Hi team,
I’m looking into the possibility on FIN collecting information when a customer starts a live chat, and sets the Conversational Attribute to a certain value (‘I want to make a manual booking’).
When this attribute has been selected, I’m envisioning that FIN will collect information from the customer and then pass over the compiled list of answers to an agent in the form of a ticket/a conversation, but with little need for the customer to reach out back and forth with the agent.
For example:
- Customer starts chat
- Customer selects ‘I want to make a manual booking’.
- FIN answers, but because of Step 2, he has specific instructions to ask for the answers to a list of pre-determined questions (such as, ‘What is the name of the supplier, what dates, what room type, etc...’
- FIN then thanks the customer and says that this will be booked for them ASAP, and we will reach out if we need anything else.
For step 3, I am struggling to find where we would set up this list of questions that we know he needs to ask, but in a free format way (not like a form - which customers seem to hate).
Thanks! Any suggestions would be great.