In Inbox Channel, agent can type in text messages to interact with the user during live chat. But agent can also make use of Chatbot Messages. These are Response from your tree node, which are stored in Stella. During live chat, if the user has an enquiry which could be solved by the chatbot, you can send a Chatbot Message Template in this case.
What is your Result?
In the live chat, the user asks about the opening hours. As the information about opening hours has been saved as a response from the chatbot, the agent sends a Chatbot Message Template to answer the enquiry.
Create Chatbot Message
- You need to first create a tree with Bot Builder in Stella. The Responses in the tree are the Chatbot Message Templates that you can use in Slack Inbox. You can also add enable member tagging or analytics to the response.
- Once you have built your tree, go to Bot Builder, then copy the Tree ID and send it to us via email at email@example.com for integration with Slack Inbox.
- In Stella, select Resources, then select Responses. In this page, you can view the list of your Chatbot Messages by sorting out the corresponding tree.
Send Chatbot Message
- In the Inbox Channel, hover over a message in the inbox channel, select "More actions" on the right, then select "More message shortcuts".
- You can see a list of Message Shortcuts in the menu. Select Send Chatbot Message.
- Click "Show" to view the dropdown list of Chatbot Messages.
- Pick the Chatbot Message from the dropdown list, click "Submit".
- Slack Inbox would notify you if the Chatbot Message has been successfully sent. The template message is displayed in the Inbox Channel, the "tick" means that this message is sent by Stella Inbox.
- If you enabled member tagging in the tree node containing the Response, you can log in Stella, select Members and view the member tag.
- Check and see if you can produce the expected outcome.