Enhances the customer experience by sending automatic messages in multiple languages throughout their journey. Let's explore its capabilities:
Set up the Operator
The Chatbot Operator is the rulebook that governs how the chatbot handles exceptions and non-standard scenarios. It ensures a smooth customer experience even when interactions fall outside the predefined button paths. It also outlines the rules for when a conversation is handed over from the chatbot to the team.
The Operator includes several key automated rules, to set them up, follow these steps:
Click on Operater from under the Chatbot section
Idle Customer: If a customer stops responding to the bot for one hour, this rule automatically routes the conversation to a human team for follow-up. This is why you might see conversations get assigned to users and appear in their inbox view long after the customer’s last interaction. Please note that although the rule states the chatbot waits an hour to assign idle conversations, it might actually take a bit longer. Then click "Save"
When routed to a team: if activated, you can write a message to let the customer know that they have been transferred to a human agent and someone will be assisting them soon. Then click "Save"
When a customer reach out outside working hours: If a customer requests to speak to a team outside of their configured working hours, this rule from the Operator sends an automated message informing them of the team's availability. This relies on the working hours being correctly set in the team's settings. How to edit the outside of working hours message that gets sent to customer when sending a message outside of the team's configured working hours? To change the message that gets sent automatically to customers when they send a message outside of your team's configured working hours, follow these steps:
Click the Chatbot icon from the main BusinessChat page
Click on the Operator
Navigate to this rule: "When a customer contacts you out of working hours"
Edit the message and click "Save"
If a customer messaged a user after being routed by the bot: If a conversation is escalated to a team but an agent has not replied yet, this message can be configured to reassure the customer that they are in the queue and will be attended to shortly. This message will trigger each time the customer types something, while the agent is yet to reply. Then click "Save".
IMPORTANT NOTE: The rule of If a customer messaged a user after being routed by the bot, will trigger even when the customer reaches out outside of working hours. Meaning that if a customer reached asked to talk to customer service outside of working hours, first the Working hours rule will trigger informing the customer that they've contacted you outside of your working hours. Then if the customer types someting again, the agent busy rule will be triggered informing them that they've been transfered to the team.
Incorrect Input: When a customer types a message that the bot doesn't recognize (instead of clicking a button), this rule triggers a message that gently guides them back to using the menu options. You can activate transferring the conversation to a teammate if the customer continues typing multiple times, which indicates they’re unable to handle the chatbot. Then click "Save".
Conversation Rating:This rule automatically sends a satisfaction survey to the customer 10 minutes after the conversation closes, providing valuable feedback on agent performance. While the emojis are fixed in the rating message, you can edit the rating message itself. Note that the rating request will be sent only after the conversation is closed by the agent. However, if the agent closes the conversation after the 24 Hour Meta window, the rating message will not be delivered. Then click "Save".
Visual Scoring: the emoji scoring system: 😞 (0% - Unsatisfied), 😐 (50% - Neutral), 🤩 (100% - Satisfied)
Bulk Close Exclusion: The survey is not sent if the conversation was closed using the "Bulk Close" feature.
Reconnect with Same Agent (Sticky Agent): When enabled, this feature routes a customer who replies within 24 hours of their last conversation directly back to the same agent who previously assisted them, bypassing the chatbot entirely for a more continuous experience.
Note that if the agent is not active at the time of the second assignment, the conversation will remain assigned to them, it will not be assigned to another active agent. Then click "Save".
