I would like to configure a chatbot that can collect information form customers, provide answers for FAQs, and if needed either starts a live chat with an agent or create a Helpdesk ticket for a specific team.
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These are the steps that you can follow to do so:
Configuring Live Chat and Chatbot:
- Go to the Helpdesk Team's Settings and enable the "Live Chat" feature.
- Configure Live Chat Channel:
- You can select who will be the operators for your Live Chat channel, usually they are the users of the Helpdesk Team.
- From the Option tab you can configure how you would like the notification text and message to appear.
- From Channel Rules you can configure the Live Chat button and the Chatbot.
- Chatbot: you can configure the Script of your Chatbot and set different actions and responses based on how the customer responds. There are multiple actions that Chatbot can do like:
- Show a text.
- Ask a question and specify the possible answers.
- Ask for an email.
- Ask for a phone number.
- Forward to operator (live chat.)
- Free input (allows the customer to type in text.)
- Create Lead for pre-sale activities.
- Create a ticket in a specific Helpdesk Team.
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