How to restart your robot's chat

Hey there! Think about those times when your customer comes back to talk to the hotel after a while. For example, they spend their summer vacation at your hotel and then in December, they come back to research options for the new year. Instead of picking up where you left off last time, your bot can restart the chat by showing the user the home menu again.

In this article, we'll explain how you can program this setting from a certain period after your customer's last contact. It's pretty simple, let's go.

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Benefits

Step by step

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Benefits

Imagine your customer has not contacted your hotel for a few months, and already deleted the previous chats. When they send a new message to your hotel, the robot will respond specifically to the message sent, without giving the option of navigating through other topics, which may result in abandoning the chat. This problem can be avoided by activating this functionality. When your customer talks to your establishment again, they will be free to choose from the menu options: Reservations, Talk to an agent, Ask a question, etc. If you have several units, your customer will be able to navigate through them again instead of being restricted to a single establishment in your network. Basically, they can become a hot lead again.

Step by step

1. Log in to your Admin Panel;

2. Go to the Settings > Automations > Program Robot menu;

3. Select the service channel you want to configure;

4. Select the number of days based on the last user interaction to restart your robot's chat:

After the configured time, the robot will send the home menu when your customer contacts your hotel again.

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⚠️ Attention:

• This setting must be performed for each company, so that each one will have its specific configuration.
• For chains, the home menu is the chain's menu (choice of hotels). Then, the robot will send the menu for the specific company, however it will be the network menu.
• The Live Support chat remains the same. The only difference is that now the traveler can change hotels/company/options by navigating through the menu again.
• This setting is currently unavailable on the Facebook Messenger channel. We will add it soon.

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