You can use Your Logic to guide users through structured menus instead of relying solely on free text conversation. Menus offer several advantages over chat messages:
- For common issues it is often easier for customers just to choose a menu option rather than describing the issue in text.
- Customer responses are easier and more reliable to process. You do not need to apply AI to understand the request.
Salted CX Universal Chat enables to show menus while enabling customers to reply by both clicking an answer or by writing a free text.
Show Menu Options to the Customer
Your Logic can ask Salted CX to ask the customer questions on your behalf. Your Logic converts your question to work properly in both Universal Chat and WhatsApp. You do not have care about differences across platforms.
Keep in mind you can use your code to generate the menus. This gives you total control on what options you offer to the customer and the order in which you provide them. You can take into consideration the customer attributes and the current issue you are trying to resolve. You can also A/B test different menu orders.
Learn about Ask Ad-Hoc Question how to offer the customers dynamic menus.
Listen to Responses
Whenever a user clicks on any menu item you will receive that event into Your Logic and you can react to it. When you receive a response you can respond in any way that you see fit.
Learn about Answer in what format Salted CX sends answers.
