I would like to be able to add a 'temporary error' response. For example, when we know we have a bug and are working on a solution. We then receive a lot of the same questions in a short period. When we have resolved the bug, we want to be able to remove this quickly.
Our services can integrate with external services, such as a bank. Reading a customer's bank transactions is at the core of our service provision.
Banks frequently experience disruption with their API, preventing us from reading bank transactions for one to two days. During such times, we receive a lot of inquiries in a short period, which we want to respond to differently than when there is no bank disruption.
In this situation, it would be helpful if the AI support, upon receiving a question about a problem with the bank, first refers to a temporary error message, like: "Thank you for reporting; we are aware of the problem and are working with the bank on a solution." Once the temporary disruption is resolved, we want to be able to turn off this message and revert to the standard responses.
I have already worked with these notifications as a corrected answer, but I find the management challenging. If one stays in the corrections, it can still surface long after the disruption has ended.
Vera Sun
Team•
Mar 28, 2024
Alternatively, you can also explore this featuer known as 'preset messages', which you can pre-program to pop out after a user asks N amount of messages.
You can include information such as, "Bug notice: We are currently fixing bugs for this subject, if you need any extra help you can contact support here".
This feature can be found in Edit Chatbot > Chatbot messages > Preset Messages.
Once the bug is fixed, you can turn off this feature.
Let me know if it solves the issue!
Vera Sun
Team•
Mar 28, 2024
Hi Hilco, I would like to understand further what you mean by this. Could you illustrate with an example?
We have a feature that allows you to turn off the chatbot temporarily with a sign to display to your customer that the chatbot is under bug repair . Would this work?
Comments3
Hilco de Roo
Mar 29, 2024
An example of a temporary bug:
Our services can integrate with external services, such as a bank. Reading a customer's bank transactions is at the core of our service provision.
Banks frequently experience disruption with their API, preventing us from reading bank transactions for one to two days. During such times, we receive a lot of inquiries in a short period, which we want to respond to differently than when there is no bank disruption.
In this situation, it would be helpful if the AI support, upon receiving a question about a problem with the bank, first refers to a temporary error message, like: "Thank you for reporting; we are aware of the problem and are working with the bank on a solution." Once the temporary disruption is resolved, we want to be able to turn off this message and revert to the standard responses.
I have already worked with these notifications as a corrected answer, but I find the management challenging. If one stays in the corrections, it can still surface long after the disruption has ended.
Vera Sun
Mar 28, 2024
Alternatively, you can also explore this featuer known as 'preset messages', which you can pre-program to pop out after a user asks N amount of messages.
You can include information such as, "Bug notice: We are currently fixing bugs for this subject, if you need any extra help you can contact support here".
This feature can be found in Edit Chatbot > Chatbot messages > Preset Messages.
Once the bug is fixed, you can turn off this feature.
Let me know if it solves the issue!
Vera Sun
Mar 28, 2024
Hi Hilco, I would like to understand further what you mean by this. Could you illustrate with an example?
We have a feature that allows you to turn off the chatbot temporarily with a sign to display to your customer that the chatbot is under bug repair . Would this work?