Decrease time spent on routine customer inquiries and prioritize meaningful conversations using Channel Talk's Support bot.

Support Bot

The Operation add-on streamlines processes by automating repetitive tasks and offers valuable insights for business growth through chat analysis.

Operation

Initiate communication with your customers through the powerful and user-friendly marketing feature of Channel Talk.

Marketing

Explore the pricing options and subscription methods available on Channel Talk, and select a plan that suits the needs of your business.

Billing & Subscription

Simplify customer service and internal collaboration by using Channel Talk's Team Chat for both customer interactions and team communication.

Team Chat

NaverTalk

Streamline customer support by connecting your email inbox to Channel Talk, allowing you to manage inquiries in a single platform. And to provide a personalized experience, you change the sender's email address through email DNS settings.

Email

Kakao

Link your Instagram to handle direct messages from customers and promote your brand with new Instagram posts through Channel Talk.

Instagram

Streamline customer interactions across multiple platforms by integrating external services with Channel Talk.

Integrations

Basic chat settings are gathered here. You can create a greeting message or set your operating hours.

Chat Settings

Customize the Channel Talk plugin and chat lounge to reflect your brand and connect with customers.

General Settings

Apply your company's existing team structure to Channel Talk as well. Invite team members to the channel, group them according to purpose, and enhance communication efficiency.

Teammates

Learn how to set up Channel Talk, from channel profile to security settings.

Settings

Channel Talk can be easily installed on your homepage. Simply follow the provided installation guide to set up the Channel Talk plug-in and start communicating with your customers.

Installation

A successful CRM strategy begins with understanding your customers. Easily locate and manage your regular customers using the Contacts feature on Channel Talk.

Effective communication with customers is key to growing your business. Discover how to connect with them using Channel Talk

Live Chat

Are you new to Channel Talk? This article is just for you!

