Resolution Bot, our bot that instantly resolves common questions, sends a reply in these scenarios:
Resolution Bot replies to new conversations initiated by users/leads.
Resolution Bot can follow up after a customer interacts with a Custom Bot.
Resolution Bot responds in the Messenger on the web and in mobile apps. It won't reply in conversations started by email.
Resolution Bot currently does not send replies in conversations started from articles in your Help Center — It may reply to conversations started from the home page of your Help Center.
If you’ve set audience filters on an answer, Resolution Bot will only send it to people who match those filters.
Resolution Bot won't answer questions during conversations - it only answers questions in a new conversation, before your team replies.
Resolution Bot currently supports seven languages, it may not reply in conversations started in unsupported languages.
Resolution Bot can also suggest relevant answers while your customers type, before they send a message. Find out how to enable this here.
When customers request human support?
If a customer expresses that they'd like to speak to a person on your team, Resolution Bot responds intelligently:
In "one-time" mode (with looping disabled) Resolution Bot will not respond, and the conversation will be immediately assigned to your team.
If customers have access to support from a teammate, the conversation will be assigned to your team.
If customers do not have access to human support, they'll be sent a link to additional help resources.