What is a customer service chatbot?
Chatbots leverage natural language processing and machine learning to deliver automated and personalized customer service using text messaging. Chatbot can be added to your website, existing business phone number, Facebook page, Twitter account and leading messaging platforms like Kik, Telegram, Google Home and Amazon Alexa. Our customer service chatbots are deployed via text message using a phone number we provide with your account or give us permission to add text messaging to your existing business phone number.
What are pre-trained, industry specific chatbots?
Chatbots become customer service agents for your business. Just like any other employee, chatbots need to be trained so they accurately respond to questions and provide accurate information. Our chatbots are trained to answer basic questions like location, driving directions, business hours and gather online reviews for your business. In addition, chatbots can gather customer information like name, address, phone number, email address and accept appointment or reservation requests from customers.
Does my chatbot learn over time?
Yes. Chabots are great students. Over time they learn from each customer conversation.
How do I monitor chatbot conversations?
Log into the business text messaging app to view and monitor all chatbot conversations. When ENABLED, your chatbot will instantly respond to incoming messages. At anytime, click on ‘Disable chatbot for this conversation’ to text directly with customers.
How long does it take to setup?
Your new customer service chatbot and business text messaging app is setup in minutes. After your new account is activated, you will be notified in the Activity Center. Click 'View' to open the business text messaging app to configure your chatbot, test your chatbot and add text message customer service to your website.
How do I add text message customer service to my website?
How do I setup my customer service chatbot?
Open the Customer Service Chatbot app and click on Chatbot Settings to customize your chatbot for your business. Select a pre-trained chatbot based on your business type. (Restaurants, Home Services, Auto Repair, Dentists, Auto Dealers, Real Estate Agents, Colleges & Universities, Lawyers, Technology Companies and Insurance Agents) Next give your chatbot a name (i.e. Floss, Foody, Perry, etc.) so customers can identify with your virtual agent. Enter your desired business name, phone number, website URL, and website to gather customer reviews, business address and your normal business hours. This data will be used to personalize messages to your customers.
How do I test my new chatbot?
Click on Chatbot Settings and click ‘Test Chatbot’ to enter your mobile phone number and start chatting with your new customer service agent. When ENABLED, your chatbot will respond to incoming text messages and provide automated support.
Can you customize a chatbot for my business?
Yes. Custom chatbot development is also available. Contact your sales representative for details.
How will I know when someone sends a text message from my website?
If you are logged into the business text messaging app you will get a desktop notification and audible alert when a new text message arrives. Also you are instantly notified via email when a new incoming message is received. Each notification includes a link for you to text with customers in real time using your desktop, tablet or smartphone.
How do I route incoming text messages to my sales or customer service teams?
If you chatbot is disabled, each Business Center user is notified by email whenever a new text message is sent to your business. Users click on the email link to open the business text messaging app to view conversations and text with customers. If your chatbot is ENABLED, users are only notified if customer has requested help from a live agent or person.
How do I claim a text message conversation and disable chatbot?
Open the business text messaging app to monitor chatbot conversations with customers. At any time, click on ‘Disable chatbot for this conversation’ to claim the conversation and deliver high level, personalized text message customer support. Click ‘Enable chatbot for this conversation’ to let your chatbot respond to new messages from this customer.
How do I disable my customer service chatbot and only provide live support?
At any time, open the business text messaging app and click on Chatbot Settings to Enable or Disable your chatbot. When chatbot is enabled, it will respond to incoming messages and provide automated customer support. When chatbot is disabled, your team will be notified by email when new messages arrive so you can provide personalized text message support.
How do I add a new contact?
Click on ADD CONTACT and enter a mobile phone number. Click ‘Check CallerID’ to gather public information based on the phone number you entered. If information is missing or not correct, enter the correct Contact Name, Email Address and Mailing Address. Finally, enter a welcome text message to your new contact or use the default message. Click Create Contact to add your new contact and send welcome text message.
How does Advanced CallerID work?
Each time a new mobile phone number is added, the business text messaging app searches public data sources and enhances the phone record with up to 25 public data points. Enhanced data includes Contact Name, Address, Email Address, Age, Gender, Marital Status, Children, Occupation, and Social Profiles. Just click edit in the right hand column to update Caller ID Information, Social Media Information and Profile Information.
How do I send a new text message?
Just open the business text messaging app and click on NEW MESSAGE. Enter your mobile phone number, type your message and send. A new contact will be added along with Advanced CallerID information for each new mobile phone number added.
Can I make phone calls?
Yes! The business text messaging app makes it easy for you to have personalized two-way text message and voice conversations with customers. At any time you can transition from a text message conversation to a voice call. Just click on the 'Make a Call' button or phone icon to initiate a voice conversation with your customer using your web browser.
Do my customers need an app to view my messages?
No. Customers use the native texting app on their phone and interact with your business as they would send a text to a friend. Wireless subscribers are not required to download anything or adjust any system settings. At any time, customers can send a text to your dedicated phone number or your existing business phone number.
Will I need an app or special equipment?
No app to download or install. No special equipment is required. Sign in to the business text messaging app to send and receive text messages using your desktop, tablet or smartphone.
What do I need to get started?
Simply call or email your account representative to activate your Customer Service Chatbot account. Once your account is activated, you will receive and email with your dedicated phone number and a link to sign into the business text messaging app. From there you can configure your pre-trained chatbot and generate one line of code to add text message customer service to your website.
What reporting do I have access to?
You will receive an email and/or SMS notification when a customer sends a text message with a link to sign into the business text messaging app to text or call customers. Login to the business text messaging app at any time to monitor chatbot conversations, add contacts, claim conversations, send text messages and view all text message conversations with customers. Click on API Reporting, to POST Contact information and Messages to any third party application, CRM or control panel.
Can I add text messaging to my existing business phone number?
Yes! Complete the letter of authorization and send a copy of your current phone bill to firstname.lastname@example.org. Adding text messaging to your existing business phone numbers or toll free numbers takes 1-2 weeks.