Support Bot (Alive Module) - Revision history

GlaznahGassner: Redirected page to Alive Support Bot

2014-09-21T23:01:39Z

← Older revision		Revision as of 23:01, 21 September 2014
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-	The Support Bot Module turns your [[Personal_Bots\|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.	+	#REDIRECT [[Alive Support Bot]]
-		+
-	~~== 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	+
-		+
-	~~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 [http://slurl.com/secondlife/DuoLife/197/99/32/ 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).~~	+
-		+
-	# ~~Customer starts by sending IM to the bot.~~	+
-	# 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."''	+
-	~~# Customer sends the first line of the message (for example, "Hi")~~	+
-	~~# Bot replies: ''"...please keep typing your message. Say "done" when you finish typing your question/inquiry."''~~	+
-	~~# Bot records the message until customer say "done"~~ [[~~Image:SupportBot1.png\|link=\|center\|border\|550px]]~~	+
-		+
-	~~=== 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:~~	+
-		+
-	~~[[Image:SupportBot2.png\|link=\|center\|border\|550px]]~~	+
-		+
-	~~=== 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.~~	+
-		+
-	~~[[Image:SupportBot3.png\|link=\|center\|border\|550px]]~~	+
-		+
-	~~=== Step 4. Checking the history of support messages ===~~	+
-		+
-	~~All support messages are being stored, you can view them at any time using your browser:~~	+
-		+
-	~~[[Image:~~Alive~~-bot-web-interface.png\|link=\|center\|border]]~~	+
-		+
-		+
-	~~== Purchasing~~ Support Bot ==	+
-		+
-	~~You can turn your [[Personal_Bots\|personal bot]] into an Alive Support Bot:~~	+
-		+
-	~~# Purchase the Alive Support Bot module~~	+
-	~~# Assign it to your bot~~	+
-		+
-	~~[[Alive Bot Modules\|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:~~	+
-		+
-	~~[[Image:SupportBot4.png\|link=\|center\|border\|550px]]~~	+
-		+
-	~~[[Category:Personal bots]]~~	+
-	~~[[Category:Bot modules~~]]	+
-	~~__NOTOC__~~	+

Chevonn Edelmann at 22:44, 17 September 2014

2014-09-17T22:44:55Z

← Older revision		Revision as of 22:44, 17 September 2014
Line 54:		Line 54:

	[[Alive Bot Modules\|This page]] explains the process in details.		[[Alive Bot Modules\|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:
		+
		+	[[Image:SupportBot4.png\|link=\|center\|border\|550px]]
		+
	[[Category:Personal bots]]		[[Category:Personal bots]]
	[[Category:Bot modules]]		[[Category:Bot modules]]
	__NOTOC__		__NOTOC__

Chevonn Edelmann at 15:37, 30 August 2014

2014-08-30T15:37:11Z

← Older revision		Revision as of 15:37, 30 August 2014
Line 55:		Line 55:
	[[Alive Bot Modules\|This page]] explains the process in details.		[[Alive Bot Modules\|This page]] explains the process in details.
	[[Category:Personal bots]]		[[Category:Personal bots]]
		+	[[Category:Bot modules]]
	__NOTOC__		__NOTOC__

Chevonn Edelmann at 20:46, 12 December 2012

2012-12-12T20:46:22Z

← Older revision		Revision as of 20:46, 12 December 2012
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-	The Support Bot Module turns your [[Personal_Bots\|Personal Bot]] 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 Support Bot Module turns your [[Personal_Bots\|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 ==		== Overview ==

Chevonn Edelmann at 20:27, 12 December 2012

2012-12-12T20:27:55Z

← Older revision		Revision as of 20:27, 12 December 2012
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-	The Support Bot Module turns your ~~bot~~ into 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 Support Bot Module turns your [[Personal_Bots\|Personal Bot]] 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 ==		== Overview ==
Line 48:		Line 48:
	== Purchasing Support Bot ==		== Purchasing Support Bot ==

-	You can turn your personal bot into an Alive Support Bot:	+	You can turn your [[Personal_Bots\|personal bot]] into an Alive Support Bot:

	# Purchase the Alive Support Bot module		# Purchase the Alive Support Bot module

Chevonn Edelmann at 20:24, 12 December 2012

2012-12-12T20:24:28Z

← Older revision		Revision as of 20:24, 12 December 2012
Line 48:		Line 48:
	== Purchasing Support Bot ==		== Purchasing Support Bot ==

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

	# Purchase the Alive Support Bot module		# Purchase the Alive Support Bot module

Chevonn Edelmann at 14:22, 12 December 2012

2012-12-12T14:22:31Z

Chevonn Edelmann at 13:55, 12 December 2012

2012-12-12T13:55:39Z

← Older revision		Revision as of 13:55, 12 December 2012
Line 35:		Line 35:
	=== Step 3. Picking up the message ===		=== Step 3. Picking up the message ===

-	When someone of your support staff comes online, he replies to the bot with special text ("CONFIRM-CONVO 36") and bot assigns that contact to the manager.	+	When someone of your support staff comes online, he replies to the bot with special text ("CONFIRM-CONVO #" where # is the number for the current message) and bot assigns that contact to the manager.

