You can use the Chatbot feature on Mekari Qontak Omnichannel. The Chatbot feature can be used to respond to simple conversations like humans, so it can make communication with your customers easier. You can set this feature according to your needs via the Settings tab on the Chabot Menu.
Important
To activate the chatbot feature, you can contact the Qontak support team at support-qontak@mekari.com first.
Berikut adalah langkah - langkah mengelola pengaturan chatbot.
A. AI Response
Here, you can customize the response flow to continue the conversation. You can hand it over to an agent or continue the conversation when you reach the 10 threshold.
- Enter the Chatbot menu.
- Then click Chatbot settings and select AI Response. Then, you will be directed to the following settings page.
No. Assign to Description 1 Any available agent Assigns conversations to active agents randomly determined by the system. You can add a Handover message so that the conversation is not interrupted and the customer can wait for the agent. 2 Specific division Assign conversations to agents who are in specific divisions. If you choose this, you must determine the division. Then, you can add a Handover message so that the conversation is not interrupted and the customer can wait for the agent. 3 Specific agent Assign conversations to specific agents. If you choose this, you must determine who the agent is. Then, you can add a Handover message so that the conversation is not interrupted and the customer can wait for the agent. - Select “Save” if the settings are correct.
B. Idle Action
With this feature, you can set conversation inactivity actions with customers and customize specific bot responses.
- Enter the Chatbot menu.
- Then click Chatbot settings and select Idle Action. Then, you will be directed to the following settings page.
No. Action Description 1 None There is no Idle action. 2 Resolve conversation Finish the conversation if there is no response or conversation activity in the chat room. You can determine the amount of time in hours and/or minutes for which the customer does not reply in the Customer idle time column. Then, also complete the message closing the conversation in the Closing message column. 3 Assign conversation Assign an agent if there is no response or conversation activity in the chat room. You can determine the amount of time in hours and/or minutes for which the customer does not reply in the Customer idle time column.
Then, determine how the system assigns agents in the Assign to section, with the following rules:
- Auto: Assigns the conversation to an active agent determined randomly by the system.
- Division: Assign conversations to agents who are in a specific division. You can select the division.
- Agent: Assigns a conversation to a specific agent. You can choose the agent.Then, also complete the message closing the conversation in the Closing message column.
- Select “Save” if the settings are correct.
C. API Integration
This feature allows you to connect the system with a chatbot via API, allowing the bot to send / retrieve / save / ask data from the end user to the client system.
- Enter the Chatbot menu.
- Then click Chatbot settings and select API Integration. Then, 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 a list of API Integrations that you have created on this page. Additionally, you can edit it by clicking the “pencil” icon or delete it by clicking the “trash can” icon.
- Next, fill in the API Connection form in the columns provided.
No. Column Name Description 1 Connection name You are required to fill in the connection name here.
Example: Qontak API.
2 Description You are required to fill in this column with a description of your connection.
Example: To connect the chatbot with the Qontak CRM system.
3 Code You are required to fill in this column with your connection code.
Example: QONTAK_CRM, JURNAL API.
4 Base URL You are required to fill in this field with the base URL of your API.
Example: https://api.jurnal.id
5 Settings You can fill in these fields with your authentication settings such as username, password, and so on.
Example: {"owner_email":"sandbox@qontak.com"}.6 Headers You can fill this column with your payload. We recommend input in the header to make things smoother.
Example: {"apikey":"xxxxxxxx"}
7 Token Fill in this field with your account's API token. We recommend making it last long/forever for a token time.
Example: {"token_type":"bearer","access_token":"","expires_in":
,"refresh_token":"","created_at":} - If all columns, especially the mandatory columns, 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 to your Qontak Omnichannel. You can learn the guide, here.
- If the CRM is connected, then you can enter the Chatbot menu.
- Then click Chatbot settings and select CRM Integration. Then, you will be directed to the following settings page. On this page, you can manage connected CRM integrations.
- You can change the integration details by clicking “Action” , and then clicking Edit deal settings.
- You can also delete connected CRM Integrations by clicking Delete deal settings.
- You can also access the Qontak CRM deal settings sidebar via the Chatbot Conversation response bot. - Therefore, the Edit deal settings sidebar appears as follows.
No. Column/Button Name Description 1 Deal setting Click to enable and click again to deactivate integration. 2 Pipelines Click to select what pipeline (based on CRM) you want to integrate. 3 Stages Click to select what stage (based on CRM) to integrate with. 4 Deal name Enter the name of this deal. 5 Owner Select the owner of this deal (based on CRM). 6 Source Select where this transaction came from. 7 Customer contact association Check to include customer contact information in created transactions. - Click “Save changes” to save the changes.
That's how to organize a chatbot conversation. Find add-ons and recommended products for you, here .
