Peak hour. A customer asks what time the kitchen closes, and your assistant answers her before anyone on the floor looks up. Then she asks something else. Can she book out the whole restaurant for a corporate dinner in March, and what would that cost.
Nobody has ever written that down, so there was no answer to find. Your assistant did not invent one. It told her a member of your team would pick this up, and put the chat in front of one of your agents as a chat alert.
This article shows you how to work through the chats your AI assistant has passed to your team, from finding one to closing it off.
Why one question got answered and the other did not
Both messages went through the same check. Your assistant looks at what you have taught it in Instant Answers and your Knowledge Hub, and answers from there.
Closing time was in there, so it replied in seconds. Buying out the restaurant in March was not. At that point your assistant stops, tells the customer that a person is picking this up, and hands the chat to whichever of your agents has the lightest load.
That handover is your assistant working correctly, not failing. It would rather bring a question to you than guess at it, which is what any good member of your team would do.
A customer asks a question.
Your assistant checks Instant Answers and your Knowledge Hub.
If the answer is there, it replies straight away.
If it is not, it tells the customer that someone from your team will pick this up, and creates a chat alert.
The alert goes to one named agent rather than to everybody, so it is somebody's job from the moment it is created.
Before you start
Your WhatsApp Business account is connected.
You are signed in with an account that can reply to chats.
Find the chat waiting for you
Service is over, you sit down with a coffee, and the corporate booking is waiting.
Select Chat Alerts in the sidebar. It opens on the Pending alerts, so what you see is what still needs a person.
To narrow it down, use Status, Assigned to and Date Range. Choose Mine under Assigned to for the chats that came to you.
To find one you already know about, search by contact name or by the summary of what they asked.
Select Reset to go back to the default view.
The Summary column is your assistant's account of what the customer wanted, so you can tell at a glance which chat is the corporate booking and which is a delivery question.
Reply to the customer
Select the text in the Summary column, or choose View Chat from the menu at the end of the row.
The conversation opens in a new tab at the message that caused the handover, so you land on her booking question rather than the closing-time exchange above it.
Read back as far as you need, then reply. Quote her for March.
Close the chat alert
Back in Chat Alerts, choose Mark as Resolved from the menu at the end of the row, then confirm.
The alert moves to Processing while your assistant reads the conversation back.
It settles on Resolved, Unresolved or Inconclusive.
Resolved means the customer got what she came for. Unresolved means she did not, and the chat is worth another look. Inconclusive means the conversation did not say either way.
To clear a busy weekend in one pass, tick several Pending rows and select Resolve 8 pending above the table.
Caution
Reply to the customer first, then mark the alert as resolved. Resolving cannot be undone, and only a Pending alert can be resolved.
What is left in front of you is a short list of the questions your assistant could not answer yet. That list is worth reading on its own.
Pro AI Tip
The third time someone asks about buying out the restaurant, add it to Instant Answers. It stops arriving as an alert, and starts being answered the way closing time already is, while you are still on the floor.
Every alert you close is a small piece of research into what your customers actually ask.
Note
Archiving a chat clears its pending alerts for you, so a conversation you have already finished off does not sit there waiting for attention.
Related
Set up Instant Answers to teach your assistant the questions it is passing to you today.