	[[Image:SupportBot3.png\|link=\|center\|border\|550px]]		[[Image:SupportBot3.png\|link=\|center\|border\|550px]]

Chevonn Edelmann at 19:48, 11 December 2012

2012-12-11T19:48:47Z

← Older revision		Revision as of 19:48, 11 December 2012
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	# Customer sends the first line of the message (for example, "Hello")		# Customer sends the first line of the message (for example, "Hello")
	# Bot replies: ''"...please keep typing your message. Say "done" when you finish typing your question/inquiry."''		# Bot replies: ''"...please keep typing your message. Say "done" when you finish typing your question/inquiry."''
-	# Bot records the message until customer say "done"	+	# Bot records the message until customer say "done" [[Image:SupportBot1.png\|link=\|center\|border\|550px]]

	=== Step 2. Delivering message to all your human support ===		=== Step 2. Delivering message to all your human support ===
Line 31:		Line 31:
	This is a message sent to your support staff:		This is a message sent to your support staff:

-	~~<pre style="font-style~~: ~~italic">~~	+	[[Image:SupportBot2.png\|link=\|center\|border\|550px]]
-	~~Customer submitted support issue/question at 2012-12-11 08:45:~~	+
-	~~Hello~~	+
-	~~I really need a help, please respond!~~	+
-		+
-		+
-	=~~=======~~	+
-	~~Please:~~	+
-	~~(1) confirm this message by replying: CONFIRM-CONVO 36~~	+
-	~~(2) contact customer in-world~~	+
-	~~</pre>~~	+

	=== Step 3. Picking up the message ===		=== Step 3. Picking up the message ===

	When someone of your support staff comes online, he replies to the bot with special text ("CONFIRM-CONVO 36") and bot assigns that contact to the manager.		When someone of your support staff comes online, he replies to the bot with special text ("CONFIRM-CONVO 36") and bot assigns that contact to the manager.
		+
		+	[[Image:SupportBot3.png\|link=\|center\|border\|550px]]

	=== Step 4. Checking the history of support messages ===		=== Step 4. Checking the history of support messages ===

GlaznahGassner at 16:55, 11 December 2012

2012-12-11T16:55:34Z

← Older revision		Revision as of 16:55, 11 December 2012
Line 51:		Line 51:
	All support messages are being stored, you can view them at any time using your browser:		All support messages are being stored, you can view them at any time using your browser:

-	[[~~Images~~:Alive-bot-web-interface.png\|link=\|center\|border]]	+	[[Image:Alive-bot-web-interface.png\|link=\|center\|border]]

		+
		+	== Purchasing Support Bot ==
		+
		+	You can turn your bot into Alive Support:
		+
		+	# Purchase the Alive Support Bot module
		+	# Assign it to your bot
		+
		+	[[Alive Bot Modules\|This page]] explains the process in details.
	[[Category:Personal bots]]		[[Category:Personal bots]]
	__NOTOC__		__NOTOC__

← Older revision		Revision as of 14:22, 12 December 2012
Line 1:		Line 1:
-	Support Bot Module turns your bot into 24/7 support machine. Your customers send inquiries directly to the bot (using IM). Bot accepts these messages and notifies your human support about new message.	+	The Support Bot Module turns your bot into 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 ==		== Overview ==

-	~~Bot~~ stands in your office~~. Customers~~ are able to IM the bot:	+	The bot stands in your office and customers are able to IM the bot:

	* bot accepts customers' messages and stores them in the database		* bot accepts customers' messages and stores them in the database
-	* ~~the~~ notification is ~~being~~ sent to your human support staff	+	* a notification is sent to your human support staff
-	* human support (or you) pick up the ~~messages~~ and reply	+	* human support (or you) pick up the message(s) and reply

-	You won't loose a single message: bot is online 24/7. All IMs are being stored in ~~the~~ database, and you can access them using web browser.	+	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 ==		== Support Bot activity step by step ==

-	The following steps describe the work of Support Bot. You can try it live at [http://slurl.com/secondlife/DuoLife/197/99/32/ SmartBots office] (we use this bot ourselves).	+	The following steps describe the work of the Support Bot. You can try it live at [http://slurl.com/secondlife/DuoLife/197/99/32/ SmartBots office] (we use this bot ourselves).

	=== Step 1. Accept customer's message ===		=== Step 1. Accept customer's message ===

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

	# Customer starts by sending IM to the bot.		# Customer starts by sending IM to the bot.
-	# Bot sees that someone is typing a message and replies immediately: ''"Dear ~~Glaznah Gassner~~, welcome to SmartBots! I'm support bot. Please send your inquiry to me, I shall forward it to our online managers."''	+	# 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."''
-	# Customer sends the first line of the message (for example, "~~Hello~~")	+	# Customer sends the first line of the message (for example, "Hi")
	# Bot replies: ''"...please keep typing your message. Say "done" when you finish typing your question/inquiry."''		# Bot replies: ''"...please keep typing your message. Say "done" when you finish typing your question/inquiry."''
	# Bot records the message until customer say "done" [[Image:SupportBot1.png\|link=\|center\|border\|550px]]		# Bot records the message until customer say "done" [[Image:SupportBot1.png\|link=\|center\|border\|550px]]
Line 29:		Line 29:
	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.		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 a~~ message sent to your support staff:	+	This message sent to your support staff:

	[[Image:SupportBot2.png\|link=\|center\|border\|550px]]		[[Image:SupportBot2.png\|link=\|center\|border\|550px]]
Line 35:		Line 35:
	=== Step 3. Picking up the message ===		=== Step 3. Picking up the message ===

-	When ~~someone~~ of your support staff comes online, he replies to the bot with special text ("CONFIRM-CONVO #" where # is the number for the current message) and bot assigns that contact to the manager.	+	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.

	[[Image:SupportBot3.png\|link=\|center\|border\|550px]]		[[Image:SupportBot3.png\|link=\|center\|border\|550px]]