Chatbot - Using observers

With SprintHub, it is possible to use one or more observer blocks to trigger one or more actions, without the need for the Lead to go through the entire chatbot flow.

Observer: This button allows you to create an automation that monitors the entire Chatbot. When activated, it ignores the current flow and executes only this action. For example, if a customer types "9" to speak with an agent and does not want to answer any more questions, the OBSERVER directs that service directly to the configured department.

To add this feature to your chatbot, follow the steps below:

1. Create the Chatbot:

• Go to the chatbot via “Find Services”. Or just type the name, and the feature appears.

• To create, click “+ New”.

2. Configure and Create:

• Enter a Title: Give a descriptive name to your chatbot

• Enter a Description: detailed of what will happen in the Bot

• Set up a Trigger: Choose a trigger of your preference

• Click “Open Builder”, to create the bot with its actions and conditions.

• Allow leads to talk to the bot multiple times?: It depends on your strategy. If you leave it as “YES”, it will go through the bot every time the configured trigger is activated.

3. Building the chatbot:

It is possible to create multiple blocks with actions. Two example tests were performed for instructional teaching purposes.

Example 1

Example 2

1. Save: After making the necessary creations and changes. Save your chatbot. It is also possible to test it using the box on the right.

To perform the tests in the 360º Customer Service function, the service needs to be resolved.

And that's it, your chatbot is created and configured!