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Chat Automation Rules

Chat automation rules are a basic and powerful feature of Channel.io that can process chats automatically based on the rules you set. A few simple clicks significantly reduce the time you answering repetitive inquiries.

Common automation examples

80% of the work CS departments face are simple repetitive inquiries. Our Chat Automation Rules give you the ability to handle such tasks easily and effectively while providing a robust customer consultation experience.

Customized Operator assignments and tags based on conversation contents

Identify customers with keyword search, assign operators automatically based on such keywords, and categorize those interactions through tags.

  • Example) Refund Inquiries: I applied for a refund but the purchase was not updated on my card.

    • “Shipping/Refund” automatically sets the customer tag

    • Delivery inquiry “Automatically assigns delivery specialist”

    • How to set:

      • Trigger: When the customer sends a message

      • Filtering: Message content - contains ‘refund’

      • Action: Add chat tag / assign a specialist

Notify Operators when customers are waiting too long for a response

When your customer service replies are delayed within an interaction, automatically notify you head of CS through internal conversations so your customers don’t have to wait for pertinent information.

  • Example) Your customer has been waiting over 30 minutes

    • Automatically send the internal note to the assignee to not miss the chat

    • How to set:

      • Trigger: When the customer is waiting for the manager’s response

      • Filter: Business hours is true / Chat status is Opened / Assignee who will receive the internal note

      • Action: Reply in the chat

Providing personalized responses based on membership level

When a VIP customer leaves an inquiry, we send a personalized greeting to the VIP customer, and at the same time, we assign a dedicated manager as the person in charge and quickly send an internal notification so that the customer does not wait.

  • Example) When the VIP Customer creates the chat

    • Assign a dedicated manager & Add VIP Customer chat Tags

    • Set an automatic message to the customer

    • Set an internal message to your team members to remind them about the opened user chat

    • How to set:

      • Trigger: When the chat is opened - Only when first opened

      • Filter: User Tag - VIP

      • Action: Assign someone who will handle the chat / Add hat tag - VIP / Reply in chat (Internal note & Reply to customer)

Set up chat automation rules

Triggers

A trigger is a condition needed in order for the chat automation rule to start. When the trigger conditions are met, the system prepares to execute the chat automation rules.

  • When the chat is open

    • Only when first opened: Only applies when a chat room is first opened

    • Every time: Applies when the chat is reopened or after snoozed status is ended

  • When the customer/manager sends a message

  • When the customer/manager waits for responses

    • You can set the waiting time

  • When the chat is closed

Filtering

Once the trigger is met, the consultation automation rules will be initiated. Filtering can then be used to set what situations will work. You can filter by chat information, user information. the content of the customer's message, and business hours.

  • User info: Customer Information such as language or country

  • Chat info: Chat information such as assigned manager, follower, or chat status.

  • Message content: Messages sent by customers or managers can be filtered by specific keywords

  • Business hours: Apply automation rules during operating hours or non-operating hours

Actions

Use triggers and filtering to set which actions will be automatically taken in a chat when all conditions are met.

  • Assign / Unassign: Assign the manager for the chat or remove the assigned manager

  • Assign / Empty team: Assign the team for the consultation or remove the assigned team

  • Add followers: Add followers who can help to resolve customer’s inquiry

  • Add chat tags / chat description: Add chat tags/chat descriptions to categorize and manage the chat inflow

  • Send amessage to User chat: Send a message to the customer or communicate with your team member via internal note

  • Send message to Team chat: Send a message to the team chat with the user chat link

  • User tags

  • Custom action(coming soon)

Change state

You can set the chat status. You can either leave the chat status open without doing anything or close the chat.

If the chat is opened and you select “open”, the chat will be remained open.

FAQ

What happens when multiple chat automation rules exist in the same conditions?

Chat automation rules are arranged based on their priority. If there are multiple rules under the same conditions, the rule located at the top of the list will operate first.

Can you set the automation rules by day or hour?

Unfortunately, it is not possible to set up the chat automated rule to operate at specific times. Currently, you can only set the automation rule during operating hours only or non-operating hours only.

A message is automatically sent to the closed chat. How to avoid this?

If you don’t want to send the automated message to a closed chat, add a filter through

  • [Filtering] - [Chat info] - [Chat Status] - [Opened]