[Enterprise] Chat Routing by Topic

Guide on Setting Up Email Notifications from your Chatbot to your Sales Team.

This guide explains how to set up your chatbot to send emails to Sales Development Representatives (SDRs) or relevant sales personnel when a prospect expresses interest in a service.

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Step 1: From your Dashboard, go to Actions (⋮) > 'Edit Chatbot'

Dashboard > Actions (⋮) > 'Edit Chatbot'

Step 2: Under 'Advanced' Settings > select 'Add Tab'

Click on 'Add Tag'

Step 3: Set Up 'Add Tag' Feature

The 'Add Tag' feature provides three custom fields where you can input information to guide the chatbot in identifying when a sales prospect asks about specific topics.

Input Tag Details into Fields

Tag Name

The Tag Name is the label assigned to a topic mentioned by a user during their conversation with the AI chatbot.

It acts as a trigger for topic detection, flagging the chat when the keyword or related topics are mentioned. Once flagged under the Tag Name, a summary of the AI conversation with the lead is sent to the Sales Development Representative via email.

Description

The description should provide further contextual information for the AI chatbot to better identify when a Tag Topic is being brought up by the end user.

Emails to Notify when Tag is Detected

Enter the email addresses of the individuals or sales representatives who should be notified when a user's conversation is flagged by the AI under the Tag Name.

You can add multiple emails, separated by commas.

Auto Tag

Enabling the 'Auto Tag' feature allows Wonderchat to automatically tag conversations when a Topic Tag is mentioned by the user during the conversation.

If this feature is disabled, the chatbot administrator would have to manually assign tags to each chat log.

Step 4: Confirm Details and Click 'Save'

Example of how this feature works using "Pricing" as the tag topic.

Step 5: Try it out on your Chatbot

Once this is set up, you can go ahead and chat with your bot about the specific topic.

SDRs will receive an email routing notification only when a prospect provides their email address during the chat.

When testing this feature, be sure to enter your email information while chatting with the chatbot.

When the chatbot detects the mentioned topic during a chat with a lead, it will route the lead's information and chat history to your SDR or the relevant sales representative.

They can then respond directly and continue the conversation with the lead from their inbox.

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If you have any more questions, feel free to reach out to us at [email protected]