AI Chatbot outside working hours

[pergranqvist]

Hi all!

TL;DR:

- How to use the AI flow as out-of-hours support

- How to create a support ticket if the AI can't help?

I'm re-building our chatflow to utilise the AI Chatbot feature. To begin with, we'd like to use it for out-of-hours support. 

Our current flow has a rule around what happens if Support is not available, and here I'd like to replace the current Knowledge base lookup with AI.

I'm trying to get my head around how to best build this, but I'm stumped. It doesn't seem to be possible to include AI in the flow builder at the moment, so I might have to create a whole new chatflow, to be utilised outside of our opening hours via prioritisation.

In this case, I'd still like to ask the customer to name their place of business and give us an email address, e.g. if the AI is stumped and asks to create a support ticket for us to get back to them when we're back.

Is this feasible in the AI's current state?

[pergranqvist · Accepted solution]

I apparently chose Enterprise as a label rather than Chat, my bad.

[RSchweighart · Accepted solution]

Hi @pergranqvist,

It looks like you will need to create a chat flow with live chat. Then, you'll go to Breeze > Customer Agent. From there, you can assign your chatflow to the agent.

I know you mentioned outside working hours, but it does not look like you can assign a Customer Agent to a 'bot' type chatflow based on this HubSpot knowledge base article. Browse the article to learn more about creating a customer agent.

This article has more details about setting up a live chat.

In case you need it, here's more info to setting up a bot.

The setup of the chatflow will allow for ticket assignment, etc.

I hope this helps. The key piece I seemed to come across is a live chat chatflow, not a bot, is needed to assign a Customer Agent.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier. 

[kennedyp]

Thanks for the post @pergranqvist -- I was able to add some tags for you for better visibility. I'd like to invite some of our experts to add their insight! 

@RSchweighart, @Josh do you have any tips, tricks, or best practices to enabling the AI chatbot outside of working hours and automating ticket creation? Thanks in advance!

Best,
Kennedy

[pergranqvist · Accepted solution]

I apparently chose Enterprise as a label rather than Chat, my bad.