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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.
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#REDIRECT [[Alive Support Bot]] |
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== Overview ==
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Bot stands in your office. Customers are able to IM the bot:
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* bot accepts customers' messages and stores them in the database
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* the notification is being sent to your human support staff
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* human support (or you) pick up the messages and reply
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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.
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== Support Bot activity step by step ==
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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).
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=== Step 1. Accept customer's message ===
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You should position your Support Bot in office and show that bot accepts support inquiries (the poster is available).
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# Customer starts by sending IM to the bot.
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# 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."''
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# Customer sends the first line of the message (for example, "Hello")
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# Bot replies: ''"...please keep typing your message. Say "done" when you finish typing your question/inquiry."''
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# Bot records the message until customer say "done"
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=== Step 2. Delivering message to all your human support ===
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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.
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This is a message sent to your support staff:
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<pre style="font-style: italic">
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Customer submitted support issue/question at 2012-12-11 08:45:
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Hello
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I really need a help, please respond!
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========
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Please:
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(1) confirm this message by replying: CONFIRM-CONVO 36
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(2) contact customer in-world
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</pre>
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=== Step 3. Picking up the message ===
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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.
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=== Step 4. Checking the history of support messages ===
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All support messages are being stored, you can view them at any time using your browser:
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[[Images:Alive-bot-web-interface.png|link=|center|border]]
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[[Category:Personal bots]] |
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__NOTOC__
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