Automate: how to start automating support chats with ChatCreate

The “automate” tab is where you set up and manage all of the chat automations that ChatCreate does for you.

Once you’ve connected your Zendesk account, ChatCreate automatically analyses your Chat history and tries to detect automatically the recurring support issues that it can help you automate. They’re displayed in a row under the “Automate” tab.

The topics in the red box in the screenshot above are the ones that ChatCreate has detected automatically from your Chat history. Now it’s up to you to decide which ones you want ChatCreate to take over. You can toggle through different topics with the arrows on the right and left. Please note that the topics are displayed as ChatCreate finds them and in no specific order. (we’re working on a better way to display those)

When you click “Automate” on a specific topic, a new window pops up. This is where you can automate a certain topic.

Let’s take a look at a simple example of “how are you” topic and automate it so the bot can respond correctly to it.

When you click on it, this is what open up.

If you check the red box, this is where ChatCreate displays all of the examples that it has found from your chat history that it thinks mean a similar thing. These need to be reviewed and either approved or disapproved. If you approve for example “how are you?” then the next time someone asks something that looks very similar or means the same thing, then ChatCreate knows that it should give an answer that you will put it under “Answer”.

So we’ll approve everything that means essentiallly “how are you?”. So for example “how you doing?” means the same thing so we’ll approve that too. However “you there?” or “can you help me?” doesn’t mean that so we shouldn’t approve that. I can either just leave it or dissaprove it -- the end result will be the same and that will not be added to the chatbot knowledge base.

Now you need to add an answer to that question. In order to do that, just insert the answer in the "type your reply here" and press enter. 

In the grey box, you can add an answer to that topic. It can something as simple as “Good” or you can let your creativity fly. Try not to go too crazy though.

One of the main things to notice here is “Always hand this topic off to humans?” box. When you toggle that swtich, then the bot initiates the handoff to human actions that you have specified under “Connect”. This is useful in situations where you wanna make sure that if a customer says a certain thing, then the bot definitely will hand over the conversation to a human. Dependent on your use case that might vary. For example if someone says “My order status has been unchanged for 3 weeks already!” then you might want them to give you the order ID and then a human agent can check what exactly is going on with that order. So you would have the bot answer something like “Please give me your order ID and we’ll check right away”.

Once you’ve added your answer, you’re good to go. You can set the status of the automation according to your preferences. "enabled" means that upon saving, the automation will go live and the bot will start responding with that automation. 

You can use "tag for filtering" to make the later management of all the automations and searching easier by simply adding tags to your automations. 

If you press "Save changes" then your automation and everything you just setup is saved.