Alhena
  • Introduction
  • Getting Started
  • Architecture
  • Reference
    • Website SDK
      • Configure Proactive Nudges
    • Product FAQs
    • Website chatsdk events
    • Website chatsdk APIs
    • Chat SDK api and events examples
      • Open other external widget once human transfer is initiated
      • Show the Alhena AI widget only when someone scroll the page by 5 px
    • Website SDK - Custom data
      • Website SDK - Customer data with Agent
    • Website SDK - Internationalization
    • API Reference
      • API calls
    • Device Compatibility
  • Tutorials
    • AI Training
      • Training Steps
      • Training Data Sources
        • Websites
        • Youtube videos
        • Google Drive
        • Twitter Pages
        • Discord Messages
        • Confluence Pages
        • Upload Documents
        • Github
        • Zendesk Tickets
        • Freshdesk Tickets
        • Freshchat Tickets
        • Custom data sources
        • Shopify API
        • Woocommerce API
        • PDF Crawling
      • Training Frequently Asked Questions
    • Tuning Alhena AI Post Training
      • Best Practices for configuring the Alhena AI’s personality and guidelines
      • Adding Human Feedback for improving specific Questions
      • Adding to your knowledge base with FAQs
      • Frequently Asked Questions - Tuning Responses
    • QAing Al Conversations
      • Smart Flagging: Streamline Your AI Quality Assurance
    • Integrations
      • Alhena Website Chat SDK
        • Customizing Your Alhena Chat Widget
      • Integrating Alhena AI With Slack
      • Integrating Alhena AI With Discord
      • Integrating Alhena With Freshdesk
      • Integrating Alhena AI With Zendesk
      • Integrating Alhena AI With Email
      • Integrating Alhena AI With Shopify
      • Integration Alhena AI With Trustpilot
      • Integrating Alhena With Gorgias
    • Notifications
    • Alhena Dashboard
      • Managing Team
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On this page
  • Human Transfer
  • File Uploads
  • Integration With Helpdesks
  • Quizes
  • Product Carousel
  • Closing Conversations
  1. Tutorials
  2. Integrations

Alhena Website Chat SDK

Alhena provides a chat SDK for embedding a chat widget into your site, where users can ask questions to your AI Agent and talk to human agents when required.

PreviousIntegrationsNextCustomizing Your Alhena Chat Widget

Last updated 13 days ago

Human Transfer

When users interact with your website chat widget, Alhena will first try to answer any questions from your knowledge base, or take any actions based on your configured agents. Alhena will stop responding to users and transfer the query to a human for a few different scenarios:

  • The user asks for a human agent, i.e. they type "I want to talk to a person" or something similar.

  • The AI Agent wasn't able to find an answer in its knowledge base.

  • A custom rule you've added in the for your AI Agent was triggered.

If the customer asks a question and then is inactive for more than 30 seconds, the chat widget will show a buttons near the bottom of the messages, allowing the customer to explicitly request transfer to a human agent.

The chat widget will prompt users to provide their email address on human escalation.

File Uploads

Users can upload files from the chat widget, including images, PDFs, and other documents. The bot is able to process images, such as screenshots of order information, and generate an appropriate reply as if the user manually entered the text.

These files will also appear in external help desk or Alhena Helpdesk for human agents to see, where the agents can also send images and other files back to the user.

Integration With Helpdesks

Alhena chat widget integrates with a number of helpdesks where agents can reply upon human transfer, including Zendesk, Freshdesk, Freshchat, Salesforce, Gladly, Hunbspot, Gorgias, Kustomer, ZohoDesk, SalesIQ as well as our own Alhena Internal Helpdesk.

Quizes

Alhena can not only act as a customer support agent, but help you sell products by gathering customer preferences and suggesting them products. Reach out to Alhena team to enable this feature for your AI Agent.

Product Carousel

If you have an e-commerce site then Alhena can render information about your products in a carousel style with cards for each of the displayed products. Rather than simply displaying a link and image in the regular format, Alhena can the product information in a similar way to how it would look if shared on messaging apps like iMessage and Facebook messenger, for example.

This is supported for Shopify, Woocommerce, and custom e-commerce platforms. Please reach out to the Alhena team and we can configure this feature.

Closing Conversations

When a ticket is closed from any integrated help desk, the user will prompted to leave a rating on the ticket. This CSAT information can be synced into your help desk.

After 30 minutes of inactivity, website chat tickets will automatically be closed.

When a ticket is closed, users will no longer be able to reply to the ticket, and be shown a prompt to start a new ticket if they'd like, where the bot will start replying to their questions again.

answering guidelines