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Alive Support Bot

This is a bot add-on:

1. Get this addon:
2. Configure in left menu:
3. Get more help:

The Support Bot Add-On 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:

  • bot accepts customers' messages and stores them in the database
  • a notification is sent to your human support staff
  • human support (or you) pick up the message(s) and reply
  • can be disabled when actively using Live IMs

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.

Support Bot activity step by step

The following steps describe the work of the Support Bot. You can try it live at the SmartBots office (we use this bot ourselves).

Step 1. Accept customer's message

You should position your Support Bot in your business and show that bot accepts support inquiries (a poster is available).

  1. Customer starts by sending an IM to the bot.
  2. Bot sees that someone is typing a message and replies immediately: "Dear Chevonn Edelmann, welcome to SmartBots! I'm support bot. Please send your inquiry to me, I shall forward it to our online managers."
  3. Customer sends the first line of the message (for example, "Hi")
  4. Bot replies: "...please keep typing your message. Say "done" when you finish typing your question/inquiry."
  5. Bot records the message until customer say "done"

Step 2. Delivering message to all your human support

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 is the message sent to your support staff:


Step 3. Picking up the message

When one of your support staff comes online, they reply 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.


Step 4. Checking the history of support messages

All support messages are stored, you can view them at any time using your browser:


Purchasing Support Bot

You can turn your personal bot into an Alive Support Bot:

  1. Purchase the Alive Support Bot add-on
  2. Assign it to your bot

This page explains the process in details.

Changing the reply message

You can also change the default message that is sent to residents after they submit a ticket. To do this from the Support Bot Add-Ons page click settings and then enter the new reply:


Questions, wishes and discussion