Configuring Hotline Chatbots
You can easily configure Hotline Chatbots to automatically triage and reroute incoming Hotline Requests based on user responses to questions you define to determine how Requests should be handled.
 |
You can define Hotline Chatbots for any Hotline Group over which you have admin rights.
|
To configure this functionality, you must have permission to manage the Hotlines for which you want to configure triage automation.
To configure Hotline Chatbots:
1. In the Admin Console, on the Hotlines tab, click the Hotline for which you want to configure triage automation, and then on the Settings page, expand the Chatbot node.
2. To customize automatic responses sent to users during the hours when the Hotline is open or closed, in the Type list, click Simple, and then in the Open and Closed fields, enter the message you want to send.
3. To configure multi-step triage automation based on user-provided information, click Advanced, and then click Add Step and complete the fields as follows:
|
Field
|
Action
|
|---|---|
|
Step Type
|
Click one of the following:
• Free Text to ask questions that users answer by entering freeform text..
• Multiple Choice to ask users a question and click options to provide their answers.
• Close to close the Request based on user-provided information that indicates additional support is not needed.
• Escalate to escalate the Request to another Hotline or expert who can best address the Request.
|
|
Bot Message Text
|
The message you want to send to users when their Requests are being moved through the triage automation flow. For example, depending on the selected Step Type option:
• Free Text: Introductory information or open-ended questions that don't fit multiple-choice options, such as Please describe the problem in more detail.
• Multiple Choice: A question, such as Which operating system are you using?
◦ Click Add Choice to define up to 5 options users can click in the Choice field, and select a chatbot step in the Next Step field.
• Close: Details on the reason why the Request is being closed, such as We do not support your operating system version. Upgrade to a supported version and try again.
• Escalate: Information about where the Request is being routed, such as We are escalating your request to the Installation Hotline.
|
|
Next Step
|
Click Add Step again and define the next action in the triage flow, and then select that step in the Next Step field in previous automation flow steps as needed.
|
|
Escalate To
|
For the Escalate option, click a Hotline or expert to reroute the Request. To escalate to Hotlines or experts based on multiple-choice responses, select steps and choices that trigger escalation to specific destinations. By default, if you leave this field blank, the Request remains in the Hotline Queue for the Hotline to which it was originally sent.
|
For more information: