Chats Overview

Connecting with customers through chat is becoming increasingly popular. Chats can be used for customer service, information, and consultations.

Cubu supports chat in two main ways:

1. Cubu Portal (Standalone or Embedded): Customers who opt for walk-in service through the Chat channel enter a queue and connect with an agent via a chat interface.

2. WhatsApp Integration: By configuring WhatsApp integration, organizations can publish their WhatsApp business number. Customers can initiate a chat by sending a message to this number using their WhatsApp application. The Cubu Chatbot handles the initial customer interaction, gathering information about the required service, service type, and any necessary data.

Additionally, agents can chat with customers directly from the Case Tab within the Service Console.

Agent Console Chat Panel

Chatbots

A Cubu Chatbot defines a chat channel for a specific chat client (e.g., WhatsApp) that can handle incoming chat messages from customers. The bot performs an automated conversation with a customer to determine his needs, gather required data, and hand off the chat to a human agent.

An organization can define multiple chatbots to accommodate multiple WhatsApp numbers, ensuring flexibility and scalability for handling customer interactions across different channels.

Chat Flow

When a chatbot interacts with a customer, it follows a preconfigured flow.

Cubu currently supports "Flow 1", as described below.

Flow 1

Flow 1 guides the customer through language selection, service and service type selection, authentication (if required), and data collection, culminating in the creation of a case record and seamless handoff to a human agent.

1. Language Selection:

   1. If multiple languages are configured for the chatbot, the customer will be prompted to select their preferred language.

   2. If only one language is configured, this step will be skipped.

2. Service Selection:

   1. The customer will be prompted to choose a service from the available services configured for the chatbot.

   2. If only one service is available, this step will also be skipped.

3. Service Type Selection:

   1. The chatbot will display all service types under the selected service category that supports the chat channel.

   2. If only one service type exists, this step will be skipped.

4. Customer Authentication (if required):

   1. If authentication is needed, the chatbot will prompt the customer to provide their identification information.

   2. The user will then be authenticated using an OTP (sent via SMS) or through a validation field, as defined in the Customers Table configuration.

5. Contact Phone Number (if required):

   1. If the service requires a contact phone number, the chatbot will prompt the customer to provide it.

   2. If OTP verification is enabled, an SMS will be sent to the provided number, and the customer must enter the OTP.

6. Additional Information:

   1. The chatbot will request any additional fields required by the service category.

7. Case Creation and Agent Handoff:

   1. Once all the necessary information is collected, the chatbot will create a new case record in the target service’s inbox.

   2. The customer will be notified about their position in the queue and informed when a human agent takes over the conversation.

To learn how to configure chatbots for your organization, see:

⚒️Chatbots Configuration