Chat Automation Rules
Chat automation rules are a basic and powerful feature of Channel Talk that can process chats automatically based on the rules you set. A few simple clicks significantly reduce the time you answering repetitive inquiries.70-80% of the inquiries CS departments receive are simple and repetitive. Our Chat Automation Rules give you the ability to handle such tasks easily and effectively while providing a robust customer consultation experience.
Customized Operator assignments and tags based on conversation content
Identify customers with keyword search, assign operators automatically based on such keywords, and categorize those interactions through tags.
Example) Refund Inquiries: I applied for a refund but the refunded amount is not updated on my card.
Customer Tag is automatically set as "Shipping/Refund"
Automatically assigns a delivery specialist within the team
How to set it up:
Trigger: When the customer sends a message
Filtering: Message content - contains ‘refund’
Action: Add chat tag and assign a specialist
Alert Representatives to Ensure They Don't Miss a Consultation
When your customer service replies are delayed within an interaction, automatically notify the assignee/team assigned through internal conversations so your customers don’t have to wait for pertinent information.
Example) Your customer has been waiting over 30 minutes
Automatically send the internal note to the assignee to not miss the chat
How to set it up:
Trigger: When the customer is waiting for the manager’s response
Filter: Business hours is [True] / Chat status is [Opened] / Assignee who will receive the internal note
Action: Reply in the chat with custom message for the assignee
Automatically Close Chats
Automatically close chats after a certain amount of time, so agents don't have to close every single chat.
Example) Automatically end a chat after 2 hours when there has been no new messages between the customer or manager
How to set:
Trigger: When the customer is waiting for a reply - every message, 2 hours wait time or when the manager is waiting for a reply - 2 hours wait time
Filter: Chat status is [Open] and any operator is assinged
Action: Close Chat
Providing personalized responses based on membership level
When a VIP customer leaves an inquiry, we send a personalized greeting to the VIP customer, and at the same time, we assign a dedicated manager as the person in charge and quickly send an internal notification so that the customer does not wait.
Example) When the VIP Customer creates the chat
Assign a dedicated manager & Add VIP Customer chat Tags
Set an automatic message to the customer
Set an internal message to your team members to remind them about the opened user chat
How to set:
Trigger: When the chat is opened - Only when first opened
Filter: User Tag - VIP
Action: Assign someone who will handle the chat / Add hat tag - VIP / Reply in chat (Internal note & Reply to customer)
A trigger is a condition needed in order for the chat automation rule to start. When the trigger conditions are met, the system prepares to execute the chat automation rules.
When the chat is open
Only when first opened: Only applies when a chat room is first opened
Every time: Applies when the chat is reopened or after snoozed status is ended
When the customer/manager sends a message
When the customer/manager waits for responses
You can set how long a customer/manger would have to wait until the trigger is sent out.
When the chat is closed
Once the trigger is met, the consultation automation rules will be initiated. Filtering can then be used to set what situations will work. You can filter by chat information, user information. the content of the customer's message, and business hours.
Please create an appropriate filter for [Chat Status], as messages might be sent to chats where they are already closed.
User info: Customer Information such as language or country
Chat info: Chat information such as assigned manager, follower, or chat status.
Message content: Messages sent by customers or managers can be filtered by specific keywords
Business hours: You can apply different automation rules during operating hours & non-operating hours
Use triggers and filtering to set which actions will be automatically taken in a chat when all conditions are met.
Assign / Unassign: Assign the manager for the chat or remove the assigned manager
Assign / Empty team: Assign the team for the consultation or remove the assigned team
Add followers: Add followers who can help to resolve customer’s inquiry
Add chat tags / chat description: Add chat tags/chat descriptions to categorize and manage the chat inflow
Send a message to User chat: Send a message to the customer or communicate with your team member via internal note
Send a message to Team chat: Send a message to the team chat with the user chat link
User tags: Automatically add user tags to the user information
Custom action (coming soon): Automatically send emails and SMS
You can set the chat status. You can either leave the chat status open without doing anything or close the chat.
If the chat is opened and you select “open”, the chat will remain open.
What happens when multiple chat automation rules exist in the same conditions?
Chat automation rules are arranged based on their priority. If there are multiple rules under the same conditions, the rule located at the top of the list will operate first.
Can you set the automation rules by day or hour?
Unfortunately, it is not possible to set up the chat automated rule to operate at specific times. Currently, you can only set the automation rule during operating hours only or non-operating hours only.
A message is sent out to the closed chats.
If you don’t want to send an automated message to a closed chat, add a filter through
[Filtering] - [Chat info] - [Chat Status] - [Opened]
Is there a limit to how many automation rules I can create?
You can create up to 500 automation rules per channel.