Support Bot (Alive Module)

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).

1. Customer starts by sending IM to the bot.
2. 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."
3. Customer sends the first line of the message (for example, "Hello")
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 a message sent to your support staff:

Customer submitted support issue/question at 2012-12-11 08:45:
Hello
I really need a help, please respond!


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Please:
(1) confirm this message by replying: CONFIRM-CONVO 36
(2) contact customer in-world

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.

Step 4. Checking the history of support messages

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

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