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On this page
  • Introduction
  • Getting started
  • Channel requirements
  • Installation process
  • Using the Call Deflector
  • App settings
  • Roles
  • App workflow
  • FAQ
  • Languages
  • Opening hours
  • Resources

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  1. STORE
  2. Marketplace Apps
  3. Level 2 - Advanced

Call Deflector

Deflect phone or web chat conversations to Whatsapp for easy re-engagement

PreviousLevel 2 - AdvancedNextCallback Note

Last updated 2 months ago

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Introduction

The Call Deflector app enables your bot to answer incoming chat messages on your social channels. It can be used to configure any type of social messaging assistant. By default it is configured to forward messages to an employee (escalate) while sending an automatic reply, but it can also be configured for automatic answering on recognised questions.

On other channels than Whatsapp it will deflect to Whatsapp when it takes too long for an employee to join and respond. This way your audience is forced to continue in Whatsapp which makes them re-engageable, even when they are offline.

Getting started

Channel requirements

The app requires a chat channel to handle incoming messages. It can also handle the phone channel to redirect callers to a chat based channel.

  • Phone

  • Whatsapp

Installation process

1

Define opening hours

The app uses your to determine whether or not you are online. Via 'Settings - Opening hours' you can modify the availability of your bot.

2

Enable a chat channel

The Call Deflector requires at least one social chat channel, such as .

Using the Call Deflector

App settings

The only settings required for the app are the opening hours. Based on the opening hours the Smart: Escalate node can redirect users to Whatsapp for easier re-engagement.

Roles

  • Agent

  • Operator

  • Supervisor

  • Producer

App workflow

The app is configured up with 4 flow files

  • Playbook

  • Inbox

  • Phone2wa

  • Web2wa

Playbook

Inbox

Phone2wa

The Phone to Whatsapp (Phone2wa) flow deflects incoming phone calls to Whatsapp. The app asks the user to which phone number it can send a whatsapp message:

Web2wa

The Web to Whatsapp (Web2wa) flow, pushes the chat conversation to Whatsapp. When it takes too long for an operator to join the chat, the user will be shown a QR code. If the user scans the QR Code, their phone will open Whatsapp, allowing them to continue the conversation there.

The deflection to Whatsapp is useful for two reasons:

  1. It allows you to re-engage more easily. People don't tend to keep their browser tab with the chat widget open all the time. Whatsapp offers a familiar experience, and users know they can close a conversation.

  2. On web, users expect to be answered directly, whereas on Whatsapp they're used to a more slow chat.

FAQ

Is it possible to escalate to a certain department in the Inbox?

Using the tags in the Smart: Escalate node, you can specify to which team or department the chat will be escalated. Please read Multiple inboxes for more information about setting up multiple departments for different scenarios.

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The app will let the user know if they're reaching out within or outside office hours. This helps set the expectation on how long to wait for a reply.

Resources

  • Flows

  • Inbox

  • Phone

  • Whatsapp

  • Chatwidget

  • Opening hours

The playbook allows starting the conversation on 3 separate channels in order to elicit the user intention. You can see this by inspecting the little badges at the entry point, this will be telephony, chat and whatsapp channel related situations. The user, depending on calling or chatting will then try to answer the questions created (in this case no questions are trained) therefore the unknown flow will trigger the auto reply flow.

The Inbox will open the conversation on Web using a and a in order to elicit the user intention. You can see this by inspecting the little badges at the entry point. The prompt will then try to answer the question (in this case no questions are trained) therefore the unknown flow will trigger the flow.

However, on Whatsapp the conversation is never started by the bot (unless a template message is sent) but only by a Contact. Therefore, the Escalate: smart kick in directly when a message is sent that isn't automatically replied by a .

Once the connected has been closed, the caller will receive a Whatsapp message based on the number the call has given up to be contacted on. See the for reference. After the caller reacts to the incoming Whatsapp message, the conversation moves from speech to chat.

say node
prompt
main
Escalate: smart
dialog trigger
Ask: phone
opening hours
Whatsapp
main