Chatbot
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      1. Onboarding Guide
      2. Getting Started with Omni
      3. Chatbot

      How do I set up and out-of-hours chatbot?

      What is the out-of-hours chatbot? Setting up the chatbot. Creating a flow. Updating the inbound route.

      What is the Out-of-hours chatbot?

      The Out-of-hours Chatbot is intended to give a response to customers using your webchat outside of your normal office hours.

      It informs the customer of your normal opening hours, then offers to send the customer's contact information to your team so the customer can get a response during office hours.

      If the customer chooses this option, the chatbot will collect the customer's contact details and subject for the enquiry. The Chatbot will then send that information to an email address of your choice. 

      • The Out-of-hours Chatbot is part of the standard package for all Omni clients and can be set up for no additional cost.

      Contact LeadDesk

      If you want to take advantage of the Out-of-hours Chatbot, you will need to contact your account manager. They will need the following information:

      • Your company name.
      • Your client ID.
      • A name you want to give the Chatbot.
      • The language for the Chatbot.
      • The email address the contact information should be sent to.
      • Your normal opening hours, in whatever format you want the chatbot to use. Consider whether you need to include timezone information. In the example above, the opening times were specified as Mon-Fri 9-16.

      With this information your account manager can activate the Chatbot for your environment.  

      Create a flow

      In your Admin account:

      1. Go to the Inbound page.
      2. Go to the Flows sub-page.
      3. To create a new flow, click the Create message flow button.
      4. Type a Flow Name. As always, it is a good idea to choose a meaningful name.
      5. Click OK.

      This example creates a simple flow that checks opening hours using the Timing applet. If the message arrives inside working hours it will be directed to a queue as normal. If the message arrives outside opening hours, it is directed to the out-of-hours chatbot.

      1. Drag the Timing applet to start the flow.
      2. Make sure the Timezone is selected correctly.
      3. Click the + for each day of the week you are open, type the opening hours for that day of the week.

      1. In the Open applet section, drag to add the Queue applet. 
      2. In the Closed applet section, drag to add the Chatbot applet.
      3. For the Queue applet, click the drop-down lists to select the correct queue and campaign (project) for messages to go to agents.
      4. For the Chatbot applet, click the Select a chatbot drop-down list to select the correct chatbot (if necessary). The out-of-hours chatbot will have whatever name you asked for earlier. 
      5. Click the Save button in the top left.

      Use the flow

      Assuming you have already created an inbound route for webchat, now you need to update it to point to the new flow.

      In your Admin account:

      1. Go to the Inbound page.
      2. Go to the Inbound routes subpage.
      3. If necessary, search for the inbound route for the webchat.
      4. Click the to the right of the table for the webchat route and select Edit destination.
      5. In the Destination details dialog, click the Destination type drop-down list and select Flow.
      6. Click the Flow drop-down list and select the flow you created above.
      7. Click OK.

      Now, when webchat messages arrive, they will be directed first to the flow, which will send the messages either to the queue or the chatbot, depending on opening hours.