What to do when the user requires a contact with a consultant?
BY Maciej Ciołek
2 months ago
If you already have a chatbot, one of your goals is certainly to effectively support your customers 24/7. Unfortunately, sometimes the needs of our clients are so specific that in the process a real agent, consultant or a moderator is required to follow up and solve the problem for your clients. And here comes the automated process of passing the issue from a bot to a consultant (we also call it a handover).
What is a handover?
Handover is a process within which the user can choose to contact a person. When you decide to run this process, you must be sure that you are able to provide your customers with effective service. In other words, since you are already giving your client the opportunity to contact you directly, he expects someone to finish up in time :) and reply to his message.
How does the handover process works?
The correct process is the one where the client consciously starts a conversation with a consultant while using chatbot. Where at the end of the process the client can get back to the chatbot.
We recommend that the process look like this:
The customer consciously chooses to contact a consultant or chatbot offers to him/her such a possibility, for example: in the event of a failure to answer the question.
Chatbot asks the client if he really wants to start a conversation with a consultant. This is a very important moment because it avoids customers who "accidentally" start the process;)
The customer confirms the need for contact, then chatbot is being automatically suspended and asks the client to describe his case
The consultant receives a notification that there is a client who expects a response.
The consultant uses the panel to open the message and start conversation with the client (more on this in the next paragraph).
The consultant must at the end of the conversation mark the conversation as completed so the chatbot will be resuspended.
The most common mistakes:
The most common mistakes made by chatbot developers in this process are:
There is no moment when the customer consciously decides to contact a consultant.
Chatbot is not suspended as a result of which he enters into a conversation between the client and the consultant.
The consultant does not mark the conversation as completed and as a result:
nthere is no clear distinction between the chatbot process and the direct communication with consultant
the client cannot use the chatbot again
tthe client will not be able to participate in another activation on the chatbot
there are a lot of uncompleted conversations in the panel for handling calls on the consultants' side
Chatbotize and its approach to Handover
As part of the Chatbotize platform, there is a "Handover" plug-in that supports the process using the Facebook Inbox service. What is Facebook Inbox? It is a usual message box always available for every Fan page. The "Handover" plugin allows you to handle the entire process of transferring the client’s issue to the consultant in accordance with the best practices, and its configuration will take you literally 3 minutes :)
How do you configure the Handover plugin?
Start by configuring the Handover plugin
Go to the plugin configuration screen and select it from the plug-in panel on the left
Do the following in the first section of the plugin: "1. Provide basic configuration":
enable the plugin by moving "Handover enabled" to the right, it will turn green
provide content for the question and buttons that the chatbot will ask to make sure the user wants to talk to the consultant
enter the content of the message, which will encourage the customer to describe the matter
In the second section do the following: “2. If you don't want to miss messages”: provide us an email address to which we will notify you in case a client is awaiting for your response
The example configuration looks as follows, do not forget to save the changes :)
Log in to Facebook now and go to the settings of your Fan page
Select in the left menu the option: "Platform Messenger", find the section "Subscribed applications" and configure it as follows:
Select the Chatbotize application as a "Primary Receiver"
For Facebook Inbox and others, select "Secondary Receiver"
That's it! Below we present a video showing the configuration process and a short demo as well.
How to use Facebook Inbox?
As you probably know, Facebook Inbox is divided into folders: Main, Unread, Follow up, Finished and Spam.
Enabling handover significantly simplifies the process of answering customer questions from the chatbot level - why? Well, all conversations handeled by chatbot are in the folder "Finished", while in the "Main" folder you can find conversations only directed by a consultant.
Last but not least, the most important step is that the consultant always after finishing the conversation must mark the conversation as finished (green button) in the conversation window. After marking the conversation as finished, the conversation will be automatically moved to the "Finished" folder, and your client will be able to talk to access the chatbot again.
Checkout the video which demonstrates the process: