Managing existing automations in ChatCreate

This is where you manage all of your existing automations. You can see and filter the automations based on whether they’re active or in “draft” aka “paused” mode.

When you click on them, you can add more examples of how people might ask that question, edit the answer that the bot gives to that automation or delete it or save it as a draft.

In the search bar you can search for any of the automation.

Answered:

This shows how many times the bot has answered a customer’s question with that specific automation.

Resolved:

Shows how many times the customer has pressed the “Thanks” button after receiving that sepcific answer to their question. Please keep in mind that this metric is very subjective and is only an indication of how well a certain automation is doing in terms of answering the customer’s question.

Handoff:

Shows how many times the customer has asked to talk to a human after receiving the answer of the automation. If an automation has a higher number of “handoff’s” you might want to consider changing the answer to that automation so it would better match what the customer is asking for. However if you have an automation where handing over the conversation to a human is needed/expected, then this is nothing to worry about.

When you first start using ChatCreate, you can see that there’s a few automations available there by default. These “small talk” automations that we have added by default to some of the common things a customer might say like “hello”, “goodbye”, “are you a “robot?” etc. You can customize the answers to the small talk automations yourself and we highly encourage to add more small talk items yourself. This is your chance to add personality to the bot and perhaps even teach it to tell a few jokes? 😃