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This is a bot add-on module:
The Support Bot Module turns your Personal Bot (can be either standard or model) into a 24/7 support machine. Your customers send inquiries directly to the bot (using IM). The Bot then accepts these messages and notifies your human support about a new message.
The bot stands in your office and customers are able to IM the bot:
You won't loose a single message: bot is online 24/7. All IMs are being stored in a database, and you can access them using a web browser.
The following steps describe the work of the Support Bot. You can try it live at SmartBots office (we use this bot ourselves).
You should position your Support Bot in office and show that bot accepts support inquiries (a poster is available).
You have someone who takes care of customer inquiries (you or your support managers). Bot sends the notification to all your managers, asking them to contact that customer.
This message sent to your support staff:
When one of your support staff comes online, he replies to the bot with a special text ("CONFIRM-CONVO #" where # is the number for the current message) and bot assigns that contact to the manager.
All support messages are being stored, you can view them at any time using your browser:
You can turn your personal bot into an Alive Support Bot:
This page explains the process in details.
You can also change the default message that is sent to residents after they submit a ticket. To do this from the SuppotBot Module page click settings and then enter the new reply: