Setup Resource Based Support Assistant - Answer Bot

Setup Resource Based Support Assistant - Answer Bot

What is Answer Bot?

The Answer Bot is a smart support assistant that converses with a website visitor based on the resources available on your portal.
Whenever a brand is created inside SalesIQ, an Answer bot for the corresponding brand will be created automatically. But, the answer bot will not be activated unless configured.



Note: Currently, answer bot support only English

Answer Bot Configuration

To activate the Answer bot for your brand, you need to configure four different sections:
  • Profile
  • Resources
  • Response
  • Behavior 

How to set up the Answer Bot?

Bot Profile

To set up an Answer Bot, 
  1. Navigate to Settings > Bots > Answer Bot. Choose the brand which you have to enable the bot.
  2. Give your Answer bot a name and description.
  3. Choose the Chat departments for the bot. The bot will be able to use the resources such as articles, FAQs, etc., associated with the department. 

Resources

Resources are the "Brain of the Answer bot." These resources (FAQs, Article,s and Small Talk) will be used to train your Answer Bot. The bot will use these resources to answer visitor queries. 
You need to have a considerable amount of resources(FAQs, Articles) to improve bot response efficiency and accuracy. We recommend having a minimum of 50 resources in each category. The more the resources, the more powerful your bot will be.
A strong resource base for the Answer bot will reduce your operators' workload and increase the bot's resolution rate.
  1. Inside the Small talk tile, choose the Small talk package you want your bot to use. 


Note: The bot will use the default package if you do not select a custom package. Learn how to manage Small Talk packages.

Response

In this step, you can configure the bot response text and follow-up actions for the following conditions. 
  1. Answer found
  2. Answer not found 
  3. Related resource suggestion (Optional)
Answer found:
If the bot knows the answer to a visitor query, it picks the right article or FAQ and displays it. In this section, you can configure the widget text and the follow-up actions. 
  1. Enter the required message inside the input field under the Widget text option. To set the Answer found response message. 
  2. Drag the slider to the desired count under the Maximum article count option to show the multiple articles in the bot's response.
  3. Now, choose the follow-up actions to be shown after the answer found message is sent.

  4. To customize the display and response text of the follow-up actions, click on the edit icon next to the Follow-up actions header. A pop-up will appear where you can edit the messages for each follow-up action. 


Answer not found:
If the bot does not know the answer to a visitor query and does not find any matching articles or FAQs, it is a no match. In this section, you can configure the widget text and the follow-up actions.
  1. Enter the required message the message to be displayed when the bot could not find a resource related to the visitor's question.
  2. Now, choose the follow-up actions to be shown after the message is sent.


Related resource suggestion
When the bot could not find a resource to answer the visitor directly, It will recommend closely matching resources as alternatives (if available) to the visitor.
  1. Click on the toggle switch next to the Related resource suggestion header to enable the related resource suggestion. 
  2. Enter the required message inside the input field under the Widget text option. 
  3. Under the maximum suggestion count option, to show multiple articles in the suggestions, drag the slider to the desired maximum count.

Behavior

Inside this section, you can configure the different behavioral aspects of your Answer Bot.

Availability

In this section, you can configure the following conditions for the bot to help users. 
  1. During business hours: 
    1. Do not attend any chats - The bot will not pick any incoming conversations during business hours.
    2. Attend all incoming chats - The bot will pick up all incoming hats during business hours. 
    3. Attend chats only when operators are not available - If the operators are unavailable, the chats will be picked by the bot. 
  2. During non-business hours:
    1. Do not attend any chats - The bot will not pick any incoming conversations during business hours.
    2. Attend all incoming chats - The bot will pick all incoming chats during business hours. 
    3. Attend chats only when operators are not available - If the operators are unavailable, the chats will be picked by the bot. 


Audience criteria:
You can specify the criteria for the audience with whom you want the bot to assist. 
  1. By default, the audience criteria rule is set to Visitor type is All
  2. To customize the rule, click on Manage rules, and now you can choose your desired conditions and click Save. 


Proactive interaction:
If you want the bot to initiate a conversation with your visitors, enable the toggle switch in the Proactive interactions section.
 
  1. Now, you can set the trigger under the following conditions:
    1. When the visitor lands on your site and spends more than the mentioned time. 
    2. When the visitor clicks on the chat widget.
    3. When the visitor performs a custom action.

  2. Configure the greeting message you want the bot to send out to your visitor when the condition set is satisfied. 
Idle chat handling:
You can set various actions to be performed when the chat is inactive. To enable the Idle chat handling, click on the toggle switch in the Idle chat handling section.
  1. Reminder - Based on the inactivity time set in this section, the bot can send out reminders to the visitor that the conversation is still ongoing. You can customize the reminder message and add another message to send multiple reminders at different times. 
  2. Conversation timeout - After sufficient reminders, you can end the conversations after the desired time with the chat closing message.


Bot response interval:
You can add a delay to your bots response time to make the conversation more natural and human like. 
  • Drag the slider to desired value to set the bot's response delay.


Operator handoff:
Enabling handoff lets your visitors connect to an operator in the middle of their conversation with the bot. This will allow the bot to transfer chats to an operator. There are two types of handoff actions that the bot can perform. 
  1. Static handoff link - If this option is enabled, an option to connect with an operator will be available throughout the bot conversation. You can customize the text and options shown in the static link. 
  2. Conversational handoff - This option will transfer the chat to a human operator when the visitor requests via chat. You can configure the response message once the bot initiates the transfer. 

Fallback

Handoff failure
You can configure other follow-up actions when the bot can't transfer the chat to an operator. 
  1. Operator busy: The response message and selected follow-up actions will be shown when all the operators are busy when forwarding. 
  2. Operators unavailable: The response message and selected follow-up actions will be shown when all the operators are offline when forwarding. 


System failure

When a system failure arises, you can show different follow-up actions and the indication message to let the visitor know there is a system failure. 


Preview your bot

Once you have set up the bot, you can test your bot in the preview window on the right-hand side. 


Deploy bot

After completing all the steps and testing your bot in the preview window, you can Deploy button on the top right corner to deploy the answer bot to help visitors in your brand. 



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