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Your Conversational Cloud account includes two bots to assist with conversations. The first is a Routing Bot and the second is an after-hours bot called "Virtual Concierge". Both bots come pre-configured with your account.
Routing Bot
Routing Bot
The first bot that the consumer will encounter is the Routing Bot. The consumer must click Start or type any message to start the conversation.
Once the conversation has started the consumer will be asked what type of inquiry they have: Sales or Service.
Once the consumer clicks an option or types their answer the bot will route the conversation to the pool of agents with the correct skill: Sales or Service.
After Hours Bot (Virtual Concierge)
After Hours Bot (Virtual Concierge)
If there are no agents online to take the conversation then the After Hours Bot (Virtual Concierge) will take the conversation. It will alert the consumer that there are no agents online and ask if the consumer would like to leave a message for the dealer.
If the consumer replies Yes then it will prompt the consumer to give their full name.
After the consumer gives their name they will be asked how they would like to be contacted: Email or Phone.
After the consumer chooses a method of contact then they will be prompted for that information
Once the consumer give the contact information then the bot will prompt the consumer to leave a message.
After the consumer sends their desired message the bot will thank them and close the conversation.
The information will be sent as a lead to the dealer.
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