How to pause the chatbot's service on Facebook?

At Asksuite, we offer the possibility to respond directly to travelers through our omnichannel live chat platform. While it is possible to use the Facebook inbox for this purpose, we strongly recommend that clients take advantage of all the benefits of our platform. In this article, we will highlight the advantages of using the omnichannel platform and also mention the limitations of using the Facebook inbox.

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Why you should't use the Facebook inbox?

Why use the Asksuite Omnichannel Panel?

Why you shouldn't use the Facebook inbox?

• Limitation regarding turning the bot on and off: The Facebook inbox does not provide a specific button to turn the chatbot on or off. This means that the reservation/sales agent needs to remember to enable or disable the bot through written commands when necessary. This manual approach increases the risk of forgetting, resulting in situations where the chatbot is not active to assist the travelers.
  
  
• Commands to reactivate the bot visible to travelers: Since there is no specific button to turn on or off automatic replies, to reactivate the bot's replies, it is necessary to send the message "Continue assistance" in the ongoing conversation with the customer. This can create a negative impression on the customer as it is a message separate from the current flow of the conversation.
  
  
• Lack of response if the chatbot is turned off: If the chatbot is turned off and a traveler contacts the company through the Facebook inbox, they will not receive a response until an agent realizes that the bot did not handle the interaction. The lack of immediate and consistent response to users who contact through the Facebook inbox can generate dissatisfaction and discourage engagement. Customers expect quick and efficient responses, and the absence of chatbot assistance can negatively influence their perception of the company and reduce their purchasing potential.
  
  
• Possible failures in identifying missed interactions: Due to the lack of an automated system to monitor and identify interactions not handled by the chatbot, it can be difficult for reservation/sales agents to realize when a user has not been assisted. This can result in a gap in customer service and missed business opportunities.
  
  
• Lack of agent identification: In the case of the Facebook inbox, agent identification can be limited, especially if multiple agents are using the same account to respond to messages. This can hinder traceability and individual accountability for individual targets or service failures.
  
  
• Difficulty in managing multiple channels in real time: When using the Facebook inbox, you may encounter difficulties in managing conversations from other communication channels such as WhatsApp, Instagram, or Twitter. This can lead to response delays and difficulties in providing comprehensive support.
  
  
• Data analysis limitations: The Facebook inbox does not offer the same data analysis functionalities as our omnichannel platform. This can make it difficult to obtain valuable insights into service performance and continuous improvement.

Why use the Asksuite Omnichannel Panel?

Working with the Asksuite omnichannel platform offers numerous benefits for customer service management. Here are some key points to highlight:

• Access to complete interaction history and direct intervention: With the Asksuite omnichannel platform, you have the ability to view the complete interaction history and directly intervene in conversations conducted by the chatbot, all from your establishment's Facebook page. This provides full control over guest interactions, allowing you to monitor conversations in real time and intervene when necessary to provide personalized support.
  
  
• Centralized management of all customer service channels: The Asksuite omnichannel platform allows you to manage all customer service activities in one place. This means you can track and control all conversations that occur on different communication channels, such as Facebook, WhatsApp, Instagram, and others, directly from the administrative panel. This centralization simplifies management and improves the efficiency of customer service.
  
  
• Simultaneous access for multiple users: With Asksuite, it is possible to register more than one user on the platform, allowing different team members to access interactions simultaneously from different computers or mobile devices. This promotes collaboration and agility in customer service, as multiple agents can work synchronously and share responsibilities.
  
  
• Intelligent automation for ticket distribution: The Asksuite omnichannel platform offers advanced automation features for distributing incoming tickets. Based on specific conditions defined by you, conversations can be directed to the appropriate agents or departments. This ensures a balanced and efficient distribution of demands, optimizing your team's time and resources.
  
  
• Flexible customization and configuration: The Asksuite omnichannel platform provides flexible customization and configuration options to meet the specific needs of your establishment. You can personalize information such as hotel name, location, amenities, and services offered, creating a customer service experience that aligns with your brand identity.
  
  
• Reports and data analysis: Asksuite provides detailed reports and data analysis to assist in strategic decision-making. You will have access to important metrics such as average response time, resolution rates, and customer satisfaction, allowing you to evaluate service performance and identify areas for improvement.