Getting Started

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meet-call

Support Bot AnalyticsReportsBy setting the time period, you can see the trend of customers who used the Support bot and reached “Connect to manager”.Step AnalysisIf you click the [Step Analysis] button in the upper right corner of the Support bot screen, you can see how customers have used the Support bot from the time it was first published (or republished after modification) to the time it was updated, until the next publication.In-depth Analysis of ReportsStart: Number of clicks to start the Support bot.End: Number of clicks to end the Support bot.Connect to managerNumber of cases where customers created a user chat by entering text in the chat window after the Support bot ended.Check the conversion rate for each stepYou can check the conversion rate for each step when you hover over the right arrow(&gt;).The % shown in each stage is the conversion rate from the first stage of the Support bot.If you hover your mouse over the line graph, you can check the number and percentage of cases for each date.It is also possible to see only the trend change of the desired status graphs by ticking/unticking the checkbox.Leverage Step AnalysisYou can check the content of each step and the buttons included. The screen on the left shows the step analysis for each selected button.You can share the step analysis link with your team members to review the results together.To review the next step’s results, press the numbers in the bubbles(numbers represent the number of response buttons).You can review your customer’s choice records for each stage.Views: Number of times the multiple choice button was clicked.Connections: Number of times that user chat is created in the last stage of the Support bot.Drop-offs: Number of times the customer exits without moving on to the next step →Includes leaving the site without pressing any button or leaving a message or closing the Channel Talk widgetNumbers in green: Percentage of customers who pressed each button at that stageNumbers in red: Percentage of customers that exited at that stageCheck Support bot publication historyIf you edit the Support bot(add stage, edit and change text content, add or delete action button, etc.) after publishing, the data will be saved with a new publishing time.If only the operating conditions of the Support bot change such as the target audience, it will not be captured as a new publication.If there are multiple publishing dates, the step analysis shows the numbers from when the selected publishing date started to the next publication date.Download Support Bot DataUse Support bot data to manage consultations efficiently.Only the channel owners can download the Support bot data.The data download history will be recorded and the channel owners can review the download history records for up to 1 year.Download dataSelect the Support bot you would like to download statistical reports from.Press the [ ••• button] in the upper right corner and click Download data.Type the reason for downloading the data, and set the file password. (If you forget your password after downloading, please download it again as you won&#39;t be able to open the file.)It may take a few minutes to download.Data AnalysisThe Support bot data can download for the entire period of operation regardless of the time setting.Data ValueDescriptionSupport bot dataBasic information of the selected Support bot (as shown in the Support bot summary)Support bot Daily Stats dataDaily inflow records for the set period (Support bot started→Support bot ended → New user chat created)Support bot Revisions dataRepublication date after modification (list of publications shown in the step analysis)Support bot Path Stats dataThe number of customer inflow records per stepSupport Bot datasheetData ValueDescriptionNotesSupportBotIdA unique ID of the Support botDateDateStartNumber of Support bot launchesStopNumber of Support bot endsChatOpenNumber of agent connectionsWhen the new user chat is openedSupport Bot Daily Stats datasheetData valueDescriptionNotesSupportBotIdA unique ID of the Support botDateDateShows the entire duration of the Support bot per dayStartNumber of Support bot launches dailyStopNumber of Support bot ends dailyChatOpenNumber of agent connections dailySupport Bot Revisions datasheetData ValueDescriptionNotesSupportBotIdA unique ID of the Support botRevisionIdA unique ID is assigned each time you modify and republish the Support botcreatedAtThe time when the Support bot was republishedsectionsMapEach step’s nameSupport Bot Path Stats datasheetData ValueDescriptionNotesSupportBotIdA unique ID of the Support botRevisionIdA unique ID is assigned each time you modify and republish the Support botSectionPathRecord of the Support bot path section that the customer chose on the edited versionCountNumber of executions on each step of the Support botThe number of times the customer has moved to the next step by clicking buttonsChatOpenNumber of connections to agentsWhen the new user chat is openedFAQWhy is the step analysis shown by publication history?Even a minor Support bot step update can affect the customer&#39;s choice as well as the outcome of the statistical report. Therefore, the performance is set to be measured from the time it is published after modification.

