Support bot configuration

1. Step

   • This 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.

2. Home

   • This is the first message customers see on the support bot. Please include your greetings.

3. Button

   • A 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 Content

1. Go to [Operations] - [Support Bot ] - Click [New Support Bot].

   

2. Click the "Use template" button if you want to use the pre-made support bot or click the "Create a new bot" if you want to create your own support bot.

   

3. By creating the steps - home - buttons, you can design your own support bot following the scenario.

Compose message

• Craft 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 up

  By clicking the "Duplicate existing button", you can duplicate [ Message / Option / Action] from the previous step.

  

Set up buttons

Consider 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.

1. Enter a button name and click the [Save] button.

2. You can create a new button by clicking [+ Add Button](You can add up to 10 buttons).

Link a button to a support bot step

• This 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 bot

• You 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.

1. Enable chat during non-operating hours: After the support bot is ended, a message input window will appear.

2. Do not receive new chats during non-operating hours: The message input window will not appear after the support bot is ended.

   

Set up actions

You can set actions, such as assigning a person in charge or automatically attaching a chat tag at the corresponding step.

• Assign / Unassign

  • You can assign/unassign a person in charge at the corresponding step.

• Add Follower

  • If 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 tags

  • Add chat tags to classify customer inquiries.

• Add chat description

  • You can leave a memo for specific steps

• Reply in chat

  • An action that sends a message to a customer or in an internal conversation when a step has been reached.

• User tags

  • This action adds a customer tag that can categorize customers.

• Custom action

  • This is an action that sends an email/text directly from the support bot. (Coming soon)

Set up the operation

1. Bot Profile

   • Please 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.

   

2. Private Mode

   • If 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.

     

3. Day and time settings

   • You can set up support bots to operate 24 hours / during operating hours only/ during non-operating hours only.

     

Set up the target page

1. All pages

   • If you do not set specific page conditions, support bots will be displayed on all pages on the website.

     

2. Specific pages

   • Matches 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.

     

Set up the Filter

By 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 & AND options.

1. Target all audiences: The support bot will display for all customers

2. Target 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 "Import Segment" button.

   • Example) When you want to expose only to member customers.

Import Support Bot

If you are operating multiple channels, you can export the support bot from one channel to another and use it without creating a new one.

1. Export Support bot

   Click [3 dots] on the support bot page you would like to export→ click [Export data] to download it as a json file.

   

2. Import Support bot

   Click [+New Support Bot] and click [Import bot].

   

Duplicate Support Bot

To 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.

FAQ

I 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:

1. Prepare the URL for the desired page.

2. Enter the URL in https://channel.io/check-canonical-url and click on the "Check" button.

3. The URL that appears after "Canonical URL" 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.