If you have more than one number connected to your chatbot, what will the experience look like for your customers?
Providing a unified experience
BusinessChat platform provides a unified experience for your customers across numbers. So, for example, if the customer provided you with his preferred language on one number, we will not ask him about it when he communicates with you over the second number.
Each business has one main bot (shared between numbers) and within the bot, we have different flows. So, we can provide the customer with a different flow based on the number, but the bot will be shared.
If you need to have two completely different bots for each number, then, you need to have two accounts on BusinessChat platform.
A customer contacted you on Number A, he started filling a WhatsApp form, but he did not finish. Then he sent you a message on number B. What will the bot do?
The Bot will continue and ask the customer about the form as if he were coming from number A.
A customer contacted you on Number A, he is in an active conversation with a user. Then he sent you a message on number B. What will the bot do?
The Agent will continue the conversation with the agent.
When should you have multiple numbers connected to the same bot and when should you have them connected to different bots/businesses?
It starts from the customer goal, why the customer wants to contact you over several numbers:
- if you branded the numbers for different services, then the customer goal is connected with the respective service
- You are serving customers in different countries, so customers want to contact you on their country number.
- If each number is used for a different brand, then the customer expects to contact a different brand based on the number he used to send the message to.
We recommend having your numbers connected to the same business in cases 1 and 2.
We recommend that you create another business in case 3.