Automation Getting Started Tutorial

Introduction

Automated process is a function that allows robots to automatically reply to visitor messages, solve visitor problems, guide visitors to place orders, etc., thereby improving customer consultation efficiency and reducing customer complaints. You can create and manage automated processes in [Robot-Automated Process]. When creating a process, you can select different triggers, conditions, and actions to implement different business scenarios. A trigger means that once triggered, the automated process will continue to execute the next action; a condition is used to determine whether a certain condition is met and then execute the corresponding action. You can select different triggers and conditions to configure the automated process according to specific needs.

1. Create An Automated Entry

Scenes (click to jump to different scenes)

a. Welcome

b. Designate and assign customer service

c. Automatically end the session

d. Quick entry

1.1. Welcome

If the other party only enters your webpage/clicks on the Facebook ad without actively sending content, the above trigger can be used to trigger it.

If you need the other party to actively send a message to trigger the welcome message/reply, you can select "Visitor sends message" through the trigger to set keywords or other conditions to trigger.

After setting the trigger, add "Send message" in the red box in Figure 1 above and connect the trigger and "Send message" through Figure 2. Set the content you want to send in the yellow box.

After adjusting the information, click "Create" in the upper right corner, fill in the name, turn on the activation status, set the associated social media account (set which social media account can trigger the automation created now) and finally click OK. You can test the automation through your channels.

1.2. Designate and assign customer service

• The red box can be triggered by customer actions, such as clicking on a Facebook ad or a customer opening a chat window.
• The yellow box is triggered by the customer actively sending a message, and the content sent is used as the trigger condition.

Add the "Assign Customer Service" process in the plus sign on the right. You can also filter the conditions for assigning customer service through the conditions in the yellow box above. If they are met, the assignment will be triggered.

• The red box indicates a mandatory operation. You need to connect to trigger the assignment. You need to select the member to be assigned before the session can be assigned.
• Yellow boxes are optional.
• If you have enabled automatic allocation in "Applicable Sessions", you can open the allocated session in "Applicable Sessions" and reallocate the sessions that meet the automation requirements but are automatically allocated to other customer service representatives to the setting customer service representative.
• When "Offline/Busy Reception" is turned on, the online status of the customer service will be ignored, that is, customers who meet the automated process will be assigned to customer service even when they are offline.
• After adjusting the information, click "Save" in the upper right corner, fill in the name, turn on the activation status, set the associated social media account (set which social media account can trigger the automation created now) and finally click OK. You can test the automation through your channels.

1.3. Automatically end the session

The trigger usually selects "Customer Service Timeout without reply" as the trigger, usually "Visitor timed out without reply".

You can set the number of minutes to trigger, the session state to trigger, or the trigger limit for a single customer.

Click the plus sign on the right to add the "End Session" process. You can also set conditions in the yellow box, and the process will be triggered if the conditions are met.

The red box needs to be connected by yourself.

After adjusting the information, click "Save" in the upper right corner, fill in the name, turn on the activation status, set the associated social media account (set which social media account can trigger the automation created now) and finally click OK. You can test the automation through your channels.

1.4. Quick Entry

First, you can flexibly choose the appropriate trigger type according to your specific needs. We provide three main types of triggers, including triggers for different customer types, triggers based on customer behavior, and triggers for handling timeouts.

In [Add Condition/Action], select [Quick Reply].

Add button content that needs to jump quickly according to needs, support adding [Flow button] and [Link button].

Flow button: Click to jump to the next process. The process can customize conditions and actions according to needs.

Link button: Click to jump to the specified link, supporting internal links and external links of the website.

After the creation is complete, click "Save" in the upper right corner, fill in the name, turn on the activation status, set the associated social media account (set which social media account can trigger the automation created now. Check to trigger, uncheck not to trigger), and finally click OK. You can test the automation through your channels.

There are two different forms of adding buttons:

Add a button in sending a message: support adding a description copy.

Add a button in the add action: convenient for capturing keywords.

2. Advanced Use

2.1. Create an automated process

Trigger conditions: For example, a visitor sending a message, a visitor sending a specific keyword, visiting the website for the first time, receiving a customer message for the first time, submitting the customer's information, entering a certain page, a customer clicking on a Facebook ad, a public page messenger address, etc. can all be used as conditions to trigger the automation process.

Execute corresponding actions and conditions based on trigger conditions: for example, set filtering conditions based on visitor attributes, behaviors or message content, such as the region the visitor comes from, the visitor's language and device, automatically reply to preset messages, push relevant product information, guide to the purchase page, specify Facebook homepage posts, process comment messages on Facebook/Instagram posts, send Messenger private messages for Facebook post comments, send emails, add customer/session tags, assign to a certain customer service representative, and automatically end the session, etc.

Introduction to Automation Process Components

2.2. Design business scenarios

You can build different scenarios based on actual business needs, such as automatic reply of welcome message, answering frequently asked questions, guiding customers to place orders, processing post comments, automatically inviting comments, tagging, and ending conversations. When customers click different buttons, different messages will be sent to them, and different visitor tags will be automatically added to customers who click different buttons.

Simple example: Implement a welcome message through automation, automatically reply to customers’ inquiries about products, automatically tag customers with visitor tags, and implement group messaging business scenarios for different customers based on different visitor tags.

(Example of automatic reply to customer inquiry product)

2.3. Create and link social media channels

Which automated process do you need to associate with the social media account? Just check the corresponding channel account.

2.4. Testing and Optimization

After creating the automated process, multiple rounds of testing are required to ensure that it can run correctly in various scenarios, and the process is continuously adjusted and optimized based on actual results.

2.5. Monitoring and analysis

Use the background data monitoring function to view the execution status and effects of the automated process, including key indicators such as trigger details in the past 7 days and today, number of triggers, number of triggers, number of clicks, number of clicks, click percentage, etc., in order to further improve customer experience and sales efficiency.

Note: The specific operations may vary due to different platform function iterations and updates. Please refer to the latest page for details.

Frequently Asked Questions

Why is the automated process not triggered?