In the response bot that you have created in the Qontak Chatbot, you can make additional settings, namely, Resolve conversations to finish conversations automatically and assign agents to certain conversations.
A. Resolve Conversation
You can also set up a response bot to finish the conversation automatically. This setting works if you want the bot to finish a conversation that the questioner has not responded to. Here are the steps:
- If you want to set a response bot to finish the conversation, you can click on one of the Bot Responses that you want to set.
- Then, you will see a pop-up Bot response settings. In the Additional settings section, select Resolve Conversation.
- Then fill in the Closing Message to close the conversation.
- Check Set user idle time to set the idle time before the bot closes the conversation (optional).
- Click “Save”.
B. Assign Agent
In the Qontak Chatbot, you can also set up a custom conversation by specifying who the agent will connect with the questioner (Assign Conversation). With this action, if the bot has responded to the incoming user input, the system will automatically assign an agent to continue the conversation.
- If you want to set a response bot to assign an agent, you can click on one of the Bot Responses you want to set.
- Then, you will see a pop-up Bot response settings. In the Additional settings section, select Assign conversation.
- Next set how the system will determine who the agent in charge of responding to conversations from the questioner is.
- Auto: The system will automatically select an active or online agent to respond to the conversation, the system is round-robin or randomly selected.
- Division: The system will assign agents based on the division you select here (choose from the chat panel).
- Agent: Choose which agent to assign (choose from the chat panel). - Check Set user idle time to set the idle time before the bot closes the conversation (optional).
- Click “Save.
C. API Integration
This feature allows you to connect the system with the chatbot via an API allowing the bot to send/retrieve/store/query data from the end user to the client system.
- Click one of the response bots you want to set.
- Enter the API integration tab.
- Tick the Use API integration.
- Select the Connection you created earlier in the Chatbot Settings section.
- Select the API method and enter the API path.
- And enter other information (optional), such as API header, API body, API response body success, API response body value, and API fallback bot response.
- Then, click "Save".
