Learn about how you can automate solving customer problems and providing support with your bot. You can follow the video or written walkthrough below.
In this section we will:
- Learn about Customer Care
- Set-up a response for unrecognized messages
- Set-ups responses for common questions
- Add keywords to Convos to improve recommendations
- Learn about Inbox and Messages
What is Customer Care?
Your bot is a natural place for customers to go for help, inquire with basic questions, and interact with your brand.
For example, below is a customer asking about the return policy can ask a number of ways. You can set-up a response that will send whenever a customer uses certain keywords like "return" and "policy".
You can also use your bot to give your brand a voice by setting up fun responses just in case someone messages your bot like a human would. This can help the bot feel more personal!
Setting up Smart Responses
In your back-end, navigate to Smart Responses under Customer Care. This is where you can set-up responses that trigger when the customer sends a message to your bot.
Here, messages your bot receives are split into three categories:
- Common questions
- Messages Your Bot Doesn’t Understand
- Messages Your Bot Understands
Common questions will let you instantly train your bot to understand and respond to common messages that stores receive through Facebook Messenger.
Also listed are messages your bot received, but doesn’t recognize. Clicking on any of these will allow you to set responses and add any variations before adding them to your bot.
The example below has two replies that the bot will alternate between for that message. You can set up as many as you’d like!
Finally, the Smart Response page lists all of the messages that your bot has been trained to respond to. You'll also find these key features here:
This switch will enable or disable the Smart Responses function.
[Any unrecognized message]
This is an optional feature that will allow you to automate a reply to Messages
that aren’t recognized by your bot.
A handy feature for all messages is the ability to add time limits. This will limit how many times a customer will see the same response from your bot.
Setting up Convo Recommendations
In Convo Recommendations under Customer Care, you can allow the bot to recommend Convos that will point customers in the right direction when they send a message with specific keywords.
You can add the text that will send before the bot recommends the Convo, as shown below.
Then you can add tags for keywords, and black list words to not recommend the convo in certain situations.
Finally, you can use our Messages feature by adding Messages to your Main Menu as a menu item. This will allow customers to send messages directly to your inbox under Customer Care (shown below).
Go ahead and create Smart Responses that your customers will respond well to! You can also create Convo recommendations, and edit the recommendations as you add more Convos.