How to Create Support Like monobank?

Chatbots have transformed the modern world, helping to automate and improve customer interactions. One of the most popular features our clients request is Livechat for prompt communication with visitors.

Feature Overview

1. Inquiry on a specific issue with immediate transfer of important details. When a client is on a particular payment page, they can immediately write to support. The manager instantly sees what issue needs to be resolved and does not have to spend time searching for data by complex id, time, or amount.

This approach can also be implemented on the website: depending on which page your client is on, you can immediately pass this information to the manager. And if you make the integration even better, you can save the sequence of pages the user has visited. This gives you the best understanding of user actions.

2. Template responses. Most customer questions are typical and repetitive. There is no need to write the same thing every time if you can select a ready-made answer from a list. This significantly reduces the average issue resolution time, which is extremely important for the service. monobank also actively uses template responses, but does so in a friendly and relaxed manner.

3. Personalization. At the first contact, it is always worth asking: "How should we address you?" The manager records this in the appropriate field in the admin panel, and other operators do not duplicate this question in the future. Some messengers allow you to immediately get the name the client specified in their profile, so this information can also be used to improve service.

4. Chatbot personalization (only Viber and Facebook Messenger). When the manager has not yet joined, the client sees a standard image or company logo. As soon as an operator appears, their photo is displayed in the chat. This increases the level of trust—you show that a real person is communicating.

5. System speed. Messages must be delivered instantly, without delays for comfortable interaction. The best way to achieve this is to use WebSocket—a protocol that enables real-time message transmission between the server and the client's browser (or chatbot).

6. Customer inquiry history. For many companies, especially in B2B, it is very important to have a complete history of inquiries. This allows you to better understand the context and quickly assist in resolving issues.

7. Automation. If an operator constantly manually sends typical greetings or closes inactive chats, it is a waste of time. All this should be automated so that operators can focus on complex inquiries.

1. Automatic chat closure after X minutes of inactivity;
2. Automatic notification that the manager is "Already on the way to you" when a new inquiry is received;
3. Automatic greeting with clarification: "What happened to you?" when the operator joins.

8. Feedback. After the conversation is completed, the chatbot can clarify whether