• Home
  • Best Practices
  • Customer Care Tips
  • Customization
  • Expert Tips
  • Getting Started
  • Increasing Sales
  • Web Client
  • Support
  •  

    Auto Answers: Visitors Self-Service

    As part of the recent release of BoldChat v9.0, we introduced Auto Answers for Enterprise subscribers. Auto Answers is a self-service support feature that allows visitors to submit queries using natural language and instantly find contextual answers without operator involvement.

    When enabled, Auto Answers provides visitors a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from operators. The feature is configured per chat window definition, which allows you to differentiate and customize visitors’ chat experience on your site.

    How do visitors experience Auto Answers?

    The typical engagement sequence for visitors are as follows.
    1. The visitor asks an initial question
    2. The visitor browses and rates the available answers
    3. The visitor initiates live chat if the issue persists
    AutoAnswerScreenShot3
     
    Note: Operators can track visitors’ Auto Answer browsing history as well as their feedback once the live chat is started.
    AutoAnswersHistory

    Step One: Populating the answer pool

    Auto Answers utilizes canned messages to present the most relevant answers to visitors based on various factors, such as frequency of use, popularity, visitor rating and key terms.

    You can populate the pool of questions and answers using either the BoldChat Client or via API calls.

    Adding Canned Messages using the BoldChat Client

    This method is recommended for adding and editing individual messages.

    1. Go to Setup > Account Setup.
    2. Select Chats > Chat Canned Messages.
    3. Select the folder where you want to store messages for Auto Answers. If you haven’t created a designated folder yet, right-click Chat Canned Messages in the left pane and choose New Folder.
      Note: You can organize messages for Auto Answers in folder trees as well as multiple folders, but it is good practice to keep messages intended for Auto Answers in dedicated folders.
    4. Select the Auto Answers folder and click New in the top menu.
    5. Fill in the mandatory fields and click Save.

    Your message is ready to be used with Auto Answers.

    Managing Canned Messages via API

    This method is the preferred way to import large amounts of data, such as an entire knowledge base or FAQ to be used with Auto Answers.

    1. Option. Use Canned Folders CRUD Methods to organize and set up Chat Message folders.
    2. Prepare your content.
    3. Import the corpus using Chat Canned Messages CRUD Methods.

    Step Two: Configuring the Chat Window

    Fine-tune Auto Answers to show content depending on your preferences. For example, when do you want to show Auto Answers to visitors? Will they be forced to read answers, or can they bypass them before engaging with an operator?

    1. In the Desktop Client, go to Setup > Account Setup.
    2. Select your chat window definition you want to use with Auto Answers under Chats > Custom Chat Windows and clickEdit in the top menu.
    3. Go to the Auto Answers tab and select Enable Auto Answers for this chat window.
    4. Use the Auto Answer Status and Auto Answer Type options to adapt Auto Answers to your needs.
    5. Configure how answers are displayed to visitors.
    6. Select the message folders to be used with your chat window under Canned Message Folders for Auto Answers.
    7. Click Save.
    The Auto Answers feature is configured and enabled for your chat window.
    A full list of new features is available at help.boldchat.com. These new features are available immediately for Enterprise customers. To upgrade to the new version of BoldChat, go to Help > Check for Updates. This will open a browser window that tells you if it’s time to update or simply go to our Downloads page and download the latest version.

    Comments are closed.