Routing users to appropriate operator using Chatbot

In ChatPlus, you can route the chat from users to the appropriate operators.
Here is how you do it.

This function can only be done above Business Light Plan.

Prepare Routing

Put tags on operators

(1)Click the setting button on the upper right of the management page.


(2)Click [Manage Operators] on the left side of the screen.


(3)[Manage Operator]'s window will show, click [Edit] of the operator you want to change chat reception hours.


(4)[Edit Operator]'s window will show, in the section "Tag", enter tags that relates to the operator.
※It will be used later when we set to route the chat to operators with applicable tags.


(5)Click [Update]

Routing setting

Do the routing setting using Chat bot+.

Here, as an example, it will explain how to route the chat from users to operators that has [English] tag.
 
(1)Click the setting button on the upper right of the management page.


(2)Click [Chat]>[Function]>[Chat bot+]


(3)Click [Add parts]


(4)Enter "Part's name" and "Detail"
※Leave the box at the top right "ID" empty, it will automatically be filled when Chat bot+ is created.


(5)Click [Add rules]


(6)In the section "Display rules", click [User's remark] from the first pull down, enter "Chat in English" in the second box, and click [Match] from the third pull down.


(7)In the section "Action", click [Forward to specific operator] from the pull down.


(8)Click [Tag] from the pull down below, and enter [English] in the box below.


(9)Click [Update]

With this setting, the chat will be routed to the operator with「English」tag.
・You can set variety of tags to route chat to appropriate operators.
Example)
If you click [Connect with Osaka office], it will be routed to the operator with [Osaka] tag / If you click [Chat with engineer], it will be routed to the operator with [Engineer] tag... etc
 
・If you click「Individual」from the pull down, new pull down will appear, click the operator you want to connect to.

 

Change correspondence depending on routed operator's status

By adding setting to「Do the routing setting using Chat bot+」above, you can change correspondence depending on routed operator's status [Online/Offline].
 
Online
As an example, it will explain how to route the chat when the applicable operator is online.

Do the procedure「Do the routing setting using Chat bot+」(1)~(6).

(1)Click [Add rules]


(2)In the section "Display rule", click [AND] from the first pull down, click [operator's status with appropriate tag] from the pull down next to it, enter tag's name in the box below, and click 「Online」from the forth pull down.


(3)In the section "Action", click [Forward to specific operator] from the pull down.


(4)From the pull down below (3), click [Tag], enter "English" in the box below.


(5)Click [Update]

With this setting, the chat will be routed to the operator with [English] tag when the operator is online.

 
Offline
As an example, it will explain how to route the chat when the applicable operator is offline.

Do the procedure「Do the routing setting using Chat bot+」(1)~(6).

(1)Click [Add rules]


(2)In the section "Display rule", click [AND] from the first pull down, click [operator's status with appropriate tag] from the second pull down, enter tag's name in the box, and click 「offline」from the fourth pull down.


(3)In the section "Action", click [Message] from the pull down, and enter message in the box below.


(4)Click [Add actions]


(5)Click [Text form] from the pull down and set rules.


(6)Click [Update]

With this setting, a message and text form will show when the operator with [English] tag is offline.

シェアする

フォローする

  • RSSを