How do I use keywords to transfer a customer from the chat bot to a live agent?
The top search terms in our chat bot widget are things, such as "hello, hi, agent, human," etc. These are folks who clearly want to chat to a live agent. How do I have these terms trigger an automatic transfer to a live agent through messaging? Currently, the customer just receives irrelevant search results with the "Was this helpful?" question at the bottom--a TERRIBLE experience.
I found this example in an article. It appears that the chat bot knew to transfer the customer to an agent when the customer entered "Upgrade my plan." However, it never explains HOW to do this.
-
Hi Chris,
What you're seeing in this screenshot is that the user has selected an "Upgrade my plan" quick reply option, explicitly configured in Flow Builder to connect them with a live agent. Quick replies let you present a set list of options that the user can choose from, each leading to a different path as defined in Flow Builder. Flow Builder is something you can use with Zendesk Messaging, which is different from live chat. Here are some useful links that I think may be helpful:
- Introducing Zendesk Messaging includes some helpful videos
- About messaging includes some important limitations you should be aware of
- Zendesk messaging vs. live chat: Which is right for you? compares Messaging and live chat
- About Answer Bot for Zendesk messaging I think is where you found that screenshot (it's under "Agent transfer")
I hope that helps clarify things!
-
Helpful... Thank you! What about Automated Direct Replies? That would be extremely helpful, as well. Zendesk mentions them in the same article, but not how to build them.
Please sign in to leave a comment.
2 Comments