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Overview

While the customer is waiting for a support agent to come into a Connect/webConnect chatroom and the Concierge (Welcome) Bot to leave, the Bot can prompt the user to verify and update their information in a conversational manner. The objects and fields available for updates are listed below.

Available Objects and Fields

Issue Object

  • reference_num
  • c__owner_partner_team_name
  • c__owner_partner_team_nickname
  • c__owner_partner_name
  • c__sponsor_partner_team_name
  • c__sponsor_partner_team_nickname
  • c__sponsor_partner_name
  • c__sponsor_partner_nickname__d_type
  • c__d_status
  • c__d_category

Location Object

  • site_name
  • phone
  • street_1
  • street_2
  • city
  • state
  • zipcode
  • country

Customer Object

  • name
  • phone
  • email

CustomerUser Object

  • email
  • first_name
  • last_name
  • full_name

How do I reference object fields in a Bot response?

  1. Go to Bot Topics button (Topics) on the left navigation bar of the Bots modal. Click pencil icon` (Pencil) to edit a topic or add buttonto add a new topic.
  2. Scroll down to the Text field of the Bots Topics modal.
  3. Reference an object field in the text by using the syntax {{object.Field}}. For example, type {{customerUser.email}} to reference the email field of the CustomerUser object. NOTE: this syntax is case-sensitive.

Relay Reference Info 2

Relay Reference Info

 

How do I update an object field via a Bot response? (Example)

The directions below are specific to the case when a Concierge Bot asks to update user information while the user is waiting for a support agent. The update process begins once the user has pressed the Speak to Agent button in the conversation flow. In this example, only the Customer User email and telephone number are updated.

Create topics and responses for the conversation flow

If you are new to creating topics and responses, you can copy the information from the screenshots in the example or learn how to add topics here and topic responses here.

NOTE: you will need to note down each topic’s Key (found in the Bots Topics modal after you Save the topic) to add topics as responses to other topics.

Go to Bot Topics button (Topics) on the left navigation bar of the Bots modal. Click  theadd buttonto add a new topic. Create the following topics (NOTE: the titles and text of the topics are suggestions, not requirements):

  • Update Contact Info HALT: once all the necessary object fields have been updated, this topic halts the Concierge Bot’s dialogue with the user. No more information can be updated. The user waits for an agent to step in. NOTE: you must include the {{HALT}} token for the Concierge Bot to leave the chatroom.

Relay Update Info Halt

  • Update Email: prompts the user to provide their new email address. Updates the user information in Relay. In the Responses field, add a response to confirm that the email was updated and a response that raises an error if the user provides a response in the wrong format (see screenshot to learn how). After creating both responses, toggle Save Response below and select the object and object field you wish to update.

  • Update Phone: prompts the user to provide their new phone number and updates the user information in Relay. In the Responses field, add a response to confirm that the phone number was updated and a response that raises an error if the user provides a response in the wrong format (see screenshot to learn how). After creating both responses, toggle Save Response below and select the object and object field you wish to update.

  • Update Email Confirmation: once the user has updated their email, redirect them to this topic and continue the information update process by asking the user to update their phone number. Redirect them to Update Phone or Update Contact Info HALT responses (see screenshot to learn how). You may also reference their new email address in the Text field to confirm that it is correct.

  • Update Phone Confirmation: once the user has updated their phone number, redirect them to this topic. Here, you may reference the user’s new phone number in the Text field to confirm that it is correct. You may also continue updating other object fields (not shown in this example). Use {{HALT}} in the Text field to complete the process (see screenshot to learn how). The user will now wait for the support agent to join the chat.

  • Update Contact Info START: this topic begins the information update process. It appears directly after the user clicks the Speak to Agent button. In the screenshot below, the user is asked to update their email first. They are then redirected to either Update Email or Update Phone Inquiry responses (see screenshot to learn how).

  • Update Phone Inquiry: if the user chooses not update their email in Update Contact Info START, they will be asked to update their phone number instead. The user will then be redirected to either Update Phone or Update Contact Info HALT responses (see screenshot to learn how).

Implement the object field update process

  1. In the Bot’s list of Topics, search for the Speak to Agent topic and click the Pencil icon to edit it.
  2. Scroll down to Responses and add a response that redirects the user to Update Contact Info START. See screenshot below for a sample of the described conversation flow.

Relay Update Info 1

Relay Update Info 2

 

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