Improve customer service efficiency by automatically routing each request to the most suitable department or agent by creating an Qualification chatbot.

⚠️ Attention: Only users with Administrator profile can Create/Edit an Qualification chatbot.

Usage Example

Imagine your company receives a large number of requests daily, involving different areas such as technical support, sales, and general inquiries. 

With Qualification chatbot, you can program the chatbot to identify the type of request right at the beginning of the conversation and direct the customer to the correct department without requiring immediate human intervention. 

An example dialogue would be:

Chatbot: Hello! To better assist you, please provide your name and briefly describe the problem you are facing.

User: My name is João and I am having trouble accessing my account due to login issues. 

Chatbot: You mentioned you are having trouble accessing your account. I will transfer you to an agent specialized in login issues. One moment, please.

Practical Example Tutorial

Create Qualification chatbot

1. Go to the New chatbot page and select Qualification chatbot.

2. Give the chatbot a name that reflects its function, such as "Technical Support".

3. Define the support group that will be responsible for continuing the service after the initial triage. This ensures that requests reach the correct destination.

⚠️ Attention:Don’t forget to check the box "I am aware that if the selected group already has a configured triage, it will be converted into a flow-based chatbot..." just below the definition of the support group. This step is mandatory to create your triage.

Configure Conversation Components

1. Welcome: Set up a welcome message for the chatbot to introduce itself and provide initial information about the service. Example: "Hello! I am the virtual assistant from [Your Company]. I will help you find the best solution for your request."
2. Request Contact Information: Configure the chatbot to ask for basic information such as the customer's name and email. This facilitates continued service and allows for more accurate record-keeping.

Mark Desired Options

Forward to Specific Responses and Groups

Program the chatbot to direct the customer to the correct group according to the reported demand. 

1. Check the enable/disable button

2. Click on Manage

3. Create a guidance message that will be displayed to the customer to help them choose from the available options. You can organize the action options into up to 5 hierarchical levels, enabling actions such as displaying submenus, transferring, or closing the interaction. For example: "Choose the option that best describes your request: 1. Technical Support 2. Sales 3. General Inquiries."

4. In Add Option add the different options that will be presented to the customer. Each option corresponds to a path the customer can follow, depending on their need. For the example above, three options would be added: Technical Support, Sales, and General Inquiries. 

5. Enter the Option Tag for the added option. This tag is just for identifying the option in the triage flow. For example, for the Technical Support option, the tag could be Technical_Support. 

6. Define in Action what will happen when the customer selects this option. They can be: 

Display submenu: Create submenus for a specific option if necessary. For example, in Technical Support, a submenu could be "Please select the type of technical issue you are experiencing: 1. Connection Problems 2. Software Error 3. Hardware Issues."

Transfer: Select this option to transfer the customer to the appropriate group or agent after the choice. In this Action, you should: 1- Select the group or support agent; 2- Include the Transfer Message so the triage bot is more personalized and the final customer experience is improved.

Close: Select this option to end the conversation if the customer's need is resolved with the chosen option. Enter a Closing Message. For example, for the Technical Support option, a message could be "I understand you need technical support. I am transferring your request to our specialized team. Please hold on while we connect you to the next available agent."

7. Finish by clicking Save options 

Ask questions to qualify customers

Create questions to gather important information that will be used by agents during the service. These questions help qualify the customer and better understand their request before directing them to the appropriate group. The responses provided by the customers will be forwarded both to the available group and to the specific group you are configuring in the triage.

The chatbot will ask the questions in the order they appear on the list. If necessary, you can reorder the sequence of the questions by simply clicking and dragging the fields to the desired position. This ensures that the most important information is collected first, facilitating subsequent service.

1. Mark the enable/disable button

2. Click on Manage

3. Select the service group.

4. Click on Add Question. An example would be "What type of problem are you experiencing?"

5. Finish by clicking Save. 

Inform about the estimated response time

Configure the chatbot to inform the average waiting time, calculated automatically based on available agents. Simply enable the option on the button

Done! The conversation with the agent is now fully configured. You can still configure how you want to end the service: 

Customize the end of the conversation 

In the When the conversation ends option, define: 

1. Display a satisfaction survey: Before ending the conversation, the chatbot can present a survey where the customer can choose a rating from 1 to 10 to evaluate the service. This helps gather valuable feedback on the customer experience and identify areas for improvement, but is not mandatory. 
2. Send a closing message: If you prefer a simpler closure, you can configure the chatbot to send a personalized closing message. In this message, you can thank the customer for their contact and reinforce that they can return at any time if they need further assistance.

Determine inactivity parameters (optional)

Set a time frame for the chatbot to wait for a customer interaction.

If you wish, simply enable the option on the button , choose the inactivity time between 5 minutes and 23 hours, a group or agent to receive the conversation transfer, and an optional message that will be sent to the end customer when the transfer occurs.

That's it, now just select the channels where the triage will be enabled and you will have created a complete Qualification chatbot!