Replying to message from Freshdesk - how to stop their responses getting intercepted by Chatbot

(Philip Mccarthy) #1

Hi all

Outside of business hours I get my Facebook messenger chatbot to send user messages to Freshdesk with the ‘Send Message to Email’ function.

This works well: I can reply to the ‘ticket’ in freshdesk to send a response. However when the user reponds to this during business hours, my chatbot immediately triggers which results in a poor experience. I need this conversation to continue separate to the chatbot.

How do I accomplish this?

I’ve managed this by using the ‘Live Chat’ function which overcomes this issue, but this negates the benefits I get from using the CRM i.e. accessing canned responses.

Thanks Phil

(Philip Mccarthy) #2

Hi
Ok I’ve figured out that if I use the ‘live chat’ function this stops the chatbot from responding - I can respond with Freshdesk without fear of the chatbot taking over. This might be the best solution, but would still like to know if there is another way to do this.

Thanks, Phil

(Daniel Beckett) #3

Hi @Philip_Mccarthy

Before we added the Live Chat service there was a method to Implement human takeover in Flow XO that could be used. This method is used to stop your bot from responding once the user is in ‘takeover’ mode.

The following tutorial explains how this can be setup:

Hope that helps! :slight_smile:

Thanks,
Dan

(Philip Mccarthy) #4

Hi Daniel. Thanks for that. I ended modifying the ‘talk to a human’ flow to suit my requirements. Essentially I did not want the ‘start chat’ part of it. I wanted to invoke it immediately for messages received out of hours. This has met my requirements, and is a more elegant solution for me than the ‘live chat’ feature since I don’t have to jump into FlowXO to start the live chat - its automated and I can continue to work in the CRM. Cheers, Phil