Automation

Automation Function allows user to setup some common keywords with its reply in some formats to quick response to customer when agent hasn't picked up the chat yet.

This tab also have some setting on working hours in each day and proper message when out of office hours or timeout happen.

Keyword Action

To access this feature, click Automation menu. On left panel, click "Keyword Action". Click button "Add keyword action".

The process to create new keyword action including 2 steps as below:

Step 1: Trigger Keyword

  1. Click the button "+ ADD KEYWORD". Input the keyword into the popup. This will be checked when customer asking this keyword and response accordingly. Then click "Save"

2. Choose one between 2 values in "Message matching methods":

  • Fuzzy matching: "contain". For example, we can define "Company Information" as a keyword with this matching methods. Then customer can ask any long question, as long as it contain "company information", it will be replied correctly: + Can I know about your company information?

    + Where to get company information?

    + ...

  • Exact matching: What customer asks must match the keyword 100% in order to send response. For example, we can define "Hi". So whenever customer say "Hi", system will always reply nicely base on reply material

3. Click "Next Step"

4. In second step, we can select a checkbox on top of existing reply materials, or click "Add text" to add new reply material. Note: WATI support 3 different types of material including Text, Document and Image.

Please note that multiple reply materials can be chosen for the same keyword e.g. if 2 reply materials are chosen, it will send 2 messages to the customer.

5. Then click "Save" button:

In above screen there also have some other actions:

1.Return: Bring you back to the Summary page of "Keyword action" where it shows "Keyword Action List".

2.Previous: Bring you back to step 1 if you need to update anything.

3.Search: Search name or content of existing materials.

4&5: Edit and delete an existing template.

Default Action

To access this feature, click Automation menu. On left panel, click "Default Action".

Button "Set working hours": User can set when is out of office hours e.g. monday open 9am - 5pm, sunday closed,etc.

Note: if user setup time of a day multiple times, only last record will be applied.

User can also tick at the check box Holiday mode (Closed, outside working hours, non-working hours.). This means after saving the setting, it's holiday until it's unticked.

After all necessary setting, click "Save Settings".

There are 5 settings: 1. "When it is not working hours, and there is no customer service online, reply to the following"

==> User select a text material for this setting.

==> After select this setting and setup test material correctly, when customer asking

+ outside of working hours + and not match with any predefined keyword, ==> Bot will reply follow text material selected

Please note that, the "out of office message" will be sent each 30 mins if customer asking something that not match any keyword. It will not be sent each time customer asking.

2. "During working hours, users wait more than ... minutes without any reply and no keyword matched, reply to the following"

==> User select a text material for this setting.

==> After select this setting and setup test material correctly, when customer asking and no agent picked up the chat after ... minutes, bot will reply follow text material selected.

3."If customer does not respond and it's not SOLVED, when it almost reaches 24 hours since last message, use the following reply"

==> User select a text material for this setting.

==> After select this setting and setup test material correctly, when bot/agent replied customer and customer hasn't replied in 24 hours and the current status of ticket is not SOLVED, bot will reply follow text material.

4. "Send the following fallback message if no keyword search criteria is met"

==> User select a text material for this setting.

==> After select this setting and setup test material correctly, the replied will be sent when:

  • it's working hour

  • customer first time chat with WATI/ or customer reopening an expired chat

5. "Expired chat will not be assigned to Bot but leave the last assignee"

==> User tick or untick at the option. If user tick at the option, once the chat of customer is expired, it will keep the last assignee instead of rerouting to bot.

Reply Material

This screen is a central place that allow user to setup reply material directly before creating keyword. Some support types are Text, Document, Image, Contact Attributes.

Note: Please design the reply material such that some common contents can be used in many keywords reply.

Text: The material can be text content with emoji supported.

Document: The material can be any files uploaded eg pdf, xls, doc...

Image: The material can be any image supported file eg jpg, png...

Contact Attributes: This material is to set existing attribute(s) of customer to specific values. Which means if customer chat matching a keyword of this reply material, that customer will have the attributes updated to new values.

Routing

This screen is to setup some rules to each specific chat if the customer chat the keyword that matched. It contains 3 rules: Send Notification, Assign to Operator, Assign to Team

Send Notification: If customer chat the matched keyword, it will send notification to a list of operator(s) that specified.

Assign to Operator: If customer chat the matched keyword, it will auto assign the ticket to selected operator.

Assign to Team: If customer chat the matched keyword, it will auto assign the ticket to selected teams

Note: There is difference between assign to operator (1 in image) and assign to team (2 in image).

+ For assign to operator, only that operator can see can and reply the chat (Except admin who will have full roles).

+ For assign to team, all operators/members in specific team will be able to see the chat. But only the assigned operator (in 1) can reply customer. This feature can only be seen by Admin roles.

To assign member to each team and create/update team, please refer to "Operator Management" Part.