Can chatbot automatically provide an email address to a customer if they need to contact another company?

Question

Can we set up a chatbot to automatically provide an email address to a customer if they need to contact another company?

Answer

Yes, answers allows for targeted bot flows with the option to send a message. To create an answer, see the recipe below: 

1. In the Admin Center, click Channels > Bots and automation > Bots.
2. In Bots, hover over your bot and click Edit.
3. Click, Create answer. 
4. You will then need to set the Intent for this answer and name the Intent.
5. Then create Training Phrases; these are how your customers might describe the Intent when interacting with your bot. The phrases will help train the bot to respond with the correct answer.
6. Click, Next. 
7. Click + Add Step; this will allow you to add the type of step you would like to present to the customer. These include messages, help center articles, options, and conditions. 
8. Choose the step type. These will allow you to add the step you want to present to the customer. These include messages, help center articles, options, and conditions. We have chosen Send message as the step type for this use case. 
   
9. Create the bot message and click Preview. This allows you to see a preview of your message from the bot. When finished previewing your answer, click Done. 
10. You will then see your new answer with the status of Ready to publish.
    
11. To make your new answer available to your customers, your bot must be re-published; click Publish bot.
    

For more information, see these articles:

• Why can't I turn on my bot in messaging?
• What happens when a customer using the messaging bot makes a mistake and needs to go back?
• Building a bot using answers
• Understanding answer flow step types
• About Flow Builder
• I'm unable to access Flow Builder