Chatbots that do more than just chat.
We’ve talked enough about the conversational capabilities of the Relay Chatbots, but we’re excited to announce a new feature that allows our chatbots to access and update some of the most critical data in Relay. Both your internal admin users in Relay and external customer users in webConnect and Connect can view and update these Relay data fields by merely chatting with one of our bots. If you weren’t already using our chatbots, you should be now!
How does it work?
Setting this up in Relay is very straightforward. Just perform the following:
- Edit or create a new chatbot topic/question
- If you want to show the current value of the Relay data you’re accessing, simply add the reference token for that data field surrounded by double brackets to the bot’s response.
- Add a response with the min_words validator, a value of 1, and a response text that indicates to the user that the data field was successfully updated.
- OPTIONAL: You can add a response with the text validator, a value of _error, and a response text that indicates to the user that the data field was NOT successfully updated.
- Check the Save Response check box.
- Select the Object (data type) that you want to update.
- Select the Object Field (specific data field) that you want to update.
Let your customers update their information for you.
Once you set up this functionality in Relay, your customers can now view and update their information by simply responding to a chatbot message. Now your team of humans doesn’t have to waste time collecting and updating this information each time a customer has a new issue. This can all be done seamlessly while a customer is waiting for a human agent to enter a chatroom, so no time is wasted. These same human agents using Relay can likewise use this same functionality to update Relay data fields when it’s most convenient.
Have you used the Relay chatbots yet? If not, we’d love to give you a demo and show just how valuable they can be to your support team. If you have already used them, we’d gladly welcome any feedback you may have.