Support Bot Performance Analytics

Support bot configurationStepThis is the message area that is automatically sent when a customer clicks a specific reply button.You can create content to convey, including text, images, videos, and forms.HomeThis is the first message customers see on the support bot. Please include your greetings.ButtonA button that customers can click on the Support bot.-The button and step need to be linked so that appropriate messages can be sent when the customer clicks the button.Create ContentGo to [Operations] - [Support Bot ] - Click [New Support Bot].Click the &#34;Use template&#34; button if you want to use the pre-made support bot or click the &#34;Create a new bot&#34; if you want to create your own support bot.By creating the steps - home - buttons, you can design your own support bot following the scenario.Compose messageCraft opening messages for your chatbot.It allows for flexible customization with the option to add images, videos, links, and support forms to your message.To compose your message, simply click the [+ Add message] button and enter the desired text into the new speech bubble.Personalize your message even further by using custom variables, which draw from stored customer information to provide a personalized experience.How to duplicate [Message / Option / Action] from the previous step set upBy clicking the &#34;Duplicate existing button&#34;, you can duplicate [Message / Option / Action] from the previous step.Set up buttonsConsider the common inquiries posed by your customers and create buttons to provide quick, efficient answers. This can streamline the customer experience and improve overall satisfaction.Enter a button name and click the [Save] button.You can create a new button by clicking [+ Add Button](You can add up to 10 buttons).Link a button to a support bot stepThis allows for the automatic selection and sending of a predefined message to customers upon clicking the button.Please turn on the toggle on the right and select the desired step to associate with the button click.If you desire to add a new step, you can create a new one by clicking [+Add step].End the support botYou can end the support bot to open an input window where the customer can leave a message.When a customer types a message in the chat window and sends it, a new chat starts in the inbox and you can start the conversation.Depending on the operating hours, the input window display will change.Enable chat during non-operating hours: After the support bot is ended, a message input window will appear.Do not receive new chats during non-operating hours: The message input window will not appear after the support bot is ended.Set up actionsYou can set actions, such as assigning a person in charge or automatically attaching a chat tag at the corresponding step.Assign / UnassignYou can assign/unassign a person in charge at the corresponding step.Add FollowerIf you want to add a follower to assist with customer inquiries, you can do so by clicking the Add follower button. Multiple followers can be added.Add chat tagsAdd chat tags to classify customer inquiries.Add chat descriptionYou can leave a memo for specific stepsReply in chatAn action that sends a message to a customer or in an internal conversation when a step has been reached.User tagsThis action adds a customer tag that can categorize customers.Custom actionThis is an action that sends an email/text directly from the support bot. (Coming soon)Set up the operationBot ProfilePlease select a bot profile to represent your brand by clicking Bot profile settings.You can also create your own bot profile you would like to use.Private ModeIf you enable ‘Private Mode’, the support bot is not exposed on the website or app.Since you can only access the link to the support bot, you can test it before publishing it publicly or use it when you want to send the support bot link to certain customers only.Priority, support bot operating hours, and page target settings are not applied when private mode is on.You can copy the Support bot link by clicking the [Clip] button in the upper right corner.Support bot link for customers is also available as a QR code. You can display a QR code image in your brick-and-mortar store or in your product descriptions to easily lead customers talk to you.Day and time settingsYou can set up support bots to operate 24 hours / during operating hours only/ during non-operating hours only.Set up the target pageAll pagesIf you do not set specific page conditions, support bots will be displayed on all pages on the website.Specific pagesMatches any of the following conditions: Exposed when the page contains any of the keywords shop or new.All of the following conditions must be met: The page must contain both the keywords shop and new to be exposed.If there are multiple support bots in operation on the same page, only one support bot will appear following the order below:Support bot with filtering option and targetting specific pagesSupport bot with no filtering optionSet up the FilterBy adding filters, you can select the target audience. You can also import the segment you’ve created from Contacts. You can add multiple filters to set the specific target audience using OR &amp; AND options.Target all audiences: The support bot will display for all customersTarget specific audiences: The support bot will display to targeted customers following filters.Click the [+Add filter] button to set the desired customer filters.You can also import the segments from Contacts by clicking the &#34;Import Segment&#34; button.Example) When you want to expose only to member customers.Import Support BotIf you are operating multiple channels, you can export the support bot from one channel to another and use it without creating a new one.Export Support botClick [3 dots] on the support bot page you would like to export→ click [Export data] to download it as a json file.Import Support botClick [+New Support Bot] and click [Import bot].Duplicate Support BotTo create a new support bot with the same settings as an existing one, click [More] - [Duplicate]. This will replicate all the settings of the original support bot.FAQI don’t see my support bot on my website.To use the support bot feature, you need to subscribe to operation add-ons. Please double check if you are subscribed to the “Support bot” add-on by following the steps below:[Channel Settings] - [Billing] - [Subscription]Is it possible to send to the customer a direct link to the published support bot?It is possible. However, please note that existing customer information will not be linked as the support bot operates in a new window, not on the website.I want the greeting message I set up to appear first before the support bot.If you set the support bot, the start context of the support bot will be displayed only and the greeting message will not appear.How should I configure the Page?The Page should have a standard URL (Canonical URL) which you need to check and set up. To do this, follow these steps:Prepare the URL for the desired page.Enter the URL in https://channel.io/check-canonical-url and click on the &#34;Check&#34; button.The URL that appears after &#34;Canonical URL&#34; is the Page. Please use this link as page information. (→ Go to Support Bot page target setting)How can I customize the canonical URL?Customizing the canonical URL requires the assistance of a developer. You can forward the following developer guide to your internal development team: https://developers.channel.io/reference/page-en.

