The menu bot answers the customer right away, like a phone menu: the customer picks a department (queue) and then an option, and the conversation reaches the right team. On WhatsApp the menu shows as buttons (up to 3 items) or as a list (4 items or more). A user with the Admin profile sets up the bot.
How the bot works
- A number linked to one queue: the customer goes straight to that queue's greeting and options.
- A number linked to several queues: the customer gets the connection's greeting and a list of queues to choose from, in alphabetical order.
- Every option can have sub-options, as deep as you need.
- When the customer reaches an option with no sub-options, the bot finishes and the conversation moves to the team.
Step 1: create a queue
- In the side menu, under Administration, click Queues & Chatbot, then Add Queue.
- Fill in a Name (for example "Sales"), pick a Color, and write a Greeting Message: the text shown above the queue's options.
- Click Add.
Step 2: build the menu
- Open the queue again for editing. Options can only be added to a queue that has been saved.
- Under Options, click Add Options, then the pencil icon (Edit) on the new row.
- In Option title, write what the customer will see on the button, for example "Get a quote". In Enter the option text, write the message the bot sends when the customer picks it.
- Save each option with its own save icon. The window's save button doesn't save options.
- For sub-options: click the title of a saved option to open it, then Add.
Each option also has:
- Exit chatbot: the bot finishes after this option.
- ✏️ Free text input: the bot asks the customer to type an answer, such as an order number.
- Send to queue: moves the conversation to another queue and ends the bot.
Step 3: hand off to an agent
An option whose title or text includes the word "agent" (the Hebrew word for agent works too) passes the conversation to your team, and the AI assistant doesn't answer in it. For example: "Talk to an agent". That way customers can always reach a person.
A conversation that has finished the menu appears in the Open tab, still without an assigned agent. Admins and supervisors see it there and pass it to an agent with Transfer.
Step 4: link numbers and people to queues
- In Connections, click the pencil icon next to the number, and in the Queues field choose the queues that will appear in the menu. When you choose more than one queue, the connection's Greeting Message is required.
- In Users, edit each person and choose their Queues, including admins and supervisors.
Tips
- Seasonal freeze: the freeze icon next to an option (Freeze — the bot will skip this step) hides it and all its sub-options at once, without deleting anything. A frozen option is marked Frozen ❄.
- Duplicate copies an option with everything under it, which saves time when you build similar branches.
- On Instagram, Messenger and Telegram the menu shows as a numbered list. In the queue window, under Bot channels (this queue), choose which of these channels the queue appears on.
- Is the AI assistant on? After the menu finishes, it carries on the conversation, except after an "agent" option.