🎭How to Integrate Tidio with Lynn for Seamless Customer Support with Live Agents

It’s true that Lynn is a powerful tool for automating customer interactions, but even the most advanced AI has its limits. Sometimes, a customer might have a question that requires a human touch or a more complex understanding than the chatbot can provide. That's where the Tidio Integration feature comes in, seamlessly bridging the gap between automated service and live support.

By integrating Tidio with Lynn, you can effortlessly transfer conversations from the chatbot to a live agent whenever needed. This ensures your customers always get the assistance they require, whether it's from Lynn or a human agent. Ready to enhance your customer support capabilities? Follow these steps to set up the Tidio integration:

Set Up Tidio Integration

1. Access the Integrations Section:

   • Go to the Integrations tab in your Lynn dashboard to view available third-party integrations.

2. Configure Your Integration:

   • Click on Tidio to open the configuration settings.

   • Add Your Tidio Widget Code: Paste your Tidio widget code snippet into the provided field. You can find this snippet in your Installation tab under the settings of your Tidio account under chat widget settings (use manual install).

3. Save Your Configuration:

   • Click Save Changes to apply the settings and complete the integration process.

4. Enable Tidio Integration:

   • Locate the Tidio option and toggle it to Enabled, or enable it once directly from the configuration page. This set up the environment to make a connection between Lynn and Tidio.

Once you have set up the Tidio integration, you can further customize how and when Lynn hands over conversations to your Tidio agents. This allows you to control the flow of customer interactions and ensure timely human support during your business hours.

Configuring Handover Actions with Tidio

1. Access Handover Rules:

   • Navigate to the Handover Rules section in the Lynn dashboard.

2. Select an Action Type:

   • Under the Action Type settings, you will now see an additional option for Connect with an Integration. Select this option to set up your Tidio handover.

   • In the dropdown menu under Connect with an Integration, select Tidio. This links the handover action directly to your Tidio integration.

3. Set Active Days:

   • Under Settings, specify the days of the week when your Tidio agents are available. Click on the days (Sun, Mon, Tue, etc.) to select or deselect them. This ensures that handovers only occur when your team is ready to assist.

4. Define Active Times:

   • Set the Active Time for each selected day. Use the dropdown menus to choose the start and end times in a 12-hour format. This controls the hours during which Lynn will transfer conversations to Tidio.

5. Select Timezone:

   • Choose the appropriate Timezone from the dropdown menu. This ensures that your handover schedule aligns with your local time and business hours.

6. Save Changes:

   • Once all settings are configured, click Save Changes to apply your handover rules.

Additional Features on Tidio Integration Features

Once your Tidio integration is set up, the customer experience becomes even more interactive and dynamic with these additional features:

• Live Agent Notification: When a Tidio agent joins the conversation, your widget will automatically display a message such as "Live agent has Joined" This lets the customer know that a human is now handling their query, adding a personal touch and transparency to the support process.

• Seamless Conversation End: When the live agent finishes assisting the customer, they can send a special END_CONVERSATION message. This command will smoothly end the live chat session and hand control back to Lynn. The chatbot can then continue assisting the customer with any additional queries or provide automated follow-ups, ensuring a seamless transition back to AI support.

TIP

You can set up a canned response from Tidio's end to make this a little easier.

Additional Setup Required in Tidio

To ensure that the Tidio integration works smoothly, there are a few steps you need to complete on the Tidio side:

1. Set Up Contact Properties:

   • Configure contact properties in Tidio to sync with the data captured by Lynn. This ensures that all relevant customer information is available to your agents when a conversation is handed over. For example, you might set up properties for the customer's name, email, and previous chat history.

2. Turn Off Pre-Chat Survey:

   • To provide a seamless handover experience from Lynn to Tidio, turning off the pre-chat survey in Tidio's appearance settings is important. This prevents any interruptions or additional steps for the customer when they are transferred from Lynn to a live agent.

Note

• The Tidio integration only works with Direct Handovers.

• The nested options under the Direct Handover cannot be combined under the same handover rule. You will need to create separate rules for each.