{"id":20597,"date":"2021-04-27T10:49:59","date_gmt":"2021-04-27T08:49:59","guid":{"rendered":"https:\/\/sendapp.live\/?p=20597"},"modified":"2021-04-27T10:54:22","modified_gmt":"2021-04-27T08:54:22","slug":"chat-automation-how-to-get-started","status":"publish","type":"post","link":"https:\/\/sendapp.live\/it\/2021\/04\/27\/chat-automation-how-to-get-started\/","title":{"rendered":"Chat Automation: How To Get Started"},"content":{"rendered":"<p>Whether you are looking for Facebook Chat Automation, to Automate WhatsApp Messaging, to automate canned responses or automate chats of any kind the tenets of message automation are always the same. If you over automate a conversation, your customer service will suffer, if you under automate it\u2019s going to cost you a lot. This guide helps get message automation just right.<\/p>\n<p>As with any endeavor that has high potential cost savings, the process of message automation is not one that you can just flick on and off like a light switch. It is a process of trial, error, and optimization. It is essential to go through this process because it is easy to disappoint a user or a customer in the real-time messaging environment.<\/p>\n<h2 id=\"e9brr\">1. Chat Automation: Evaluate Conversations<\/h2>\n<p>The first step to message automation is understanding the chats your customer service representatives and salespeople are having with your customers or users.<\/p>\n<p>The goal of this step is to get a vague idea of the potential pay off you can achieve by automating some conversations.<\/p>\n<p>For the initial research, ask the business development team, sales department, and customer representatives for anecdotal data. You\u2019ll be surprised how bothered employees can be about repetitive messaging. Facebook Chat Automation<\/p>\n<p>Record the answers employee\u2019s give to these questions:<\/p>\n<ul>\n<li>What are the most common first messages or questions they receive in the chat? We\u2019ll call these\u00a0<strong>onboarding messages<\/strong>.<\/li>\n<li>What are the most common problems your customer support team responds to for customers or users that your company has already chatted with? We\u2019ll call these Frequently Asked Questions (<strong>FAQs).<\/strong><\/li>\n<li>How often are the responses given for either onboarding messages or FAQs exactly the same?<\/li>\n<\/ul>\n<p>At this stage, you\u2019ll have a pretty good idea of which topics you should conduct more research about by looking at past chat conversations. Past conversations will help you understand where automated onboarding and automated canned responses can be of use.<\/p>\n<h2 id=\"f7mjv\">2. Chat Automation: Identify Opportunities<\/h2>\n<p>The second step to practical chat automation involves finding parts of conversations that you can automate using chat automation rules (for Onboarding Messages) or AI (for FAQs). To do so, find sample chats of onboarding messages &amp; FAQs that you learned about from your team in Step 1. Facebook Chat Automation<\/p>\n<p>The best way to find samples of onboarding messages and FAQs is to look directly at chats. You may try to go through emails to find this information, but email conversations will not be useful because the way people write in a real-time chat is vastly different to email.