Your Logic enables you to tell Salted CX what to do during the conversation. Your Logic enables you to execute a sequence of multiple actions. This article lists some useful examples that handle certain scenarios in a way that attempt to focus on quality of the conversations.
Escalation to Human Agents
This is the scenario when Your Logic cannot resolve the customer request and needs a human assistance. Asking agents for help asks agents to join the conversation. When the agents join the conversation Your Logic still receives requests and can continue to engage in the conversation.
In this scenario we do three steps:
- Send message to the customer to manage their expectations and let them know they may wait a little longer for an answer.
- Save a note with a summary for the human agent what they should focus on.
- Tell Salted CX that an agent is needed to help with the conversation.
{
"request": "f47ac10b-58cc-4372-a567-0e02b2c3d479",
"actions": [
{
"type": "MESSAGE",
"content": "Sorry, I do not know about that. Give me a moment to connect you with a human colleague."
},
{
"type": "NOTE",
"content": "The customer is asking about a product not mentioned in our knowledge base - Star Plan."
},
{
"type": "NEEDS_HELP",
"needsHelp": true
}
]
}Invite External Agent and Manage Customer Expectations
Inviting external agents with creating a note for the external agent and letting the customer know the response may take a while.
{
"request": "f47ac10b-58cc-4372-a567-0e02b2c3d479",
"actions": [
{
"type": "MESSAGE",
"content": "We have invited our partner to help you with these questions. Note that it make take a few hours for them to respond as they may be on the trip and not attending their computer. Let us know if there is somehting else we can help with in the meantime."
},
{
"type": "NOTE",
"content": "The customer is asking about a product not mentioned in our knowledge base - Star Plan."
},
{
"type": "INVITE_EXTERNAL_AGENT",
"email": "email-of-the-external-agent@partner.com",
"expires": ""
}
]
}