Enhances the customer experience by sending automatic messages in multiple languages throughout their journey. Let's explore its capabilities:
Assign idle bot conversations to a team
Redirect inactive customers after an hour. Choose a team for redirection.
When a conversation is assigned to a team
Inform customers about their team assignment and estimated reply time.
When a customer contacts you out of working hours
To set up a working-hours message on BusinessChat, you first need to Define office hours for your teams. Then, Set a message for inquiries outside working hours.
If the customer messaged you after being routed by the bot
Automatically inform customers that they are already assigned to an agent.
If the customer replied with the wrong entry
Guide customers who reply with wrong entries by asking them to reselect one of the chatbot menu buttons. If they miss the option two consecutive times, you can route those customers to a fallback team.
Ask for a conversation rating.
Collect feedback at the end of conversations to improve services. This message will be sent after 10 minutes when an agent closes the conversation.
Reconnect customers with the same agent
Customers will be connected to the same agent if they reply within a day of closing the conversation. This will make it easier for them to continue their previous conversation with the same agent who closed their ticket.
