Providing Answers To Simple Questions Via Automation
Transcript
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Now, what’s that phrase everyone’s always throwing around? Time is money. Right? So anything that saves your business time is valuable. And that’s why this next easy and automated feature is super powerful: We’re going to learn how to launch a workflow recipe that will monitor your inbound channels, for messages that contain specific words or phrases. In other words, all the frequently asked questions you previously had to answer manually, will now be addressed automatically.
For the duration of this video, let’s suppose that you operate a restaurant. Prospects want to know: where are you located? Do you have gluten-free options? What about vegetarian, options. Whatever the frequently asked questions are, we can now monitor them in our inbound channels, and automate our answers to those questions. To set up your auto-reply chatbot, we need to go down to Automation in the left hand column, click Create workflow at the top right here, scroll down to the recipe called FAQ Auto-Reply, and click select.
Because this is a recipe, we can see that we already have your triggers pre-configured: One for Instagram DMs, Facebook messages, chat widgets and Google business messages. You can choose to keep all of these triggers here or you can remove some of them if you don’t need all of them – that’s up to you. Either way, when a message comes in, across any of these channels, it will pass into this conditional step. When we open up the step, we can see it’s configured to read the reply and identify whether the reply contains the phrase “you located”, meaning if the message is ‘where are you located?’ or any variant of that phrase, the contact will go down the ‘message contains “you located” path.’ Once the contact goes down this path, the contact will receive one or other of these preconfigured messages.
For example, if we open up the SMS box here, we can see it’s set to reply with a little robot icon, insert the location name. So, remembering our example here is restaurants, the message might say “Vito’s Italian Cuisine here: we’re located at…” and then the message will dynamically insert the address you have added already in your account settings. The message can be whatever you like, and it’ll be the same in all the channels we have configured here.
So, now that we understand how these triggers and flows work, how do we create bots for other keywords or key phrases, so we can automate as much of our FAQs as possible? Well, we just go back up to the conditional step, open it up, and create a new branch. Then you’re going to want to select “contact reply”, and then “replied message”. For the operator, you want to set that to “contains”, and here’s where we enter our phrase. We’ve used the location example already, so let’s set this one using gluten-free as our key phrase. We just type gluten-free in here, and then we make our label match, In this box here. So I’m going to type “message contains gluten-free” – hit save, and now you have a branch that’s looking for the key phrase gluten-free.
Because we want to save you even more time, you don’t actually have to go rebuild all of these messages. Instead, you can just select the first one here, click ‘copy’, click ‘copy all actions from here’, click ‘here’, and, boom, it moves the whole chain over. Now I can just go edit the message, paste my response to the question, include a menu if appropriate, copy the whole message, hit save, and then paste it into my other messages here. And that’s it! You can build out as many bots looking for as many phrases or keywords as you’d like, and, as always, we’re now ready to test it out. Just hit “publish”, “save”, send yourself a message to your new number containing any of these key phrases, and you’ll see the automated reply come back. Go ahead and make yourself a chatbot, and see how much time you save! See you, in the next video!