<\/p>\n<p>If you\u2019ve got live chat set up on your website, checking those conversations is an excellent place to start. If you have messaging app business accounts set up already, you\u2019ll be able to find records of your chats in the following places:<\/p>\n<ul>\n<li>Facebook:\u00a0<a href=\"https:\/\/rocketbots.io\/blog\/ultimate-facebook-messenger-for-business-guide\/#55qam\" target=\"_blank\" rel=\"noopener noreferrer\">all conversations are recorded in Facebook Inbox<\/a><\/li>\n<li>WhatsApp:\u00a0<a href=\"https:\/\/rocketbots.io\/blog\/the-ultimate-guide-to-whatsapp-business-app\/#3lubd\" target=\"_blank\" rel=\"noopener noreferrer\">all conversations are recorded on the WhatsApp Business App<\/a><\/li>\n<li>WeChat:\u00a0<a href=\"https:\/\/rocketbots.io\/blog\/ultimate-wechat-official-account-for-business-guide\/#8mqhi\" target=\"_blank\" rel=\"noopener noreferrer\">all conversations are recorded on the WeChat Official Accounts Platform<\/a><\/li>\n<li>Line:\u00a0<a href=\"https:\/\/rocketbots.io\/blog\/the-ultimate-guide-to-line-for-business\/#dlja0\" target=\"_blank\" rel=\"noopener noreferrer\">all conversations are recorded in the\u00a0Line@\u00a01 to 1 chat app<\/a><\/li>\n<\/ul>\n<p>Once you\u2019ve got about 10 to 20 examples of chat conversations for each onboarding message &amp; FAQ you\u2019d like to automate you\u2019re ready for the next step.<\/p>\n<h2 id=\"efcq1\">3. Chat Automation: Onboarding Flows<\/h2>\n<p>For most businesses, we see a few questions or topics that are so prevalent that it\u2019s best to preempt it for all new contacts (subscribers).<\/p>\n<p>An onboarding automation helps to welcome new contacts into the conversation. It can be a message to educate a contact about an issue or a question that the contact can answer that lets you help them faster. Facebook Chat Automation<\/p>\n<p>When choosing what kind of message to send or question to ask with your first onboarding automation consider the chat automation matrix below.<\/p>\n<figure class=\"image regular \"><img \/><img decoding=\"async\" src=\"https:\/\/wp-cdn.respond.io\/spai\/w_740+q_lossless+ret_img+to_webp\/https:\/\/respond.io\/wp-content\/uploads\/2019\/04\/conversations_83f424c4ba5a60692eda629accfeeaa2_800.jpg\" alt=\"This is a chat automation matrix.\" data-spai=\"1\" data-spai-upd=\"740\" \/><figcaption>Chat Automation Matrix<\/figcaption><\/figure>\n<p>Make sure to start automating messages where you have a high probability of being right and a low cost of being wrong.<\/p>\n<p>Our first experiment was just one simple question. What language do you prefer to chat in English, Spanish or Chinese? It\u2019s very easy to make a simple onboarding automation like this for your own company.<\/p>\n<h4>Facebook Chat Automation<\/h4>\n<p><strong>1. Navigate to Settings &gt; Add Field<\/strong>\u00a0and create a field with the contacts preferred language.<\/p>\n<figure class=\"image regular \"><img \/><img decoding=\"async\" src=\"https:\/\/wp-cdn.respond.io\/spai\/w_740+q_lossless+ret_img+to_webp\/https:\/\/respond.io\/wp-content\/uploads\/2019\/04\/AddCustomField_c759f28097749491f802def4b3ca46e3_800.png\" alt=\"Create a Custom Field to Record the Data to get started with Chat Automation.\" data-spai=\"1\" data-spai-upd=\"740\" \/><figcaption>Create a Custom Field to Record the Data<\/figcaption><\/figure>\n<p><strong>2. Navigate to Surveys &gt; Add Survey\u00a0<\/strong>and create a survey to ask a contact their preferred language.<\/p>\n<figure class=\"image regular \"><img \/><img decoding=\"async\" src=\"https:\/\/wp-cdn.respond.io\/spai\/w_740+q_lossless+ret_img+to_webp\/https:\/\/respond.io\/wp-content\/uploads\/2019\/04\/AddSurvey_9efe22d9407eda0f5a65df8d1a6e60c3_800.png\" alt=\"Create A Survey To Collect The Data to get started with chat automation\" data-spai=\"1\" data-spai-upd=\"740\" \/><figcaption>Create A Survey To Collect The Data<\/figcaption><\/figure>\n<p><strong>3. Navigate to Automation &gt; Add Rule<\/strong>\u00a0and Create a Rule that sends the survey to the contact when they start the conversation.