An Overview of the SUVA Chat Window
This article details the structure and elements of the SUVA chat window. The appearance of the chat window is configured from Theme Editor.
NOTE.
Apart from the customization offered in Theme Editor, you can contact the SUVA team to request additional customizations.
The key elements of the Chat Window are:
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User Input. User queries are entered in this section.
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Send. Pressing this button posts the user query.
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Clear Chat. Clicking on it clears the chat history.
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Minimize. Clicking on it minimizes the chat window.
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Close. Clicking on it closes the chat window.
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Language Selector. Clicking on it opens a list of available languages and you can select the language(s) of your choice.
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Auto-Populate Case Details. As a chatter, if a user proceeds to creating a case (case creation is enabled via Salesforce), a form including the Subject and the Description field shows up. Based on the conversation, both the subject and the description fields will be auto-populated. You just need to verify the details, update if required, and Submit the case.
NOTE. This feature only works when LLM integration is activated and the LLM is assigned to the respective virtual agent.
An illustration of the screen is as below:
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User Feedback. A mechanism to analyze the perceived usefulness of chatbot responses and conversations.
When a user ends a session by closing chat window, an emoticon-based feedback mechanism pops up to capture the overall experience of a user.
For traditional and LLM-powered chatbots, a thumbs-up and thumbs down feedback pops up along with the chatbot responses (as shown in the image below). In LLM-powered chatbots, this feedback option is available for each bot response. For traditional bots, it appears at the end of a story.
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Rich Snippet Responses. Rich Snippet responses–text, image, video, or URL responses–are enabled from search clients and are visible only if they are active. Given below are some examples of how rich snippet responses appear in the SUVA chat window.
A) Text and Related Results
B) Image Responses
C) Video Response
D) Text (With Steps) Response
