Setting Up Questions and Answers

For each channel you can define in the Bot During Work Hours and Bot Outside Work Hours fields a question that will be displayed to the customer when a SimpleChat conversation is received on that channel (depending on the work hours defined for the channel).

As a result Bot will be activated and the first question to be displayed to the user will be the question defined under the channel including the list of answers that were associated with it. Selecting from the answer list will display the follow-up question defined for the selected answer.

When an answer that does not have a follow-up question is selected, a SimpleChat conversation will be created, and the chat will be managed from now either through a workflow that is activated when the SimpleChat conversation is created or by an agent (depending on the implementation).

The customer's last answer is kept under the Last Answer field. This answer can be examined to determine the next workflow action. (The field is cleared when a question is sent to the customer via workflow and is filled with a response, as long as it is within the threshold time).

To set up Q & A, from the Settings menu select SimpleChat Questions and click New.

Fill out the fields in the SimpleChat Question form as follows:

  1. Question: The question that will be presented to the customer by the bot
  2. Explanation: Text to display to the customer if the customer's answer is not recognized (the answers will be displayed again)
  3. Answers to Choose From: A list of possible answers to be display to the customer for selection
  4. Hidden Answers: Designed to skip bot stages. Each question can also include answers that will not be displayed to the customer, that belong to the levels further down the tree. If the user manually types one of the hidden answers, the system will identify the answer and behave accordingly

To add an answer or a hidden answer click the Plus (+) button above the appropriate list and fill out the fields in the SimpleChat Answer form as follows:

  1. Question: The question to which the answer will be linked. Each answer can be linked to only one question
  2. Answer: The answer that will be displayed to the customer
  3. Follow-up Question: The follow-up question to be displayed to the customer when this answer is selected (if empty the conversation will be routed to an agent for further handling)
  4. Display Order: The order of displaying the possible answers in the list to the customer
  5. Alternatives: Alternatives to the answer that the bot can identify separated by commas (such as synonyms or misspellings)
  6. Destination Queue: The queue that will be filled in the conversation if this answer is selected, to which the conversation will be routed (instead of routing to the default channel queue)