Sometimes customers have a simple question and instead of going to your branch in person, they would love the opportunity to get their answer or perform a certain action immediately by a chatbot over your official Facebook page/Facebook Messenger.
This use case shows how to connect your official Facebook page and Facebook Messenger with the Infobip chatbot building platform, Answers, as well as how to connect your customers with a live agent using Conversations. This will be showcased using a banking use case using the credit card activation example. Additionally, you can tweak this use case and use it for a variety of things in different business industries, not just banking.
To recreate this use case, you’ll need the following products and services enabled and set up.
Have an official Facebook page set up. Refer to Create a Facebook page article for more details.
Integrate Facebook Messenger with the Infobip platform.
Set up a chatbot in Answers.
Log in to the web interface, navigate to the Answers module, and click NEW CHATBOT. Name your chatbot, select Facebook Messenger as your channel, and select a sender (in this case, your official Facebook page.)
The default dialog already exists in Answers so use it to receive all incoming messages. Add the Send text element to introduce the chatbot and then add the Send button element to let your end users know what options you offer.
If the end user clicks Card activation, the conversation goes to the next dialog and the end user selects which card they want to activate.
Add another Send button element to give your end users a few options as to which cards they want to activate. After they select their option, the chatbot redirects them to the card activation page.
For end users to authorize themselves before they proceed with their card activation, you need to add the authorization step. Add the Call API element to send the webhook URL. The bank will notify you once the authorization is initiated.
Add the Send text element to send the URL to the end user. This is the link through which they will authorize themselves with the bank. Add the Webhook element to receive the information whether the authorization was successful.
Once authorized, add the Send text element to notify the end user and route the dialog. For example, you can send a thank you note to your end user for using your services and/or offer them additional help either through talking with the chatbot or dispatching them to the live agent using Conversations.
To help you route the conversation to a specific quote (for example, a group of agents best equipped to help your end user), select the appropriate tags. For detailed information on how to manage queues, visit Queues and Routing.
Here’s how this entire bank bot assistant setup looks like:
Facebook Messenger is one of the channels supported over the Infobip platform, through Conversations and Answers.
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