<\/p>\n<figure class=\"image regular \"><img \/><img decoding=\"async\" src=\"https:\/\/wp-cdn.respond.io\/spai\/w_740+q_lossless+ret_img+to_webp\/https:\/\/respond.io\/wp-content\/uploads\/2019\/04\/SurveyAutomation_45166d759072b704c2078943f434858f_800.png\" alt=\"Create A Rule To Launch The Survey\" data-spai=\"1\" data-spai-upd=\"740\" \/><figcaption>Create A Rule To Launch The Survey<\/figcaption><\/figure>\n<p><strong>4. Navigate to Automation &gt; Add Rule<\/strong>\u00a0and create a rule that assigns the contact to one of your Respond.io platform users depending on the language they choose.<\/p>\n<figure class=\"image regular \"><img \/><img decoding=\"async\" src=\"https:\/\/wp-cdn.respond.io\/spai\/w_740+q_lossless+ret_img+to_webp\/https:\/\/respond.io\/wp-content\/uploads\/2019\/04\/AssignAutomation_9ddaec8d963691a64fb7537fda0fe484_800.png\" alt=\"Create A Rule To Assign Someone Based On The Survey Response\" data-spai=\"1\" data-spai-upd=\"740\" \/><figcaption>Create A Rule To Assign Someone Based On The Survey Response<\/figcaption><\/figure>\n<p>That\u2019s it. You\u2019ve created your first automation.<\/p>\n<p>A word of caution, we tried our first experiments with onboarding automations in a closed environment that didn\u2019t include our real users. However, we quickly learned this method wasted our teams time (they were the testers) and usually didn\u2019t reflect on what actually happened in the real world. Experiment with very light automation first, like the one we described above and test it on your real contacts. Facebook Chat Automation<\/p>\n<p>If you\u2019re ready for something more complex, we\u2019ve created also created\u00a0<a href=\"https:\/\/rocketbots.io\/blog\/onboarding-chat-subscribers\/\" target=\"_blank\" rel=\"noopener noreferrer\">a guide to complex onboarding automations<\/a>.<\/p>\n<p>Now that you\u2019ve done something to automation contact onboarding, let\u2019s created some canned responses and automate to canned responses.<\/p>\n<h2 id=\"boput\">4. Chat Automation: Automating FAQ<\/h2>\n<p>Once you\u2019ve gone through your chat logs and have a good idea of your frequently asked questions, time to make canned responses. This is a test to see if your responses can be automated. If your agents find your canned responses sufficient, then they work.<\/p>\n<p>In our case, the most common questions are about connecting channels. People will ask, how can I connect WhatsApp to your platform? How can I connect Line to your platform? The answers we give to these questions are simple, we point them to the documentation.<\/p>\n<p>The best way for you to get started with testing out your canned responses is to create Snippets on the Respond.io platform. Snippets is our name for canned responses, Snippets you create can be used by agents to answer questions.<\/p>\n<p><strong>To create a Snippet<\/strong>\u00a0navigate to\u00a0<em>Snippets<\/em>\u00a0&gt;\u00a0<em>Add Snippets<\/em>.<\/p>\n<figure class=\"image regular \"><img \/><img decoding=\"async\" src=\"https:\/\/wp-cdn.respond.io\/spai\/w_740+q_lossless+ret_img+to_webp\/https:\/\/respond.io\/wp-content\/uploads\/2019\/04\/1_AddingSnippet_0a91415209d64a5d137b706e22a8aae3_800.png\" alt=\"Creating a Snippet on the Rocketbots platform is like adding a canned response.\" data-spai=\"1\" data-spai-upd=\"740\" \/><figcaption>Creating a Snippet<\/figcaption><\/figure>\n<p>Snippets have a name, a message, and a topic. The name is used to bring up the Snippet using the \u201c\/\u201d command in the messaging module. This message is the text that is sent to the contact. So topic is optional but helps keep things organized once you have many Snippets.<\/p>\n<p><strong>To use the Snippet command\u00a0<\/strong>navigate to\u00a0<em>the Messages Module &gt; type \u201c\/\u201d &gt; select the Snippet by typing the name or using the up &amp; down arrows &gt; press Enter.