Support Bot (Alive Module)
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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. |
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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Revision as of 16:42, 11 December 2012
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.
Overview
Bot stands in your office. Customers are able to IM the bot:
- bot accepts customers' messages and stores them in the database
- the notification is being sent to your human support staff
- human support (or you) pick up the messages 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.
Support Bot activity step by step
The following steps describe the work of 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 (the poster is available).
- 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."_
- 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 records the message until customer say "done"