How to personalize the message by opening hours

Now it is possible to create specific messages for each customer service channel where your bot is active. For example, if you want the welcome message to be different on your WhatsApp and Facebook, you can configure these texts directly in the bot's questionnaire. To do this, we have added the possibility for you to customize the bot's response based on conditions directly in your questionnaire.

In this article, we will teach you the step-by-step process to implement these customizations.

Topics

What we can do with this functionality

Variables

Steps

What we can do with this functionality

Configure specific messages based on your company's business hours registered on our administrative panel. Click here to learn how to configure your business hours.

The goal is to provide customized service for when your operations center is available or not. For example, imagine a situation where a traveler requests to speak with a human operator from the bot. In this context, you can configure two responses:

• During business hours: Please wait a moment, one of our operators will assist you.
• Outside business hours: We currently don't have any operators available, but we will respond to you shortly. Our business hours are xyz.

Variables

Variables are elements responsible for storing information and work with the logic of substitution. This means that when the information related to that variable exists, it will be stored and displayed in the bot. If the information is not available, the field will appear blank.

We have two types of variables:

• Condition - Based on the customer service channel and/or during and outside business hours.
• Text - Based on the traveler's name.

Variable for business hours

• {{isCompanyOfficeHours}} - within business hours
• {{^isCompanyOfficeHours}} - outside business hours

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⚠️Important:

• The tag {{#}} represents the opening of a true statement. In this case, you will use it for contexts that are within business hours.
• The tag {{^}} demonstrates a negation. In this case, you will use it for contexts that are outside business hours.
• The tag {{}} represents the closing of a variable. That is, you will always use it at the end of the message registered in the questionnaire.

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Steps

1. Access your administrative panel.
2. Click on Questionnaire.
3. Choose the message you want to customize.

For example, if you want to configure a greeting message to include the traveler's name, you will select the Initial settings section of the questionnaire.

Message for business hours

{{#isCompanyOfficeHours}}

Hello {{firstName}}, we are available to assist you right now! How can we help you? {{/isCompanyOfficeHours}}

Message for outside business hours

{{^isCompanyOfficeHours}} Hello {{firstName}}, thank you for contacting us! We will get back to you as soon as possible. {{/isCompanyOfficeHours}}

Note that in these examples, we included the variable for the traveler's name in its composition. To learn more about this configuration, click here.

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⚠️ Attention: After making the configuration, validate its functionality immediately in your bot to ensure that the responses are being performed correctly. This functionality is not yet available in the "Test bot" option in the Questionnaire menu! That is, it will be necessary to save the response change and test it directly on your website/channel of interest.

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