Resolution Bots

Setting up Intercom's automated Resolution Bot to provide instant resolutions 24/7

  • 36 Topics
  • 84 Replies

36 Topics

J
Jerry HoNew Participant
asked in Resolution Bots

Bot sending a resolution bot answer that is irrelevant to the Customer's question

Our company has resolution bot answers created in more than 10 different languages and there could similar keywords added to the questions to train the bot. As a result, we’ve been experiencing bots giving resolution bot answers in a different language as what the Customer is writing in.

1
Nathan Sudds
15 days ago
B
BiancaNew Participant
asked in Resolution Bots

Resolution bot and assignations

 Hello, I was wondering if there is the possibility that when a client selects the option "talk to an agent" or "i need more help" in my resolution bot I can determine to which team that conversation should be assigned since in my company we have 3 different teams.

1
Nathan Sudds
1 month ago
J
joven.repetilloNew Participant
asked in Resolution Bots

Using Custom Objects in Resolution bot responses

I am trying to create a simple resolution bot to answer a question about a user’s account details. I have setup it up as the custom object, added all necessary attributes. I was able to create as well the custom action to retrieve the data from our servers. The problem is I can’t seem to use the data/custom objects as a response of the resolution bot. I can’t find the option to insert it as indicated below, just like the Account_Number. Any tips on how to do this? 

4
Daniel M15
1 month ago
M
Max Z
asked in Resolution Bots

Can we auto-tag conversations within Resolution bot the same way we have the option of tagging conversations with custom bots?

Would be helpful for reporting :)

4
S
1 month ago
M
Martina
posted in Resolution Bots

Operator does not provide suggestions after two subsequent questions

Hello, I've noticed that after the prospect submit a question via the chat with a good key word, the operator is able to automatically suggest a related article. However, if the same person asks a second question with good key words, the operator does not suggest a second article but says that"someone from the team will reply soon". Do you know why?

0
M
3 months ago
C
Customer MNew Participant
asked in Resolution Bots

Is there any way to prevent the bot from interfering in a conversation that is already being answered by a teammate?

Is there any way to prevent the bot from interfering in a conversation that is already being answered by a teammate?

2
C
3 months ago
D
Dave C
asked in Resolution Bots

Using the visual bot builder, and cannot figure out how to submit a conversation

Here are some screenshots of what I am doing. As you can see, the text that I want to pass from the bot to the operator is not working. Any ideas on how I can resolve this issue?Thank you,Dave

1
Shauna
5 months ago
A
Alexis P
asked in Resolution Bots

Is there a way to keep track of responses that customers are selecting during a resolution bot?

For example, I want to create a cancellation flow and want to keep track of the reason why they are canceling. 

1
Oseas
5 months ago
S
Shauna O12
asked in Resolution Bots

There are no unanswered questions appearing for me.

I've had Resolution bot working away and there are no 'unanswered questions' showing available.

1
Shauna
8 months ago
U
User1375New Participant
asked in Resolution Bots

Why aren't Resolution Bot unanswered questions appearing?

​By accessing the resolution bot section, I don't see unanswered questions. Also, if I try to answer a new question by searching for a highly used word, no result comes up. Do you know why?

2
U
9 months ago
S
Steph NNew Participant
asked in Resolution Bots

Maybe I'm overlooking this in the help center, but it would be awesome to be able to use Macros in resolution bot replies/answers. Thanks so much!

Maybe this is an option that I'm just not seeing🤞 ? Many of the macros that agents use are the same answers we would want a bot to give.​Thanks a million!

2
S
9 months ago
R
Rachel M12
asked in Resolution Bots

Since the new inbox has been released, the ability to select the thumbs up and thumbs down on resolution bot answers to help them improve within a chat are no longer there. Can they be returned?

Since the new inbox has been released, the ability to select the thumbs up and thumbs down on resolution bot answers to help them improve within a chat are no longer there. Can they be returned?

1
L
11 months ago
A
Aleksei O
asked in Resolution Bots

Are there any plans on improving the volume management features?

We use Intercom as a support tool for general enquires and customer support, but there is also a ticket system in place. We played around with handover in the most popular location where Messenger is installed and noticed that having text composer enabled significantly increases the conversation volume, but also stretches our resources. On the other hand, customers tend to abandon conversations more likely if they have to press a few buttons in the Custom bot before being connected with us. Customers also tend to abandon the conversations fairly quickly (within 5-10 minutes) if there is no first reply from the agent, and as chat question is not always detailed enough and we prefer to handle chats "here and now", using suggestions from this article is not the best option for us. Other chat solutions offer a more informative live support queue system: In some examples, I noticed customers are not connected to the agent, but the chatbot notifies there are X conversations before

2
A
1 year ago
U
User1785
asked in Resolution Bots

Has anyone else experienced inconsistencies in their RB coverage rate in the past couple of months?

