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Automated Bot Responses

OneDesk lets you automatically respond to your customers using an automated bot based on conditions you set. 

Customize bot name & appearance

You can edit your bot’s appearance including name and avatar. 

To customize your bot: On the lower left, click on More Applications >> Administration >> Company Preferences.

Under Bot Settings, you can change the bot name and avatar.

Set messenger greetings & offline response

The messenger greetings appear on your customer-facing live chat messenger. The greetings appear upon opening the messenger. There are two different greetings, one for when your team is Online and one for when your team is Offline. 

The offline response is a message sent by your bot when a customer sends a message and your team is Offline. 

To set welcome greetings and offline response:

  • Go to Administration >> Customer Apps >> Classic App Settings
  • Under 'Welcome Page Greeting' you can set the Online Greeting, Offline Greeting, and Offline response.

Create automated responses

You can also create automated responses which the bot will send on your behalf based on certain conditions. You can do this by creating workflow automations based on tickets, tasks, or projects. 

For example, let’s create a bot response for password reset requests. This automated message will trigger when the subject line of the email contains the word 'password'.

  • Go to Administration >> Automation Center.
  • Select 'ticket' for what the automation should run on. 
  • We are going to set the filters for when a ticket is created and if it has a keyword of ‘password’ in it.
  • First, add Filter > 'Name' contains 'password'.
  • Next, add the Trigger > 'Item is created'.
  • Then for the Action, select ‘insert/create message’. Set the 'post a discussion as' to your ‘Company Bot’. If this message is for customers, the message should be set to 'Customer Replies'.
  • Write the message that the bot will post to the ticket. You can select 'Insert Property' to insert dynamic properties which will populate based on context.
  • Click Save then your bot will take care of any password reset requests you get.

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