Task bots automate repetitive tasks, so your team have more time to focus on delivering personal support. Task bots:
- Automatically answers simple questions, so customers don’t have to wait
- Closes conversations it answers
- Shows your team’s availability
- Qualifies your leads
- and more
Note: While some task bots work on the Intercom Platform, you’ll need specific Intercom products to access certain task bots.
Task bots have manners 😇
Task bots only gets involved in conversations when they knows they can help. These are designed to complement human conversations, not replace them. For example, task bots won’t interrupt when you’re talking to a user or keep asking questions to users who don’t engage.
How task bots works with Articles
When a users asks a question in the Messenger, the smart suggestions task bot will suggest relevant articles to help answer it. We call them smart suggestions.
Smart suggestions free up your support team to tackle more complex questions.
- You'll need to turn your Help Center on to use smart suggestions.
- Smart suggestions won’t appear until you have 10+ live articles in your Help Center.
- The smart suggestions task bot will only suggestsarticles when a user’s question contains more than 5 words and less than 30 words (note: it excludes words like ‘the’ and ‘a’).
- The smart suggestions task bot won’t suggest articles to users who visited your Help Center in the past 15 minutes.
When a user reads an article, the smart suggestions task bot will ask if they got what they needed, like this:
If a user clicks ‘Yes’, the smart suggestions task bot will automatically close the conversation, so it never reaches your inbox.
Then, it lets users know that they can reach out for help in the future, like this:
Note: Whenever a teammate replies to a conversation, it gets assigned to them and the smart suggestions task bot will no longer contribute to the conversation.
Your Articles Insights show you how many articles the smart suggestions task bot has successfully resolved for users.
Get feedback on articles
When a user reacts negatively to an article, the article feedback task bot follows up so you can resolve the issue.
Note: We felt it was more transparent for your auto reply to come from a bot than a human 😀 So, now your auto reply comes from the article feedback task bot, rather than a teammate. It can’t be customized.
How task bots works with Inbox
If you have Inbox - our help desk product - you’ll have access to some task bots to help you speed up and improve your support:
Show your team’s availability
The team availability bot tells customers when your team is likely to reply. Your reply time appears when a lead or user asks a question.
And when a user or lead asks a question outside office hours, the team availability bot lets people know when you’ll be back.
Collect each lead’s contact details
The qualify leads task bot asks leads for their email or SMS so you can get in touch if they leave your site.
Note: The SMS collector is only available with Inbox Pro.
Get feedback on conversations
After you close a conversation with a customer, the conversation ratings task bot will ask that customer to rate their experience. This helps you measure your support performance.
Note: Conversation ratings are only available with Inbox Pro.
Stay updated on GitHub issues
The GitHub updates task bot notifies you when a GitHub issue related to a conversation is resolved, so you can follow up with the customer.
Important: To start getting GitHub updates you’ll need to set up the integration.
How task bots work with Messages and Inbox
The qualify leads task bot can automatically route, capture and qualify leads who chat to you in the Messenger.
When a new lead starts a conversation in the Messenger, the qualify lead task bot asks if they're new leads or customers, so it can route them to the right team.
If they answer 'Yes, I'm a customer', the qualify lead task bot will route them to a team of your choice. If they answer 'No, I'm not a customer yet, the qualify lead task bot can qualify them by asking for up to four pieces of data.
The qualify lead task botwill then add their qualification data to their profile, so you can easily check this info when you're chatting to them in the inbox.
Configure your task bots
From here, you can turn some task bots on/off, like this:
There are a few things you should do to get the most from your task bots: