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How to set up the Segmented Service Template

  • Updated

Index:

  1. Installation
  2. Configuration
  3. Template Settings
  4. Human Service Configuration
  5. Channel connection

 

The Segmented Service Template is a pre-configured Intelligent Contact, ideal for companies aiming to serve different audiences through a single channel. The solution offers a digital experience that provides more assertive and targeted human service. While granting autonomy to the service team, it ensures that managers have a macro view of the process.

It consists of:

  • Greeting and audience profile mapping;
  • Presentation of a customizable menu tailored to each profile/audience to be served;
  • Segmented Human Service based on menu options;
  • Satisfaction survey.

The solution also allows:

  • Checking service hours and agent availability before connecting the person to human service;
  • Requesting the reason for contact while the client waits;
  •  Explaining the absence of service on non-working days;
  • Providing your company's service hours;
  • Promoting other customer engagement channels such as website, social media, phone, and app.

All this to ensure your client isn't left without a response and to guarantee pre-service and quality communication through a friendly, cordial, and assertive experience.

By setting up this Template, the company gains full autonomy to describe potential audience profiles interacting with that Contact, as well as to create and edit menus with relevant options for each situation. All within a single configuration screen, without the need for technical knowledge.

Additionally, it's possible to guide the user to a specific service queue, providing targeted service for a need predefined by menu selection.

 

Installation

The first step to use your Segmented Service Template is to install it. To do this, simply follow the process described in this article.

 

Configuration

Next, initial configurations of your Intelligent Contact are required.

For this, we have 2 main steps

 

Template Settings

1.1) After selecting the template, you will be directed to the template router bot.

In the created template router bot, click on in the central menu at the top of the screen and select Template Customization.

 

 

 

1.2)  In the Template Customization step, the first task will be to fill out General Information.

In this area, you will enter information about your business: Intelligent Contact Name, Website, Company Name, Email, Contact Phone, and app.

 

1.3) Still in General Information, you will find the Screening field:

 

Here, you can enable or disable the Screening feature. This feature allows you to create a menu for each audience profile that your Intelligent Contact will serve. If you prefer, you can create a single menu for everyone interacting with your Intelligent Contact, but you need to disable this feature for that. If you want to create a menu for each profile, leave the feature enabled.

 

Next, fill in the field with the number of user profiles you want to serve with your Intelligent Contact.

 

For example: a laboratory may serve doctors and patients (2 profiles); a university may serve professors, students, and staff (3 profiles).

After entering the number of profiles, simply click "Next". 

 

1.4) In the next step, Menu and Screening, first, you will name the profiles to be served. The number of fields will be the same as the number of profiles entered on the previous screen, with a maximum of 6 profiles.

 

For example:

 

Following this configuration example, the following question will be presented to your client during the conversation flow:

 

 

 

Next, in Menu Settings, you will select the 1st screening option, creating a main menu for it. Then, you will do the same for each created profile:

 

 

For example:

For Doctor:

For Patient:

 

Attention: As a best practice, the 5th menu option for all profiles is automatically filled in as "Other" in the conversation flow presentation.

 

This way, you will have configured the following interaction with your client:

 

For Doctor:

 

 

For Patient:

If you do not wish to fill in 4 menu options, simply leave the field blank, and the numbering will adjust automatically. However, the menu allows a maximum of 4 options per user profile created.

All menu options will lead the customer to human support.

 

In topic 2, you will learn how to set up this support and how to assign a menu option to each customer service team in your company.

After filling out all menu options, one for each desired profile, simply click "Next". 

 

1.5) In the next step, "Days and Hours of Operation," just specify the days and hours when you will have attendants available to chat with your customers.

 

Check here the days of the week when attendants work:

In the example above, the company provides human support in Intelligent Contact every day of the week.

Next, indicate whether there will be service on holidays and their dates:

It is important to inform the holiday dates, even if there is no service on those days, so that the bot understands that there is no team available that day and can maintain transparent communication with the user during the conversation.

Next, specify the operating hours per working day (weekdays, weekends, and holidays), which will vary according to the information previously configured.

 

Human Service Configuration

 

To enable service activation and more accurate distribution through queues while navigating the menu, it is necessary to configure these details within the bot responsible for overflow (routing to human service) on Blip.

 

Follow the steps below to do so:

2.1) Access the router of your Intelligent Contact and click on "Services" in the central menu.

In the list of services, click on Chatbot: Overflow.

 

2.2) Now that you have opened the Overflow chatbot, to configure it, access the option "Service" in the upper central menu.

 

 

This way, you will have registered attendants from your customer service team.

Now, create service queues and define service rules, that is, which profile options and menu triggers are linked to the created queue. To do this, simply access the option "Queue Management" in the side menu.

 

In this area, you will create a queue, its rule, and its attendants. To do this, select in the upper right corner.

 

First, you must name the queue in the page title:

and then click on

 

For example:

 

 

Now create the service rule. To do this, click on in the upper right corner.

 

 

Set the service rule as follows:

 

1st) Configure according to the screening profile:

  • Field “If” - select the option “Contact Extras”
  • Field “Contact.Extras” - write “triagem”
  • Field “Condition” - select the option “Is equal to”
  • Field “Value” - write the name of the screening profile (in lowercase, e.g., doctor)
  • Press Enter for the value to be added

 

2nd) Configure according to each option in the menu of each screening profile:

  • Click on
  • Add a 2nd group of rules selecting “And” under “all conditions below”

 

Now fill out the 2nd group of rules, referring to each main menu option of the profile configured earlier

  • Field “If” - select the option “Contact Extras”
  • Field “Contact.Extras” - write “opcao” (without accents)
  • Field “Condition” - select the option “Is equal to”
  • Field “Value” - write the name of the main menu option you want to assign to a specific queue (in lowercase, e.g., know our facilities)
  • Press Enter for the value to be added

 

Following our example, the fields would be filled out as follows:

 

Note: in the “Contact.Extras” field, write the words without accents, and in the “Value” field, use lowercase letters.

 

Now just click on. There, you have configured the 1st service rule.

 

Now add the attendants who will respond to this queue.

To do this, click on and include the attendants you want for that queue, always clicking for each email added. (Emails must be previously created following this article, mentioned earlier).

 

Now you have created a service rule for a specific queue. That means all people who interact with your Intelligent Contact, select a specific profile, and then choose a menu option will be assisted specifically by a group of attendants responsible for this queue.

 

In the example, everyone who contacts Acme Labs, identifies themselves as Doctors, and selects the option Know our Facilities will be directed to attendants dedicated to demonstrating the laboratory facilities.

 

You can continue the setup and repeat the rule creation, one for each menu option previously created.

 

If you want a rule for each profile of the person served, but not for each menu option, just fill out the first part of the rule configuration according to the screening profile. This way, everyone with the same profile will be assisted in the same queue. Following our example, we would only have 2 queues: one for doctors and one for patients.

 

Note: The 5th option of the menu(s), will be automatically configured for the “Default” queue, which is also created automatically. Just add the attendants you want.

 

Channel connection

We're almost there! Your Intelligent Contact Segmented Service is created and configured.

Now just connect it to a channel.

 

Follow the documentation for publishing on channels supported by this Template:

There, your company is ready to interact with your clients in a targeted and efficient manner.

 


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

 

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