SmartBots (SmartBots2Life)

Second Life group direct invitation bots

Contents

Support Managers

Chunkygravy online
English
Cybergothdragon online
English, German
Lance Swain online
English
Rehnaeaislinn online
English
show offline managers
English, Japanese, Russian

Alive Support Bot

This is a bot add-on module:

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

About this 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.

Overview

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 SmartBots office (we use this bot ourselves).

Step 1. Accept customer's message

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

  1. Customer starts by sending 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"
    SupportBot1.png

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 message sent to your support staff:

SupportBot2.png

Step 3. Picking up the message

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.

SupportBot3.png

Step 4. Checking the history of support messages

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

Alive-bot-web-interface.png


Purchasing Support Bot

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

  1. Purchase the Alive Support Bot module
  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 SuppotBot Module page click settings and then enter the new reply:

SupportBot4.png

Questions, wishes and discussion