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Calculus AI in Live Chats
Feature Availability
Vtiger Editions: One Growth | One Professional | One Enterprise | One AI
Introduction
Live chat allows support agents to communicate with customers instantly, providing real-time answers to queries and resolving issues efficiently. To use this feature, both the Live Chat add-on and the Calculus AI add-on must be installed in your CRM. Calculus AI in Live Chats enhances the experience by helping agents respond faster and more effectively. Instead of typing long or repetitive messages, agents can use AI-generated replies, rephrase responses, or shorten them to ensure clear and concise communication. This makes conversations more efficient, professional, and customer-friendly.
To learn more about Live chats in Vtiger CRM, Click here.
Use Case
When a customer visits the company website and starts a live chat, for example, typing Hi, I placed an order yesterday, but I have not received the confirmation email. Can you check? The chat instantly appears in the Live Chats window inside Vtiger CRM. An available support agent accepts the chat and clicks the Calculus AI icon to generate a suitable first reply. The AI suggests: Thank you for reaching out. Let me quickly check the status of your order for you. The agent then personalizes it to: Hi John, thank you for reaching out. Let me quickly check the status of your order for you. If the reply feels too long, they use the Shorten it option, which condenses it to: Hi John, thanks for reaching out. I’ll check your order status right away.
As the conversation continues, Calculus AI helps refine and customize responses. For instance, when the agent drafts: The confirmation email is delayed because of a small technical glitch, but your order is safe and confirmed, they use Rephrase to make it sound more professional: Your order has been successfully placed. The confirmation email is slightly delayed due to a technical issue, but everything is secure. If the agent wants the response to be more empathetic, they use the Prompt option and enter Make this message more empathetic. The AI then revises the response to: I completely understand your concern. Rest assured, your order is confirmed, and the email will reach you shortly despite a minor technical delay.
Benefits of Calculus AI in Live Chats
The benefits of using Calculus AI in Live Chats are:
- Save Time – AI generates instant replies for routine queries.
- Increase Customer Satisfaction – Faster responses improve the customer experience.
- Reduce Errors – AI pulls accurate information from CRM and knowledge base.
- Maintain Consistency – Replies follow a uniform company tone and style.
- Optimize Clarity – Rephrase and shorten features make messages clear and concise.
In this article, you will learn about:
- Using Calculus AI in Live Chats
Using Calculus AI in Live Chats
Follow these steps to use Calculus AI in Live Chats:
- Log in to the CRM.
- Click the main Menu.
- Click Help Center.
- Click Live Chats. The Live Chats window opens.
- Select I’m Available to start receiving chats.
- Click the required chat from the list.
- Click the Calculus AI icon next to the customer chat.
- Enter or select the following information:
- Insert response - Click to add an AI-generated reply.
- Shorten it - Use this option to condense long messages.
- Copy - Click to copy the AI-generated reply.
- Prompt - Modify the AI-generated message by entering a custom prompt (for example, ask the AI to make the reply more formal, empathetic, or detailed).
- Enter the appropriate response in the Reply tab.
- Enter or select the following information in the Reply tab:
- Rephrase - Click to refine the wording for better readability.
- Click Send.
Best Practices
- Always review AI-generated responses before sending to ensure accuracy and relevance.
- Use the Shorten it feature for concise communication when appropriate.
- Rephrase messages to maintain a professional and friendly tone.
- Combine AI-generated replies with personalized touches to keep interactions human.