Up until December-January, we had a stable and consistent coverage rate growth. It correlated with the amount of content we added, both in the form of RB answers and Help center articles (we have the article suggestion feature enabled).But starting from February, we see a drop in coverage that we cannot explain. The questions we receive are pretty much the same, and we didn’t make any significant changes in our content/settings.  The weirdest part is, if I look at the stats day-by-day, I can see that, for example, Mon-Thu, we have an 80% coverage, and then, on Friday, it’ll drop to 40%. We never used to have drops like this before February.I believe the issue might be in the article suggestion feature. On a normal day, our bot sends out 100-150 article suggestions. But on other days, when we see drops in coverage, the number drops to 15-35. The number of answers sent seems to stay consistent. Has anyone else experienced anything similar? We'd appreciate any insights.

2
U
1 year ago
U
User2253
asked in Resolution Bots

Can Resolution Bot be used to reply to WhatsApp conversations?

Is there a way for the chatbot to be integrated with Line chat and Whatsapp? The only integration I read is that they're only integrated for live agent support.

1
Eric Fitz
1 year ago
K
Kyle P
asked in Resolution Bots

Can we edit the Conversation ratings by Resolution Bot?

For our business it makes sense to rate how easily the customer found their information vs how the overall conversation went. We are not directly support, but are a tool to qualify leads. We've found poor sentiment scores solely based on if a lead can quality to use our product or not. It would be more helpful if we could edit the question/rating.

4
Eric Fitz
1 year ago
D
Davey
asked in Resolution Bots

Did the ability to attach PDF file in RBot change?

Hey Team,  I have been going back through documentation and opened a ticket this morning with Intercom support. We have an RBot programmed to automatically give 2 PDF files for customers who need a copy of our W9's. I am attempting to update it today, and noticing the file attachment option is missing. Drag and drop doesn't seem to work either (I thought it might be worth a shot).  Did the ability to provide files in RBot change over the past few months?

2
D
1 year ago
L
LaMint
asked in Resolution Bots

What are the different use cases for path building in Res. bots versus path building in custom bots?

how do I decide which bot to use if I want a path based answer system in place for self-help for customers?

1
Eric Fitz
1 year ago
U
User158
asked in Resolution Bots

Can I edit Resolution Bot's response when it doesn't have an answer for a question?

We want to change the standar reply : ¨ I`m just a bot...¨ whenever there is no answ for the question. How can we do that?

1
Eric Fitz
1 year ago
U
User140
asked in Resolution Bots

Any companies here actively using Resolution Bot with success and willing to share a URL?

Our team is looking into upgrading and I would love to poke around on a few websites and test out the feature from a customer perspective. :) Thanks in advance! 🙏

2
U
1 year ago
U
User767
asked in Resolution Bots

What can I do about Resolution Bot responding even after someone says "great, thanks".

This isn't the best experience. Is there a way to stop resolution bot looping after specific keywords?

2
U
1 year ago
J
Jamie G
asked in Resolution Bots

If Resolution Bot doesn't know the answer, can I route the conversation to another API?

Hi, I am trying to use the API to send the customer's question to another custom API if the resolution bot doesn't have an answer. I couldn't find anything in the docs about this. Is that possible?

6
J
1 year ago
U
User767
posted in Resolution Bots

I'm working with over 100 resolution bots and I'm having trouble keeping them organized.

I'm working with over 100 resolution bots and I'm having trouble keeping them organized. Are there any upcoming features around adding labels, tags, or folders? Anyone have any suggestions for workarounds in the meantime?

0
U
1 year ago
E
Erne
asked in Resolution Bots

What are some phrasing suggestions for the resolution bot to ask, in order to encourage people to phrase their question in a succinct manner?

When incorporating the resolution bot into a custom bot, what's the question you ask in order to most optimally trigger the resolution bot answers? Any philosophies here? :)

2
E
2 years ago
Kevin Bendixen
Kevin BendixenExpert User
asked in Resolution Bots

What's your experience with the new looping feature?

I tried it yesterday because on paper it sounded really great. However, in our daily business, it made things more uncomfortable. Every chat in the Inbox just says "Talk to a person" (so you can't get an overview about open topics from customers).Does anybody use the new feature with an actual customer service team? It's probably a great addition for teams that are not doing live chat.

1
W
2 years ago
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