As your organization grows, so does the need for streamlining your multiple lines of business, or support centres. Bot Routing is a way for you to link two or more bots together. With this, a chatter can ask a question that one bot can’t answer, and be redirected to a bot that’s better equipped to respond.
Configuring Bots Before Routing
- Minimize overlapping content between bots. You may have to delete some Answers from an existing bot, or free up some training. This will ensure your bot will try to redirect a chatter, rather than answer a question it shouldn’t.
- List the bots that need to be connected and send the list to your point of contact at Ada.
Using the Feature
In the console, go to Settings → Handoff → Bot Switch (Configure)
Within this view, you can view which bots are connected.
Topics are keywords or phrases you must set up to trigger a switch. For instance, keywords regarding debit cards will trigger an option to show the Debit Cards Bot.
New Locked Answers
You may notice that after Bot Routing is set up, there are a few new Answers in your view.
Bot Switch Greeting
This Answer appears when a chatter is transferred to a new bot from another one.
Decline Bot Switch
This Answer appears when a chatter declines an offer to switch bots.
This message appears when the bot suggests a chatter switch to another bot. Ensure you use the bot_name (blue/local) variable in your prompt (will not save without it). You can set the bot’s name in Settings → General
Chat & Conversations View
Within the chat view, you’ll be able to see each switch via the User Interface. Each time you click a different bot, the Bot Switch Greeting Answer for that respective bot will trigger.
Within the Conversations View, you can see the bots that a user interacted with during their convesation as well.
Seeing it all in action
Once you've connected your bots, and have created Topics and Answers, hit Test Bot to see it in action.
In the example above, we've connected a debit card specific bot to a main bank bot. This way, if users ask about debit card options, they'll be routed correctly.
You may notice letters or images as the different bot icons. To modify these, go to Settings → General → Customization. You can change the bot's colour, letter icon, or upload an SVG icon.
For any additional questions or to confirm whether this feature is apart of your pricing plan, please contact your ACX Consultant, Account Manager or email us at: email@example.com