<\/em><\/p>\n<figure class=\"image regular \"><img \/><img decoding=\"async\" src=\"https:\/\/wp-cdn.respond.io\/spai\/w_740+q_lossless+ret_img+to_webp\/https:\/\/respond.io\/wp-content\/uploads\/2019\/04\/2_UsingSnippetwithCommand_f9a841b3f554708ccbe38fd7e88c967e_800.png\" alt=\"Do bring up your Snippets (canned response) in the messaging module, use the &quot;\/&quot; command.\" data-spai=\"1\" data-spai-upd=\"740\" \/><figcaption>Using the Snippet Command<\/figcaption><\/figure>\n<p>Using Snippets is just as easy as using canned responses on any other platform. Once you\u2019ve created 10 to 20 Snippets you think will work, time to let your agents give them a try. This is an important step before you embark on FAQ automation.<\/p>\n<h2 id=\"ajnlm\">5. Chat Automation: Adding Dialogflow<\/h2>\n<p>Once you\u2019ve got 10 to 20 Snippets working well with agents this means you\u2019re ready to add FAQ automation into the mix. This is where a Natural Language Processor (NLP) like Dialogflow comes into play. Facebook Chat Automation<\/p>\n<p>Don\u2019t worry about the fancy name. NLP is software that uses a little AI to determine how close one phrase is to another one. Every time someone asks a question, it will compare it to the questions you\u2019ve added for that canned response.<\/p>\n<figure class=\"image regular \"><img \/><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/wp-cdn.respond.io\/spai\/w_740+q_lossless+ret_img+to_webp\/https:\/\/respond.io\/wp-content\/uploads\/2019\/04\/ezgif_com-webp-to-jpg_bb3dfb0938c03f928dc18f6598846be7_800.jpg\" alt=\"Use Dialogflow for Chat Automation\" width=\"740\" height=\"389\" data-spai=\"1\" data-spai-upd=\"740\" \/><figcaption>Use Dialogflow for Chat Automation<\/figcaption><\/figure>\n<p>If you\u2019re interested in learning more about using Dialogflow for some FAQ automation with respond.io please check out\u00a0<a href=\"https:\/\/respond.io\/blog\/dialogflow-crm-dialogflow-human-handoff\/#83kho\" target=\"_blank\" rel=\"noopener noreferrer\">our post on using the platform together with Dialogflow<\/a>. There are lots of tips and tricks to try out.<\/p>\n<h2 id=\"3qha7\">6. Analyze, Optimize &amp; Implement More Message Automation<\/h2>\n<p>Nobody expects you to get it right the first time. <a href=\"https:\/\/sendapp.live\/it\/2021\/04\/23\/ultimate-guide-to-wechat-business\/\">Chat automation<\/a> is a trial and error process that requires organizations to test better variants of their answers repeatedly and analyze consumer feedback to automated chats to improve their design. You\u2019ll want to optimize your onboarding and improve how you group information in Snippets to truly automate canned responses.<\/p>\n<p>The key to a successful chat automation system is the ability of the organization to record, evaluate, and improve, based on their findings.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Whether you are looking for Facebook Chat Automation, to Automate WhatsApp Messaging, to automate canned responses or automate chats of any kind the tenets of message automation are always the&#8230;<\/p>\n","protected":false},"author":22,"featured_media":20598,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_daim_seo_power":"","_daim_enable_ail":"","footnotes":""},"categories":[883,881,19],"tags":[2735,122,2587,2821,33,2576,894,2820,2824,2823,2825,2543,2822,893,25],"class_list":{"0":"post-20597","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-messenger","8":"category-wechat","9":"category-whatsapp","10":"tag-auto","11":"tag-risposta-automatica-per-whatsapp","12":"tag-auto-message","13":"tag-automation","14":"tag-google-chat-lalternativa-gratuita-a-whatsapp","15":"tag-conversation","16":"tag-facebook","17":"tag-facebook-chat-automation","18":"tag-facebook-inbox","19":"tag-inbox","20":"tag-line","21":"tag-message","22":"tag-schedule","23":"tag-wechat","24":"tag-whatsapp"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 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