One of the key values of having a chatbot would be that they’re instantaneous, and they significantly improve first response and resolution time. You can ease up the workload of your agents by teaching the chatbot to respond automatically to various keywords. You can access the automated responses in the main menu next to the Flow builder option. See the picture below.
Let's take for instance the keyword “network outage”. The customer asks a question containing the keyword “outage”. The system identifies the keyword and launches the pre-defined “outages” chatbot workflow, providing basic information about the outage + expected resolution time.
Have a look below to an automated response we created for the keyword “kitty”.
First of all, we added multiple variations of the word “kitty”, just to make sure that if someone makes a typo or uses capitals, we have them covered. Then we choose the kind of response we want the chatbot to have. In this case, it will respond with a new flow named “Response - Kitty” (see the picture of this flow below). But it might also be a line of text, whatever suits you better.
The persistent menu is one of the choices in the main menu. It is a simple customer-facing vertical “hamburger” navigation in FB messenger that persistently appears during the whole process of chatting with a chatbot. Facebook again allows you to have there only three options.
We strongly recommend one of the choices to be a Chatbot Reset button. Hereby under the name “Start again”. It is important to give your customers the chance of starting the conversation all over again, for multiple reasons. So bear that in mind.
Have a look at the appearance of persistent menu directly in Facebook messenger: