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Debashree Tripathy

Entrou em 16 de jul. de 2024

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Última atividade em 16 de jul. de 2024

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Debashree Tripathy comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Hi, yes ‘End' option is something we are looking for while designing bots for self-serve scenarios during busiest hours.

 

Below are the 2 scenarios we are looking at to implement Bots in our current chat workflows, which is connected with the conversation in this forum-

 

1. We are looking for the Bot to start off a conversation once a user comes on chat using the web widget. and then carry on the conversation accordingly, and/or direct them to local knowledge base articles if relevant to the query. If that solves their query, they should be able to END the chat, and the Bot should then close the conversation once they do so (currently no option to do so). This means no Zendesk tickets were created, so the customers essentially self-served themselves, without needing our help.

 

2. The Bot starts off the conversation once a user starts a chat on the web widget classic, and then as per the intent workflow, if they choose 'Talk to a human',  they should then be directed by the Bot to wait for a live agent to take it up. In next steps, this should THEN consequently create a zendesk ticket and show up in the queue for an online agent to pick up. So when an agent picks it up, the bot control should cease and the chat should be handed over to the agent now, for the conversation to continue. Also for this, both the customer and the agent should see the options to END the chat at any point in time, like in case of a normal chat without the messaging turned ON.


 

Exibir comentário · Publicado 16 de jul. de 2024 · Debashree Tripathy

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