Setting up Desk Human Service in Builder

Index:

1. Setting up Desk Human Service in Builder
2. Creating a Human Service Chatbot
3. Using our Human Service templates

Setting up Desk Human Service in Builder 

As you already know, the Builder is the part of the Blip Platform where you build the flow of your conversation. It is also where you set up how the transfer from your customer to the Human Service will be.

To set up the transfer for your service team, you need to have a Human Service block in your flow. In addition, we recommend that you follow some best practices to create the best experience for your customer.

In this article we will show you the alternatives for you to set up the flow of your chatbot contemplating the best practices, being them:

• Verify that the request to speak with an attendant is within your company's working hours. 
• Verify if there are attendants available for service.

By doing that, when your customer asks to talk to an attendant, your chatbot will confirm that it is within your company's working hours (and if not, you can define the most appropriate treatment) and verify if there are attendants available for proceed with the service (and if it hasn't any, you can also define the most appropriate treatment).

Blip offers 3 alternatives for you to configure the transfer flow for human service:

• Creating a Human Service Chatbot
• Building the transfering flow (from scratch) inside your chatbot
• Using a Human Service template of Blip Templates

Next, we explain each of these alternatives.

Creating a Human Service Chatbot

When creating a chatbot on Blip, instead of building one from scratch, you can opt to choose one that already contains the Human Service flow. Using this alternative, you need to make some additional settings, but you already have the ideal flow of care built.  

• When to use it: when you have little technical knowledge to make the necessary settings for the best transfer practices. You can build the entire flow of your smart contact's conversation on that same chatbot, or you can connect that chatbot as a service (subbot) on your router. 
• Limitations: Some technical knowledge required for additional settings

Learn how to set up your Human Service chatbot.

Building the transfering flow (from scratch) inside your chatbot

Using this alternative, you will build the entire service flow contemplating the best practices directly in your chatbot. 

Important: you will need to follow a step-by-step guide for settings that require a lot of technical knowledge.

• When to use it: when you already have a smart contact and want to build the flow for the transshipment within the same chatbot using best practices 
• Limitations: Advanced technical knowledge required.

Tip: If you find yourself in this use case, but you don't have technical knowledge, we suggest you create a support chatbot (as shown in the second alternative) and put both as a router service, redirecting the service from your chatbot to the service one (and vice versa, if applicable). Learn how to make a setup like that here.

Using our Human Service templates

You can choose a pre-configured template from blip Templates and install it according to you needs.

The flow is already built and, with a few additional settings, you can make the service available to your customer in the company's channel(s).

• When to use it: When you have little technical knowledge to set up your human service and want a simpler journey.
• Limitations: Limited customization.

IMPORTANT TO KNOW!

You can save your customers' contact information in Blip, through the “Define Contact” action, available in all Blip content blocks.

If you have a chatbot with service connected to a router as a service, you need to "update your service block" to make the information collected about your customer being shared with your support team. See how to do it:

Note: If there is no option to update, it is because the block is already updated, in which case no further action is necessary. 

It is done! Your flow is built!

To ensure your service process works properly, always remember to:

• Register the attendant on the platform: Accessing the BLIP Portal and clicking on "Register Free" 
• Register attendants and associate them with a service queue
• Activate your Desk or another service channel.

It is done! Now you know all the important information to set up the human service transfer in Builder.

For more information, visit the discussion on the subject in our community or the videos on our channel.😃