Support Bot Settings

What is a support bot form?With Channel Talk’s support bot form, you can obtain customer information and store it in your Contacts for future CRM marketing such as product recommendations based on their needs or offering discount coupons to increase retention rate.Create a Support Bot FormGo to [Operation] - [Support Bot]If you want to add a support bot form to an existing support bot: Click the corresponding support bot and click the [Edit] button.If you are creating a new support bot with the support bot form: Click the [Create a Support Bot] button.Click the [Forms] button at the stage where you want to add the support bot form.Form detailsQuestion: Type the question you would like to ask your customer.Required:Opt-in: The customer can only proceed to the next step after answering the form.Opt-out: The customer can proceed to the next step without answering the form.Questions with the opt-in required button will be marked with * at the end of the question.Save to customer profileYou can save the customer&#39;s answer to the customer profile in Contacts.Please select the customer profile information (data key) from the correct profile data key that matches the question and answer. (→Learn more about how to create customer profile information)If you do not want to save it to your customer profile, select &#34;Do not save&#34;. However, if you do not save the answer, you will not be able to see the information in Contacts.Data typeThe selectable question types vary depending on the data type.Data typeQuestion typeBoolean (Yes / No)String (Text)Single radio button, Single drop-down, TextNumber (Number)Single radio button, Single drop-down, TextDate (Date)Single radio button, Single drop-down, CalendarDateTime (Date / Time)Date and time calendar, Single radio button, Single drop-downList (Text &amp; multiple selections)Checkbox, Multiple select drop-downWhen linking with customer profile information, you need to match the customer profile data key and customer profile data type to save received data.If the data key and type do not match the customer profile information, it will not be updated on the Contacts tab.You can check the data key and data type by visiting [Channel settings] - [General] - [Customer profile data].Set up form submission notificationsYou can now send a notification to the Team chat to review the submitted support bot form information.After receiving the form submission notification, you can click the user chat link to start the conversation right away.Create a group chat where you want to send a notification.How to set: [Team chat] - [Public group] - [+ Button] - [+ create new group]Set the [Action] in the Support bot.How to set: [Operation] - [Support bot] - [Support bot step] - [Action] - [Send message to Team chat]After selecting a public group chat to send notifications for, you can type the message if you want to send it together with the chat URL, and you are done.When a customer clicks the [Submit] button after entering information in the Support bot form, a notification will be sent to the assigned group chat.(You can only review the information once it’s submitted )FAQDo I need to create a new support bot that was already used?The newly added feature does not affect the existing support bots. However, if you want to add the support bot form to the existing support bot, you can do so by editing it.If I set multiple question types to be selected, will they all be updated in the Contacts?When setting up the Support bot form, ifthe relevant information is required for the customer to enter andthe data key and type of the customer information data match, multiple selected values are saved in the Contacts.Will there be any privacy-related issues if we ask customers for too much information?Channel Talk is a consignment operator in a consignment business relationship with a customer. Even if customer information is collected through the Support bot form, the terms and conditions for the use of customer information are not displayed in the Support bot because the subject who actually uses the information is the [Client]. In relation to the collection and use of personal information, if there is a site membership agreement or a notice on the site, we recommend that you add a Channel Talk-related item to the relevant agreement.We recommend you obtain consent directly by providing a guide and a checkbox for consent through the Support bot form function. If you need a consignment contract, you can proceed with the contract through electronic signature.Can I add chat tags for people who respond to the Support bot form separately?You can add [Chat Tag] through [Action] for each stage of the Support bot. Even if the customer does not start the consultation after submitting the support bot form, the assigned chat tag for the support bot will be added. By setting this, you can distinguish which lead(new customer contacts) was obtained from which support bot.If the customer leaves without clicking the submit button, will the information entered in the Support bot form be saved?If the customer does not click the [Submit] button, the information is not saved in the Contacts.

