Request Callback
Learn how to set up and provide a callback option for users that interact with your chatbot.
Waiting in support queues is a waste of customer time and usually leads to frustration. This integration allows customers to request a callback from your support team by clicking the phone icon displayed at the top left corner of the chat interface.
Step 1 - Enable the User Form
Note: You need to enable the User Form before you install the Request Callback integration, otherwise it won't allow you to install it.
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Navigate to your Botsonic Dashboard by clicking on [Home] from the left hand side menu. Then click and open the Bot you want to connect. If you haven't created a Bot yet, read this Quick Start Guide.
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Go to [Settings], then click [User Form]
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Toggl ON [Enable user form]
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Click [Add new], add a phone field, then check the [mandatory] box
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Click [Save], then refresh the page.
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Step 2 - Connect & Install
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Click [Integrations] from the left hand side menu, then click [Apps]
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Look for the [Request Callback] integration. Click [Connect], then click [Install]
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Go to [Installed apps], the integration is immediately set to active after installation.
TIP: Add a starter question to let your users know that they can request for a call back
To add a starter question, go to Settings > Starter Questions.
Read this step by step guide on How to Add STARTER QUESTIONS for Your Chatbot
Note: Make sure the Bot is trained with an uploaded file or FAQ that answers the question/message that you're posting. The Bot will not be activated with only starter questions.
Step 3 - Test the Integration
NOTE: Make sure the Bot is trained with an uploaded file or FAQ that answers the question/message that you're posting
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Interact with the chatbot
- Fill out the user form
- Then click [Submit]
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Request for a CallBack
- A phone icon will be dispalyed at the top left corner of the chat interface (refresh the page).
- Click on the [phone icon], the Bot will post a message that someone from the team will get in touch.
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View the Inbox
- Click the [Inbox] tab
- Click the [Users] tab to see users that filled out the user form
- Click the [Chats] tab to view the chat conversations.
- If the user requested for a call back, a [callback icon] is displayed beside their name.
- Read this step by step guide to View User Form Responses and View Chat Messages and Post Feedback
- Click the [Inbox] tab
To delete or disable the Request Callback integration
Go to the chatbot's Integrations Page > Apps > Installed Apps, then click the [trash] icon to delete the integration.
Updated 4 months ago