Make sure that when the bot doesn't know how to answer, the customer gets in touch with someone who can.
Fallback Preference(s)
Your Fallback Method is how the bot responds when it does not know the answer to a question or doesn’t understand the question being asked. There are three fallback options to choose from based on your organizational structure and availability of resources:
- Contact information for the appropriate department or staff member (good)
- Ivy ticketing system, which allows users to send an email containing their unanswered questions to a specified member of your team from within the chat UI. Your team members will then be able to respond to the user directly via email or phone at their earliest convenience (better)
- Ivy Live Chat, used in conjunction with Ivy’s ticketing system, allows your users to speak with your live agents right away (during business hours) or submit a ticket when no agents are available (outside business hours, during meetings, etc.). (best!)
If you are interested in live chat, consider the following:
- Do you have multiple departments?
- Do you want to split them up into groups for the user to choose between?
- Do you want to gather information by having users fill out a form before speaking with an agent? If yes, what info do you want your agents to know before speaking with the user?