livechat.

​

What happens when the user deflects from social to live chat?

• When a user is redirected from the social channel and lands on the brand website, they will be shown a new case on the live chat widget. The case ID remains the same as for the social channel case.

• The user won't be able to view the social channel conversation, however, any message sent in this case will be associated with the same social case in Sprinklr

• Your customer care agents can see the entire conversation from both - the social channel and live chat within a single case.

​

It's important to note that implementing this redirection can change the user experience, particularly when using live chat with scope=CONVERSATION. In such cases, a new case view will be initiated for the user, potentially causing them to lose visibility of their previous or old conversations.

Steps for Implementation

1. Embed the below script to the existing live chat code on the designated webpage.

1. (window.location.search.includes('spr_o')) {              window.sprChat('open');     }

2. Choose the method of sending the Social to Live Chat deflection link.

   It can be sent either by an agent or by a bot application in a dialogue tree. Additionally, in both scenarios, a decision needs to be made regarding who is hosting the custom Live Chat page. There are four possible combinations:

3. - Link sent by an agent, and Sprinklr hosts the custom Live Chat page.

   - Link sent by an agent, and the brand hosts the custom Live Chat page.

   - Link sent via Dialogue Tree, and Sprinklr hosts the custom Live Chat page.

   - Link sent via Dialogue Tree, and the brand hosts the custom Live Chat page. 

   The setup involves creating a custom Live Chat page and creating an asset to send the link.

4. Raise a support ticket, providing information about the link type, implementation scenario, brand website URL, and live chat appID.

   ​

Note:  

For the Standard Social to Live Chat URL - Use the social to live chat URL without the spr_ standard parameter.

For the Social to Website Live Chat Deflection - Use the brand website URL with the prefix of the spr_ standard parameter and append spr_o to auto-open the chat box.

​

To know more deflecting from IVR to other channels refer to this article Deflection to Other Channel and How to Deflect the Customer From IVR to Other Channels .

​