Operator answers simple questions so your team can focus on the conversations only humans can handle. 

Operator interacts with your users in a number of ways. You can see everything Operator does in your Operator settings. Some of Operator’s skills can be turned on or off - others are always on. 

In the Messenger

When a user starts a new conversation 

When a user starts a new conversation in the Messenger, Operator will tell them how quickly your team usually replies.

Note: Operator's team availability skill is always on.

When a visitor or lead starts a conversation

When a visitor starts a conversation, Operator asks if they're customers, so it can route their conversation to the right team.

If they answer 'Yes', Operator will ask for their email address and route them to the team or teammate of your choice. If they answer 'No', Operator will qualify them. You can learn more about Operator's conversation routing skill here.

When a new or unqualified lead starts a conversation

When a new or unqualified lead starts a conversation in the Messenger, Operator will ask for their email address.

Note: If you'd just like to capture email addresses, choose 'Capture email' in Operator's 'Qualify leads' skill.

Operator can also qualify your leads by asking for up to four pieces of information.

Note: Operator's 'Qualify leads' skill is always on. You can choose if you want to just capture email addresses, or if you want to ask for four qualification details.

When a lead replies to an auto message

If a lead replies to your auto message, Operator will send them your usual reply time. Operator will also ask for their email address so you can contact them if they leave the conversation. 

If you use Inbox Pro, you can also ask for a phone number. You can toggle this in your Operator settings.

You can also follow up and qualify leads who reply to your auto messages with Operator.

When a user asks a question

Right after sharing your usual reply time, Operator will check if the user has visited your Help Center in the previous 15 minutes. If they haven’t, Operator will share relevant help articles based on the question they asked.

Note: You can turn smart suggestions on or off in your Operator settings.

Important: Articles need to be sorted into collections before they'll be suggested.

A user engages with an article 

After Operator shares articles with a user, it will wait to see if the user engages with them. If the user clicks on an article, Operator will ask the user if they found the answer they were looking for. 

If the user chooses ‘Yes’, Operator will close the conversation and let them know they can ask further questions if needed.

If the user selects ‘No’, Operator shows your team’s reply time and invites the user to wait for a teammate to reply.

A lead or user reacts with 🙁  to an article 

If a lead or user gives an article in your Help Center a negative reaction, Operator invites them to speak with your team to get more help. Their feedback also helps you understand which articles you should improve.

In the case of a lead, Operator will also ask for their email address or phone number. You can turn phone number requests on or off in your Operator settings.

Note: Article feedback is always on.

A teammate closes a conversation 

If a teammate closes a conversation with a user, Operator will ask them to rate the conversation.

If you snooze the conversation or leave it open, Operator won’t send the conversation rating.

Note: You can turn conversation ratings on or off in your Operator settings.

In the Inbox

An issue opens or updates in GitHub

If you use the GitHub integration, Operator will let you know when an issue is opened or has a status change. 

This allows you to quickly tell the user when there is fresh information relating to their conversation.

Learn more about the GitHub integration.

A user asks a question in a conversation

If a user asks you a question, Operator will suggest relevant articles for you to share in the inbox.

To add an article to your reply to the user, simply click on one of Operator’s suggested articles. You can add additional context to your message before sending it. 

Note: Smart inbox suggestions require Inbox and are always on.

What’s next?

Read about when Operator doesn’t send messages to your users and leads.

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