About
The Service Bot is an add-on to the existing Welcome Bot, enhancing it with the following functionalities: the creation of support tickets and viewing existing tickets with options for updates and cancellations.
How to install
Before installing the Service Bot application, it is essential that you have the Beesender application installed on your system, and that you have at least one Beesender Bot Master license. If you do not have these requirements in place, you will be unable to proceed with the installation of the Service Bot application
There are two methods available for installing the Welcome Bot application:
Installing the Welcome Bot application from the Marketplace
Go to Application Hub
Click New application
Select Marketplace powered
Select the application Service Bot for Creatio
Click Install
After successfully installing the Service Bot application, a new section will appear in the Beesender workspace called Welcome bot configuration
Installing the Beesender application from the File
Go to Application Hub
Click New application
Select Install from the file
Click Select file
Select the Service Bot package received from Beesender tech support
Click Open
After successfully installing the Service Bot application, a new section will appear in the Beesender workspace called Welcome bot configuration
Link the Welcome Bot process to the chatbot agent
Next, you need to link the Beesender - Welcome Bot process to the chatbot in the Beesender chat configuration. To do this:
Go to the ⚙️ System Designer
Click Beesender Chat Configuration in the Import and Integration section
On the Agents tab, click ➕
Fill in all the fields in the window that appears:
User – Select a system user with a Beesender license
Type – Chatbot
Active – Set the checkbox to allow the chatbot to receive chats
Processes – Select the process Beesender – Service Bot from the list
Max load – The total maximum weight of chats that the chatbot can process (you can safely bet 1000)
Queue Position – Set position in the queue. If you want the bot to start before the human agents, set the value to be less than the position of the human agents. Zero is the available value
Click on the "+" icon in the Channels details and select the channels where you want the Welcome Bot to operate.
More information on how to add agents and chatbots, as well as how to create channels, can be found through the links and in the Quick Start section.
Service bot settings via the Welcome bot configuration section
The Service Bot configuration is done in the Welcome Bot configuration section. The Service Bot tab contains different field groups.
The Welcome Bot Phrases tab description
The settings and phrases for the Service Bot are located in the Service Bot tab. This tab includes the following field groups:
Settings
Main menu buttons
Leave a request
Request status
Settings
The Settings field group consists of checkboxes:
"Report an issue" is used: If selected, the "Report an issue" button will be available in the main menu.
"Leave a feedback" is used: If selected, the "Leave a feedback" button will be available in the main menu.
"Suggest an idea" is used: If selected, the "Suggest an idea" button will be available in the main menu.
"Request status" is used: If selected, the "Request status" button will be available in the main menu.
"Add information" is used: If selected, the user can add additional information to their request when viewing the request status.
"Cancel request" is used: If selected, the user can cancel their request when viewing the request status.
Main menu buttons
The “Main menu buttons” fields group contains the text for the main menu buttons of the Service Bot. You can customize their text. The fields are mandatory to fill in only if the corresponding checkboxes are enabled.
Leave a request
The "Leave a request" fields group includes a list of text fields that correspond to the chatbot's replies and buttons used in the process of creating a request. These are triggered when the user clicks on one of the following main menu buttons: "Report an issue," "Leave feedback," or "Suggest an idea." You have the flexibility to rephrase them according to your preference.
Request status
The "Request status" fields group includes a list of text fields that correspond to the chatbot's replies and buttons used in the process of providing information about a request to the user. These are triggered when the user clicks on the "Request status" button. You have the flexibility to rephrase them according to your preference.
