You can use the Chatbot feature on Mekari Qontak Omnichannel. The Chatbot feature can be used to respond to simple conversations like a human, making communication with your customers easier. You can customize this feature according to your needs through the Settings tab in the Chatbot Menu.
Important
To activate the chatbot feature, you can contact the Qontak support team at support-qontak@mekari.com first.
Here are the steps to manage chatbot settings.
A. AI Response
Here, you can customize the response flow to continue the conversation. You can hand over to an agent or continue the conversation when you reach the 10 threshold.
- Go to the Chatbot menu.
-
Then click Chatbot settings and select AI Response. You will be directed to the following settings page.
No. Option Name Description 1 Any available agent Assigns the conversation to an active agent randomly selected by the system. You can add a Handover message so the conversation is not interrupted and the customer can wait for an agent. 2 Specific division Assigns the conversation to an agent in a specific division. If you choose this, you must specify the division. Then, you can add a Handover message so the conversation is not interrupted and the customer can wait for an agent. 3 Specific agent Assigns the conversation to a specific agent. If you choose this, you must specify which agent. Then, you can add a Handover message so the conversation is not interrupted and the customer can wait for an agent. - Select “Save” if the settings are correct.
B. Idle Action
With this feature, you can set actions for conversation inactivity with customers and customize specific bot responses.
- Go to the Chatbot menu.
-
Then click Chatbot settings and select Idle Action. You will be directed to the following settings page.
No. Feature Name Description 1 None No Idle action. 2 Resolve conversation Resolve the conversation when there is no response or activity in the chat room. You can set the amount of time in hours (hours) and/or minutes (minutes) that the customer does not respond in the Customer idle time field. Then, complete the closing message in the Closing message field. 3 Assign conversation Assign an agent if there is no response or activity in the chat room. You can set the amount of time in hours (hours) and/or minutes (minutes) that the customer does not respond in the Customer idle time field.
Then, specify how the system assigns the agent in the Assign to section, with the following rules:
- Auto: Assigns the conversation to an active agent randomly selected by the system.
- Division: Assigns the conversation to an agent in a specific division. You can select the division.
- Agent: Assigns the conversation to a specific agent. You can select the agent.Then, complete the closing message in the Closing message field.
- Select “Save” if the settings are correct.
C. API Integration
This feature allows you to connect the system with the chatbot via API, enabling the bot to send / retrieve / store / inquire data from the end user to the client system.
Go to the Chatbot menu.
-
Then click Chatbot settings and select API Integration. You will be directed to the following settings page. You can create a new API Integration by clicking the “Add API connection” button.
You can see the list of API Integrations you have created on this page. Additionally, you can
edit them by clicking the “pencil” icon or delete them by clicking the “trash” icon. -
Then, fill in the API Connection form in the available fields.
No. Field Name Description 1 Connection name You must fill in the connection name here.
Example: Qontak API.
2 Description You must fill in this field with your connection description.
Example: To connect the chatbot with the Qontak CRM system.
3 Code You must fill in this field with your connection code.
Example: QONTAK_CRM, JURNAL API.
4 Base URL You must fill in this field with your API base URL.
Example: https://api.jurnal.id
5 Settings You can fill in this field with your authentication settings such as username, password, and others.
Example: {"owner_email":"sandbox@qontak.com"}.6 Headers You can fill in this field with your payload. We recommend inputting headers for smoother operation.
Example: {"apikey":"xxxxxxxx"}
7 Token Fill this field with your account's API token. We recommend making it long-lasting/permanent for token duration.
Example: {"token_type":"bearer","access_token":"","expires_in"
:,"refresh_token":"","created_at":} - If all fields, especially the required fields, have been filled in correctly, click “Add” to add the API Connection.
D. CRM Integration
To use this feature, you need to activate Qontak CRM first and connect it with your Qontak Omnichannel. You can learn the guide here.
- If the CRM is already connected, you can go to the Chatbot menu.
Then click Chatbot settings and select CRM Integration. You will be directed to the following settings page. On this page, you can manage the connected CRM integrations.
-
You can edit integration details by clicking “Action”, then click Edit deal settings.
- You can also delete connected CRM Integration by clicking Delete deal settings.
- You can also access the Qontak CRM deal settings sidebar through Bot response Chatbot Conversation. -
The Edit deal settings sidebar will appear as follows.
No. Field/Button Name Description 1 Deal setting Click to activate and click again to deactivate the integration. 2 Pipeline Click to select which pipeline (based on CRM) you want to integrate. 3 Stage Click to select which stage (based on CRM) you want to integrate. 4 Deal name Enter the name of this deal. 5 Owner Select the owner of this deal (based on CRM). 6 Source Select the source of this transaction. 7 Customer contact association Check to include customer contact information in the created transaction. - Click “Save changes” to save the changes.
That’s how to configure chatbot conversations. Find add-ons and product recommendations for you, here.