Chatbot Away Messages: Custom Bot Responses based on Hours of Operations

By February 28, 2018Bots
Chatbot Away Messages: Custom Bot Responses based on Hours of Operations

Unlike chatbots, humans need to sleep.

Your Boomtown chatbot doesn’t have to sleep, but unfortunately, your team does. The last thing you want is a chatbot telling a user that a human is coming to help when your team is fast asleep. You need to be able to provide custom responses and issue routing depending on whether or not a user is chatting with the bot during your available hours of operations or outside them. Don’t worry; we’ve got your back at Boomtown. Chatbot away messages to the rescue!

Simple to set up. Even easier to use.

Setting up chatbot away messages is incredibly simple. Just do the following:

1) Define the availability periods (aka hours of operations) for the particular team you want.

Define the availability for your dispersed teams.

Define the availability for your dispersed teams.

 

2) Edit the particular chatbot answer that you want to be hours of operations dependent by giving it an away message.

Set a chatbot away message that lets your customers know you're not available.

Set a chatbot away message that lets your customers know you’re not available.

 

3) Add the ID for the team that you just defined the hours of operations for to the chatbot answer.

Never worry about your customer chats when you’re away.

When chatbot away messages are set up, users interacting with your chatbots in both webConnect and Connect will have completely customizable experiences based on the hours of operations you defined. Let your customers know that you’re away and provide them with the information they need to continue during your hours of operations. Now you and your team can relax after a long day at the office and let the Boomtown chatbots get to work.

Let your customers know that you're away with the Boomtown chatbots.

Let your customers know that you’re away with the Boomtown chatbots.

 

In addition to setting chatbot away messages, you can also use this feature to customize issue routing depending on the hours of operations for your teams. If you have an after-hours team, you can now route issues to this team when a user chats in outside of your hours of operations. Likewise, when a user chats in during the regular hours of operations, the issue will still be routed to your primary support team. The customization options are virtually endless with this new feature!

Have you used the Boomtown chatbots yet? If not, we’d love to give you a demo and show just how valuable they can be to your support offering. If you have already used them, we’d gladly welcome any feedback you may have.