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 Form

1. Go 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.

2. Click the [Forms] button at the stage where you want to add the support bot form.

   

Form details

• Question: 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 profile

• You can save the customer'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 "Do not save". However, if you do not save the answer, you will not be able to see the information in Contacts.

  

Data type

• The selectable question types vary depending on the data type.

  Data type	Question type
  Boolean (Yes / No)
  String (Text)	Single radio button, Single drop-down, Text
  Number (Number)	Single radio button, Single drop-down, Text
  Date (Date)	Single radio button, Single drop-down, Calendar
  DateTime (Date / Time)	Date and time calendar, Single radio button, Single drop-down
  List (Text & multiple selections)	Checkbox, Multiple select drop-down

• When 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 notifications

• You 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.

  

1. Create a group chat where you want to send a notification.

   • How to set: [Team chat] - [Public group] - [+ Button] - [+ create new group]

     

2. Set the [Action] in the Support bot.

   • How to set: [Operation] - [Support bot] - [Support bot step] - [Action] - [Send message to Team chat]

     

3. 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.

   

4. 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 )

FAQ

Do 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, if

1. the relevant information is required for the customer to enter and

2. the 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.