How to configure Ticket ChatBot integration in the OrderEasy app?
Today's e-commerce consumers expect a faster way of connecting with you to raise a complaint, share a suggestion or inquire about any information that will help in their shopping journey. A chatbot helps you to capture better product suggestions and recommendations and improve the app.
ChatBots also allows a form of interaction between yourself and an end-user, which happens via tickets/chats. It will help you to react faster and keep track of your customer queries.
At present Gofrugal supports two types of ChatBot integrations which are :
1. Ticket ChatBot (Default)
2. Live ChatBot (Salesiq)
The end-user can use the " Reach Us " option in your branded app and the status will be shared as push notifications as shown in the below images.
Let's see how to configure the Ticket ChatBot integration.
1. Ticket ChatBot :
To allow the consumers to share their complaints, feedback, or to know any information, a Ticket chatbot was introduced where consumers will be raising tickets for which you can share your remarks or update the status for the tickets. Remarks/status will be notified to the consumers. It helps the consumers to track their ticket status from their OrderEasy app itself.
Follow the steps to configure the "Ticket" Chat Bot integration.
Step: 1
Login to integration.gofrugal.com with admin credentials. Go to Configurations>App settings>ChatBot Integration and select "default".
Step: 2
Go to the ChatBot option. Here you will be able to see all the tickets raised by the customers by clicking on the " All " tab.
You can see all the open tickets which are yet to be acknowledged by clicking on the "Open " tab. You can acknowledge directly or add remarks as shown below.
Once the tickets are acknowledged, customers will be able to get the push notifications in your branded app & you can check the acknowledged tickets on the "Acknowledged" tab. Also, the tickets can be closed in this tab if a customer query is solved.
Note : We can use the filter option under every tab to search by Ticket No. Also, a date filter can be applied.
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