Note
In case you are unable to add a new chatbot, you should activate the “AI tools and bots” module in the system's marketplace.
The bot works in channels that have a dialog box for communication with the customer, such as WhatsApp Business (24 hours) and Facebook + Instagram (7 days). With the bot, you don't need to track chats with an expiring correspondence period manually.
To set up and activate such a bot, follow a few simple steps.
Step 1: Go to the bot settings section
Open the Automation → AI-tools and bots menu to start setting up.
Step 2: Select channels for launching
Expand the “Settings” block and specify in which chat channels the bot will be active.
Step 3: Set the script parameters
Bot trigger time
Specify the time (in minutes, hours, or days) before the dialog box expires. For example, 1 hour. In this case the bot will send a message exactly one hour before the dialog box expires.
Triggering condition
Additionally, you can set the triggering conditions:
- Take into account the order status. The bot will be triggered only if a customer has an order in a specific status.
- Take into account the customer's tag. The bot will only be triggered if a customer has a certain tag assigned.
- Take into account only open dialogs. If this option is enabled, notifications will be sent only for open dialogs. Otherwise, notifications will be sent for all dialogs, regardless of their status.
Step 4. Select the bot action
Send a message to the customer in chat
Once the bot script is launched and all triggering conditions are met, the bot will send a message to the chat.
Send notification to manager
Once the bot script is launched and all triggering conditions are met, the bot will send a system notification to the manager.
In the "To" field, multiple selection of values is available:
- The customer's responsible manager;
- The manager assigned to the dialog. Providing such a manager is missing, the manager who wrote last in the chat will be selected.
In the “More” field, you can specify one or more managers to whom the notification will always be sent.
If the same manager meets multiple criteria, the notification will be sent to him only once.
Step 5. Launch the bot
Once you have completed the settings, click Start in the upper right corner of the screen.