topic Re: workflow trigger to send message after bot handoff to live chat, via chat in Tickets & Conversations

workflow trigger to send message after bot handoff to live chat, via chat

doter — Wed, 08 Feb 2023 18:07:24 GMT

Once my bots send customers to livechat I leave them unassigned. My sales team is constantly juggling tasks and automatic rerouting is not useful for me since it's easy for anyone to forget to mark themselves as "Unavailable" or "Available".

Upon further investigation, I've setup a workflow as is:

The Delay until events happen tracks the Time to Assign to then perform an action when a customer has been waiting for greater than 30 seconds.

At this point, I can send an email. This is fine. But even better would be to send a chat saying "I am sorry. Our representatives are currently busy. Can we offer to Schedule a meeting or Send you a follow-up email?"
Essentially, continuning the chatflow with these 2 options before completely ending the chatflow.

Re: workflow trigger to send message after bot handoff to live chat, via chat

kvlschaefer — Thu, 09 Feb 2023 19:15:26 GMT

Hi @doter,

Thanks for reaching out to the Community!

I wanted to share this help article on different chatbot actions, including how to add a meeting link to a chatbot. There's also "enroll in a workflow action" (available for Professional and Enterprise subscriptions). You could potentially enroll your contacts in a workflow and then send them a follow up email. 🙂

In regards to the booking a meeting chatbot action, please note that if you're using custom form fields, the bot cannot collect responses to the custom questions during the conversation and will instead redirect the visitor to the meeting booking page.

If you want your visitor to book a meeting with you without leaving the chat window, this related post explains how to set this up: Use the 'Book a meeting' bot action with custom fields

I hope this helps!

Best,

Kristen