Route chats with a chatbot menu

A chatbot menu works like a phone menu (IVR) for written conversations. When a customer starts a chat or sends a text, they see a short list of options. Their choice decides which messaging queue, and so which agents, gets the conversation.

This feature needs the Contact Center Pro plan. See plans and pricing

A chatbot menu doesn't answer questions or hold a conversation. It only offers your options and routes the customer. It's separate from Sage, CallSprout's AI voice agent.

Some labels in your portal or apps may look slightly different from this guide.

Before you start

Create the messaging queues each option will send to. See add live chat, email, text, WhatsApp and Messenger channels.

Create a menu

1. 1
   Step 1:

   Open chatbots

   In the admin portal, open the chatbots page in the contact center messaging area and select Add Chatbot.
2. 2
   Step 2:

   Name it

   Enter a Chatbot Name. Customers don't see it.
3. 3
   Step 3:

   Write the welcome

   In Welcome Message, greet the customer and tell them to pick an option.
4. 4
   Step 4:

   Write the replies

   In Correct Option Message, confirm their choice and say what happens next. In Wrong Option Message, say how to pick again. Text customers get this one when their reply doesn't match an option.
5. 5
   Step 5:

   Add options

   For each option, type a short label, such as Billing, Scheduling or Returns, and choose its Destination Queue.
6. 6
   Step 6:

   Check and save

   Look over the preview pane to see the menu the way a customer will, then save.

Put the menu to work

A menu does nothing until a channel uses it. Edit a live chat or text message channel and choose the menu as its destination. One menu can serve several channels, or you can give each channel a menu of its own.

What customers see

On your website, the customer opens the chat, fills in the pre-chat form if you use one, picks an option and is passed to an agent in that queue. If they don't pick anything, the menu closes the session after a while. You set those idle limits, one for live chat and one for texts, in your messaging settings.

Tips

• Keep each message short, especially for texts.
• Offer a small number of options with plain labels.
• In the correct option message, set expectations, such as "An agent will reply shortly."

Troubleshooting

• You can't delete a messaging queue. A chatbot menu still sends to it. Change the menu's destination first.
• The chatbot list doesn't load. The messaging service may be down for a moment. Try again later, and contact support if it continues.