Smart Triggers

Introduction

Smart triggers are the instructions for the chatbot to perform certain actions based on the pre-defined conditions. It lets you define certain rules to have specific actions automatically. For example, you can instruct the chatbot to automatically forward the chat to a live agent by setting up the following conditions:

  • When the word "live agent" or “human” occurs in a visitor's question or
  • When the visitor belongs to a VIP group or any specific region.
  • When the visitor is visiting the web page for the second time. 

Consider a scenario, where you have defined three conditions to trigger an action. You can apply the following trigger rule using the logical operator on these conditions:

  • Any: Any condition out of the three conditions is met.
  • All: All three conditions are met. 
  • Logical Expression: Set of condition identifier associated using ‘or’ and ‘and’ operators. 

You can choose to trigger the following actions based on the set conditions:

  • Send Notifications: Notifies the selected agent or department automatically.
  • Auto Monitor (Live Chat Only): Enables the selected agent or department to automatically monitor the ongoing chats and intervene if needed.
  • Transfer Chat (Live Chat Only): Transfers the chat to the selected agent or department automatically.
  • Change Assignee (Messaging Only): Changes the ticket assignee name to the name of the selected agent or department.
  • Add to Visitor Segment: Adds the visitor into the existing visitor segments (such as VIP customer segment, frequent visitor segment, and so forth) or to a new one. You are presented with a drop-down list of existing visitor segments to choose from or you can create a new visitor segment.
    Note: This action is visible only if the Segmentation feature is enabled. To enable Segmentation, navigate to Live Chat > Settings > Segmentation.

Configuring Smart Triggers

To configure Smart Triggers, follow these steps:

  1. Log in to the Comm100 account.
  2. In the top navigation bar, click the Bot tab.
  3. From the left menu, go to AI Chatbot > Smart Triggers. The Smart Triggers page appears.
  4. From the Bot drop-down list, select a bot. 
  5. Click New Smart Trigger. The New Smart Trigger page displays the General tab.
  6. From the General tab, do the following:
    1. Turn on the Enable toggle key.
    2. Enter the smart trigger name.
  7. Click the Conditions tab.
  8. From the Conditions tab, do the following:
    1. Select a logical operator from the drop-down list to set a trigger rule. To know more about the Logical Expression, see How to set Logical Expression?.
    2. Click Add Condition to set a condition based on your need. Each condition has its identifier.
      Note:
      • You can add multiple conditions.
      • The parentheses must come in pairs and should be written as half-width.
      • Space should be added before and after OR and AND expressions. They are not case sensitive.
      • The precedence of logical operators from highest to lowest is: (), AND, OR.
      • The number used in the expression must exist in the identifier list.
  9. Click the Actions tab. 
  10. From the Actions tab, do the following: 
    1. Select the checkbox of the actions you want to trigger. An action pop-up appears.
    2. Select the Departments or Agents option.
      • In case you select Departments:
        1. Select the department from the list of departments. 
      • In case you select Agents:
        1. Filter Agents by the department from the All Agents drop-down list or select Agents.
        2. Select an agent from the Agent list.
    3. Click OK
  11. Click Save Changes.
    A new smart trigger is listed on the Smart Triggers page. 
  12. From the list area of smart triggers, you can perform the following actions on smart triggers:
    • Disable or enable 
    • Edit 
    • Copy 
    • Delete