Gist Adds Intros & Follow-Up Actions to Support Bots

The Gist team has recently upgraded the support bots of their customer support tool. Launched earlier this year, these bots now include bot intros, follow-up actions and more.

Bot Intros

You can now let your customers know more clearly that they’re talking to a bot, which will help them ask more precise questions and increase your resolution rate.

You can enable a bot intro and customise messages in the Settings > Bots > Support Bot page.

Follow-Up Actions

You can customize the follow-up actions that your customers can choose from after the support bot responds. The default behaviour for each of the following options is shown below:

• That helped – Automatically closes the conversation.
• Show me more – Suggests other answers that might apply to their original question.
• Ask another question – Customers can ask a new question and the bot will suggest answers.
• Talk to a person – Forwards the conversation to a support agent.

If you don’t want to use these default options, you can easily override them by assigning a custom bot as a follow-up for each option. When clicked, the custom bot will take over. You can even skip the default follow-up actions for specific questions.

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