Set up a support bot

The support bot answers customers instantly, at any hour, using what you taught it. When it doesn't know, or the customer asks for a person, it calls the team.

#Create it

1. In Conversations, open the settings and go to Bots.
2. Select New bot and pick a starting template.
3. Fill in the tabs:

   • Identity and tone: the bot's name and how it talks (formal, friendly, playful).
   • Instructions: what it should and shouldn't do, in plain sentences.
   • Resources: which knowledge base entries it may use.
   • Availability: which numbers and hours it answers on.
   • Actions: what it can do besides answering, such as routing to a team.

#Test before publishing

In the Test tab, use Chat as a customer and ask what your customers ask. Adjust the instructions until the answers are right.

#Publish

Select Save draft while you work and Publish when it's ready. Each publish becomes a version in History, and you can go back to an earlier one.

The Activity tab shows what the bot answered and when it called the team. In an emergency, Turn off bots stops all of them at once; the team then gets every conversation.