I've had conversations with people about how Bots "work with SMM Response" - and thought I'd start a discussion about it here. My initial explanation is as follows – first at a business level and the...
Updated 7 months ago
Version 12.0
Blog Post
The following questions where raised by a customer
1. How do I ensure the bot conversations are captured in the desired workqueue?
This is all based on the routing rules that you create. As soon as Lithium receives a both response and thread it into the customers' conversation, the "Bot" tag is added to the conversation - and assuming the conversation is not claimed by an agent already, the conversation is re-routed. Since the bot responds right away, the chance of a human grabbing it is small. If the bot is initiated via a structured msg, then you could also have a tag and rule for that and use it in the routing into the bot queue.
In this way, you can have all conversations that a bot is interacting with in a separate queue.
2. When the bot hands off to agents, how does LSW know which queue to handoff to?
When the bot handoff call happens, the "bot handoff" tag is applied. The rule for the bot queue would generally *exclude* the bot-handoff tag. As mentioned above, you could have the inclusion part of the rule not only include the "bot" tag but also a "bot initiation phrase" tag. With this, the rule would look like: