The Chatbot Operator is a powerful feature that enhances the customer experience by sending automatic messages in multiple languages throughout their journey. Let's explore its capabilities:
Settings
1. Languages
You can add or remove languages and customize your chatbot welcome message.
2. Bot name
Add a name to your chatbot (1) and click Save (2).
Inside Operator, these messages can be triggered:
When routing to a team or a user
1. If the customer is idle
Automatically redirect customers who don't interact with the chatbot or send a message for an hour. Choose a team to redirect them for prompt assistance. To enable this feature:
- Turn it on.
- Select the team for redirection.
2. When the customer is routed to a team.
When a conversation is routed to a team, inform customers about their assignment and provide an estimated reply time. To enable this feature:
- Turn it on.
- Customize the message for customers.
- Add translations in other supported languages.
3. When a customer contacts you out of working hours.
Set an auto-reply message for customer inquiries outside working hours. Let them know when you'll be available to assist them. To enable this feature:
- Turn it on.
- Customize the message for customers.
- Add translations in other supported languages.
4. If the customer messaged a user after being routed by the bot.
After messaging the bot, you can automatically let customers know when assigned to an agent. To enable this feature:
- Turn it on.
- Customize the message for customers.
- Translate the message into other supported languages.
When routing to a team or a user
1. If the customer replies with the wrong entry.
Guide customers who reply with incorrect entries that don't match the chatbot's options. This feature is mandatory and cannot be turned off. To configure the message:
- Customize the message for customers.
- Add translations in other supported languages.
When a conversation is closed
1. Inform customers about closing the conversation.
Notify customers when an agent ends the conversation. To enable this feature:
- Turn it on.
- Select an approved template.
- Add translations in other supported languages.
- Choose whether to share the message outside the 24-hour WhatsApp window.
2. Ask for a conversation rating.
Ask customers for feedback at the end of conversations to improve your services. To set it up:
- Select an approved template for the main rating message.
- Choose whether to share the message outside the 24-hour WhatsApp window.
- Optionally, ask for additional feedback from customers.
- Customize the message to thank customers for their feedback.
⚡ Attention
If a template is no longer valid, a warning will appear. You'll need to select a valid template to resolve the issue.