This article is designed as a sequel to our express onboarding, where we explained how to deploy a basic strategy on iAdvize. In this article, we explain how you can improve this strategy to address more visitors by combining a chatbot and a conversation queue.
If you don’t want to use a chatbot, you can also deploy conversation queues only, by following this article.
1. Create a new skill
2. Create a chatbot and change its scenario
2.1 Set up your chatbot's profile
2.2 Adjust your scenario
- welcome sentences
- a branch redirecting to Covid info
- a branch redirecting to delivery info
- a branch transferring to agents
- the chatbot’s purpose is to redirect visitors toward the relevant information, or to get some information it transfers to agents, saving time
- for this reason, the scenario must remain simple, so that your visitors don’t get lost, nor have to wait
- for the same reasons, keep your messages short and concise
- make sure that each branch of the scenario ends in a positive and reassuring way for your visitors, such as a greeting or the assurance that their message is being transferred to an agent.
3. Integrate your new chatbot in your routing
3.1 Create a new routing group
In the “Engagement” section, “Routing” tab, pick “routing group” in the Drop menu and click on the green +
Name this group “orientation chatbot”. Pick “skills”, “matches one of the values” and “ orientation of all visitors”. Save.
3.2 Change your routing rule
Still in the “Routing” tab; pick “routing rule” in the drop menu.
Click on the pencil on the right of your exisiting routing rule; "to answer team"
In the section “Send the conversations from these targeting rules…” delete the targeting rule called “welcome all visitors + 10s” and save.
3.3 Create a new routing rule
Still in the “Routing” tab, drop menu “routing rules”, click on the green + and name your new rule, for example “to orientation chatbot”.
In the following section, “Define the distribution for each group”, click on “add routing rules” on the right. Select your new routing group “to orientation chatbot”.
Then, in the main menu, on the right of the name “orientation chatbot", type 0 in “slots in conversation queue”, then save.
To improve your agents’ productivity, you can also add conversation queues.
4. Set your conversation queue
4.1 Extend your conversation queue
This feature allows your agents to handle some conversations in an asynchronous way, “smoothing” the way they handle conversations and increasing their productivity. If your visitors have left the website by the time the agents handle their message, they will be notified of their answer by email.
If you want to activate this feature, remain in the “Engagement”→”routing”→” routing rule section” and simply click on the pencil on the right of your routing rule “to answer team” to modify it again.
In section 2 “Define the distribution for each group”, you can write in the “slots in the conversation queue” column a value that rougly corresponds to the following formula:
number of agents in your team * average handling capacity per hour * available time that you do not wish to dedicate to live messages
For example: if a 5-people team handles on average 10 messages per hour, per agent, and usually have 3 off-peak hours in a working day, then the formula is 5 * 10 * 3 = 150 slots in a queue, which is significant.
As a precaution, you can set a slightly lower number of slots to see how your agents can handle it, then progressively adjust this number according to their performance: you now know how to set this number, and any change will take immediate effect on your conversational strategy.
4.2 Train your team
You just increased your answering capacity, as your agents may now handle conversations with a delay. They also have new features on their panel, such as the “snooze” button, and must be trained to use them.
You can do that in a few minutes thanks to the course “iAdvize Messenger, for agents”, available on iAdvize Academy.