Call deflector
Deflect phone or web chat conversations to Whatsapp for easy re-engagement
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 recognized 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.
For this, the Call deflector app is configured with three flows:
Playbook
Inbox
Phone2wa
Web2wa
Read about flows in the Flows section to understand what type of nodes your can use for configuring the Social Inbox for your use case.
Quick steps
Generic setup
At minimum you need to take care of the following
Make sure your opening hours are configured
Make sure your whatsapp channel is enabled (or another chat channel)
Playbook
Make sure to review and change the following nodes in the Playbook flow. Click on Flows and then open your Playbook.
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 main 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.
Inbox
The Inbox will open the conversation on Web using a say node and a prompt in order to elicit the user intention. You can see this by inspecting the little badges at the main 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 Escalate: smart 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 dialog trigger.
Phone2wa
Also called Phone to Whatsapp is the functionality which causes Speech to deflect to Whatsapp, making the Whatsapp Calldeflector complete. When someone calls the extension the caller can be deflected to the Whatsapp inbox using the following flows:
Once the connected has been closed, the caller will receive a Whatsapp based on the number the call has given up to be contacted on. See the Ask: phone for reference. After the caller reacts to the incoming whatsapp deflection template the conversation has officially been moved from speech to chat.
Web2wa
The Web2wa flow, also called Webchat to Whatsapp, 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.
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