Quick Start【Robot】

Module Introduction

The system is equipped with intelligent functions, including robots, AI corpus, diversion links, etc. Robots can assist customer service to improve customer response efficiency and reduce communication costs.

This chapter will focus on the [ Robot ] module, introduce related core functions and application scenarios, and help you get started quickly.

 

Module Description

1. Automated processes

In the automation process, you can create an automation process that meets your specific scenario, such as:

• Automatically reply to preset sentences based on visitor messages to reduce customer service response energy.
• Intelligently control comments on FB/INS posts.
• Automatically identify visitor intentions, add labels, send goods, and direct traffic to third-party products, etc.

 

1.1 Create automation

In [ Robot-Automated Process ], you can manage and create your automation process.

Click New Flow (using Messenger channel as an example) > Select Messenger channel or Facebook Post Comments (select the channel you want to configure automation for) > Click Next.

 

1.2 Introduction to Automation Components

The automation process settings mainly include three components: triggers, conditions, and actions . The rich combination of different components can realize different business scenarios.

• Trigger: Once the trigger is triggered, the automation process will continue to the next action. Different triggers can be set for different situations.

• Action: After being triggered by the previous trigger, the action will be executed. Different actions can be performed on customers, such as sending messages, adding visitor tags, etc.
• Conditions: can be added between triggers and actions to perform different actions for different scenarios.

 

1.3 A simple automation case

As shown in the figure below, when a new user ( trigger ) comes in, information ( action ) in different languages will be sent based on the guest language.

 

1.4 Automated configuration

After creating the automation, you can configure it to the corresponding social media channels to implement automated responses.

• After editing the automation process, click Save > click Configure > select the social media account you want to link > click OK.
• At the same time, you need to start it in the [ Automated Process ] interface.

For detailed creation and use of automation processes, please jump to the automated process documentation for details.

1.4 Other functions

In the [ Automated Process ] interface, many additional practical functions are supported.

• Search box: You can search for the name of the automation process to find the corresponding automation process.
• Data: Click Data to view data information such as the number of times the automation process is triggered and the number of users.
• Edit: Click Edit to modify the content of the automation process.
• Test: You can preview the actual effect of the automated process from the customer's perspective in the test window.
• Copy: Click Copy to directly copy an automated process with the same configuration.
• Delete: Delete the automated process.