ChatBot - Support Roulette

In this article, we will cover creating a Chatbot capable of distributing support tickets randomly in 360º Support.

Click Convert > Chat Bots

Click New:

In Settings set;Name: Define a nameDescription: Enter a descriptionPublished: To ACTIVATE the Chat Bot click YES, leave NO when you want to DISABLEAllow leads to talk to the bot multiple times?When ACTIVATE this option, the Chat Bot will be activated even if the customer has already gone through it beforeAllow the bot to be activated manually?When ACTIVATE this option, the Chat Bot can be started manually during a conversation with the customer

Set the Trigger:

We have three trigger options:

When the Lead starts a conversation: Whenever the lead sends a message the ChatBot will be activated.

When a conversation is finished: Whenever the conversation with the lead is finished the ChatBot will be activated.

When the lead's data is updated: If any lead field is updated, email field for example.

Set the Channel:

It is also possible to set an exact parameter to start the Chat Bot:

For example, use the option: Include the text "I saw this on Instagram", then the Chatbot will only be activated when this text is sent.

Set the schedule:

Enter a Title and a description:

It is also possible to add a filter:

Let's start building our Chatbot now. First, let's take a look at the available buttons:

WATCHER: This button allows you to create an automation that will watch the entire Chat Bot and when ACTIVATED, ignores the whole flow and runs only it; for example, typing 9 the customer wants to speak to an agent and does not want to answer any questions, so the WATCHER directs that service straight to the configured department.

Function: Groups a set of multiple blocks into a single function, and uses it in multiple points of your main flow through the "Jump to action" block.

TRASH: This button deletes the selected Chatbot box

Click the orange dot to Start:

We will always have two options:

Action: Some action executed by the system, such as sending a question to the lead, changing a segment, etc...

Condition: With a condition it is possible to perform different actions depending on some chat information. For example, filter whether or not a service has already been started for that customer

In our example we selected Action, start service.

In this block we will have several options to start the service:

Simple: Services will be started for a specific user.

Random from the list: Services will be started randomly for a preselected list of users.

With fewer services from the list: Services will be started giving priority to users with fewer services from the preselected list of users.

Random from the department: Services will be started randomly for a preselected list of departments.

With fewer services from the list: Services will be started giving priority to users with fewer services from the preselected list of departments.

After finishing the construction of the ChatBot Click close:

Then Save and Close: