Add Routing Buttons
Last updated
Last updated
When your AI bot doesn't have a relevant answer, it will provide a fallback response.
You can optionally provide routing buttons along with every fallback response so users have a way to get in touch with you if required.
Routing buttons can be used to guide users to a specific link (for eg; to create a ticket or to schedule time) or a predefined message (for eg; "Call us at +1 123 456 789 between 9 am and 5 pm") when a fallback response is triggered.
Routing buttons are displayed along with the fallback response you've provided.
You can add any number of routing buttons. They will be displayed together.
Here's an example of the AI bot responding with a canned response when the user clicks 'Call Us'.
To add routing buttons, head to Bots > Manage > Settings > Routing and scroll down to the Routing buttons section.
Click on 'Enable Routing Buttons' to activate routing buttons.
To add a button, fill in the following fields.
Route to: Select the department or routing category. This is for your internal use and will not be displayed to users.
Button text: Provide the text for the routing button.
Action on click: Select what should happen when a user clicks on the button - whether it should open a link in a new tab or the bot should display a canned response.
Enter link to open / Enter canned response to show: If you selected 'Open link', add the link you'd like to direct the user to. If you selected 'Canned Response', add the message you'd like to display.
Click on Save. The routing button will not be displayed when a fallback (I don't know) response is triggered.
To delete a routing button, simply click on the delete icon.
