Lethal Addons is a 3rd Party addon provider for Smartbots. It has been part of SL since 2013 by the brand Lethal Productions. We make tools to make your experience as a brand owner smooth and your customers experience level left at Satisfactory.
Discord Chat Connect
Lethal Addons has tools like Discord Chat Connect which links your SL Group chat to a Discord Channel of your choice.
Live Support Ticket
We have tools like Live Chat Support which not only makes it easy for you to setup Support for you but also for a team. Live Chat Support is also a great tool to give fast response to your customers queries.
This addon is a complete and professional customer service tool to use with your Smartbot. It’s super featured and very clever in many ways.
Customers contact your Support Bot (must be a personal SmartBot) via IM. This creates a ticket, in-world but also on Discord or Telegram. And this is where the beauty of this addon really comes into play.
Discord has fast become the go-to group and messaging tool for SLers and using either Discord or Telegram with this tool gives you the most amount of features, although you can use the add-on simply in-world.
Tickets are picked up by an agent (one of your CSRs or you) and a dialog is opened between the agent and the customer. This dialog can be left open until it is closed by the agent - meaning you don’t lose track of open support inquiries. This is particularly effective when using Discord or Telegram.
There are a number of Discord and Telegram commands that are very useful during the support process including adding other agents to a ticket, closing the ticket and also creating new tickets on behalf of a customer.
The dialog between agent and customer is always through the bot so there is no IMing directly between agent and customer - this is a very useful way to keep things professional and keep IMs to a minimum while you’re working. It also means messages don’t get lost with capping and simple inquiries can be answered without the agent even being in-world. The customer is however informed of the name of the agent assisting them when the ticket is collected - giving the customer a personal touch and the knowledge that they are being helped by a real person and not a bot.
A super useful feature of the add-on is the ability to decode notecards from the customer. When a ticket is opened the customer can drop a notecard onto the bot and the contents of the notecard will be sent to Discord/Telegram. And - get this - you can even create a notecard to send back to the customer via Discord!
When a customer is offline your messages will go to email for them if they have the feature enabled within their Second Life Account and messages returned by the customer via email will also come through to your Discord/Telegram!
Tickets are recorded on the web-interface for the owner of the add-on so you can see detailed stats of who answers tickets within your team but also a useful log of the enquiries themselves so you can provide support to your staff or be reminded of how a customer was assisted.
Web Features
Add CSR/Manager to Support System.
Check ticket stats.
Read past tickets.
Close/Open a ticket.
Delete Ticket from history.
View All Tickets by Agent. More Info
Discord Connect
Synchronize Discord Channel with SL Group.
Summary
This is what you’ve been waiting for! This add-on connects a Discord Channel to your in-world group for two-way dialog! It enables you and your customers to stay connected whether you/they are in-world or not.
The add-on is very reliable and will relay messages between Discord and your SL Groups as long as your bot is online! Choose one Group or multiple groups - one Discord channel or multiple channels - whatever works best for you and your groups.
A useful feature is the ability to have your SL name show instead of your Discord name. The owner of the add-on may force this or allow the members to choose. You can also choose whether to allow active @everyone or @here commands in Discord from the group chat.
Using this add-on means that group members who don’t use Discord don’t miss out on conversation happening there and those who are not in-world also can also stay connected with the group via their phone.
It’s also a useful way to manage your group from your phone or when you’re not in-world.