Support Bot Form

You need to subscribe to the Support bot and Marketing add-ons to use this feature.You can obtain customer information with a simple question through the support bot form without a membership sign-up process.For those who sell high-involvement products, this is a great opportunity to increase your conversion rate by approaching your customers first while they’re browsing your website!Create an outbound support botConnect in marketing settingsSelect a marketing one-time message or a campaign transmission method according to the situation.Click [Send a Support Bot] - Load the saved Support Bot.Bubble: The first message of the support bot is shown in a bubble.Support Bot: Full-screen exposure of Support Bot.Publish the campaign message after setting the target audience and marketing operating conditions.(→To learn more about one-time messages)(→To learn more about campaign messages)Connect in support bot settingsSelect either [Connect to one-time message] or [Connect to campaign] in Step 5 of the Supportbot setting screen.When you click [Create One-Time Message], you will be directed to the one-time message screen, then complete the settings.When you click [Create Campaign], you will be directed to the campaign message screen, and complete the settings.FAQWhen I publish a new marketing campaign, do customers get two identical messages even though they already received the previous one that hasn’t been viewed?If you create a new campaign for the same target audience or marketing conditions, customers who received the message through the existing campaign can receive it again. If you want to avoid this, there is a way to republish an existing campaign without creating a new one.Alternatively, we recommend that you edit the content of the newly created campaign so that you do not receive the same message again.I’ve set the campaign to send a support bot, but the support bot does not appear on some pages.If there is a support bot with the same [target audience] or [page target] as the marketing campaign, the support bot will be automatically linked to a marketing campaign.If the marketing campaign set up to connect a support bot does not match the target conditions with the selected &#39;support bot&#39;, it will not appear.

Outbound Support Bot

You need to subscribe to the Support bot add-on to use this feature.Support botSupport bot is a powerful chatbot function of Channel Talk that allows you to quickly resolve simple customer inquiries in a few clicks. You can also approach customers first when they visit your website and get customer information.With the Support bot, you don&#39;t need to worry about the operating hours! The support bot acts as an online clerk available 24/7 to engage with your customers.Chatbot with Multiple Choice QuestionsReduce the required manpower resource for consultation by quickly answering simple inquiries. You can customize support bots and set up different support bots on different pages.Examples of chatbots with multiple choice questionsExample 1) Reduce repetitive inquiriesBy placing buttons focusing on simple repeated inquiries located in the “Start Context” panel, customers can quickly get the answers to their inquiries.Example 2. Recommend a product Before recommending a product, you can set up questions to understand the customer’s preferences.Support Bot FormYou can easily obtain customer information such as gender, preferred color, reservation information, etc. before starting a conversation without the member signup process.Examples of using support bot formsOutbound Support BotYou can approach customers who visit your website through the Outbound Support Bot feature. This is one of the most highlighted features in acquiring leads(potential customer contacts) and it can contribute to your business&#39;s success.Examples of using outbound support botsExample 1) Get required information for sales by targeting customers who are viewing the pricing page.You can ask for the budget, specific product type, and send introductions and quotations.Example 2) Get information by asking for customer information on the website for booking.You can easily set a reservation date by asking for their name, desired consultation type, and desired date.Support Bot Statistics and Step AnalysisYou can check the Support Bot performance in real-time. In step analysis, we provide statistics for each button and you can also download data in CSV format.FAQHow is it different from AI chatbots?Channel Talk&#39;s support bot is a chatbot that operates based on a set scenario. You can design and create your own scenarios according to the conditions of your target customers.To use AI chatbots, a sufficient database needs to be collected first and currently, AI technology is dependent on collected data. Using AI technology may not be the best option to use since you may encounter limitations. Therefore, we need a chatbot that clearly works according to the scenario, and our support bot will be the right choice!The AI chatbot is coming soon, please stay tuned!