CINXE.COM
Smartsupp — Chatbot – fonctionnalités de transfert
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<article class="o-answer" data-controller="feedbacks" data-feedbacks-load-form-value="/admin/feedbacks/comments/new?question_id=1845803"> <h1 class="o-answer__heading"> Chatbot – fonctionnalités de transfert </h1> <div class="helpjuice-table-of-contents-container"> <p> Table des matières </p> <div class="helpjuice-toc-items"> <a href="#chatbot-fonctionnalits-de-transfert-0" data-tag-name="H2"> Chatbot – fonctionnalités de transfert </a> <a href="#comment-cela-fonctionne-t-il-1" data-tag-name="H3"> Comment cela fonctionne-t-il ? </a> <a href="#comment-le-mettre-en-place-2" data-tag-name="H2"> Comment le mettre en place ? </a> <a href="#dsactiver-le-champ-de-texte-dans-le-chatbox-3" data-tag-name="H3"> Désactiver le champ de texte dans le chatbox </a> <a href="#ajouter-loption-de-transfrer-la-conversation-un-agent-4" data-tag-name="H3"> Ajouter l'option de transférer la conversation à un agent </a> <a href="#transfert-vers-email-5" data-tag-name="H2"> Transfert vers email </a> </div> </div> <div class="o-answer__content fr-view" data-action="mouseup->feedbacks#update"> <div class="helpjuice-article-body-content helpjuice-editor-content"><h2 id="chatbot-fonctionnalits-de-transfert-0" data-toc="true"><strong>Chatbot – fonctionnalités de transfert</strong></h2><div class="helpjuice-callout info"> <div class="helpjuice-callout-body"><p>Cette fonction n'est disponible que dans les forfaits <strong>STANDARD</strong> et <strong>PRO</strong>.</p></div> <div class="helpjuice-callout-delete"> </div> </div><p>Vous avez mis en place votre chatbot mais vous recevez encore beaucoup de questions non pertinentes ou répétitives ? Vous souhaitez encourager vos clients à trouver les réponses dans le chatbot et à vous contacter uniquement s'ils ont des questions plus complexes ?</p><p>Grâce à la nouvelle fonctionnalité de chatbot qui permet de transférer les messages d'un bot à un agent, vous ne recevrez que des questions pertinentes de la part de visiteurs qui ont le potentiel de devenir des clients.</p><h3 id="comment-cela-fonctionne-t-il-1" data-toc="true"><strong>Comment cela fonctionne-t-il ?</strong></h3><p>Tout d'abord, vous désactivez le champ de texte dans le chat box. Ensuite, vous choisissez des boutons spécifiques dans votre chatbot qui seront utilisés pour transférer la conversation à un agent. Lorsqu'un visiteur clique sur l'un de ces boutons, le champ de texte réapparaît et il peut vous contacter. Dans le même temps, vous recevrez une notification dans le tableau de bord pour vous informer qu'un client souhaite vous parler.</p><p>Cela encouragera les visiteurs à explorer le chatbot avant de vous contacter. La plupart des visiteurs qui viendront ensuite vous voir poseront des questions pertinentes sur vos produits ou services et vous pourrez facilement les transformer en clients heureux.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/LmSVeTBO1qKtvLaaxhLKAMx7C811ybGO.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/LmSVeTBO1qKtvLaaxhLKAMx7C811ybGO.gif" alt="" loading="lazy"></a></p><h2 id="comment-le-mettre-en-place-2" data-toc="true"><strong>Comment le mettre en place ?</strong></h2><h3 id="dsactiver-le-champ-de-texte-dans-le-chatbox-3" data-toc="true"><strong>Désactiver le champ de texte dans le chatbox</strong></h3><p>Commençons par aller dans <a href="https://app.smartsupp.com/app/dashboard/chatbots">le garage à chatbots</a> et créer un nouveau chatbot ou ouvrir un chatbot existant. Si vous n'êtes pas sûr de savoir comment créer un chatbot, consultez notre <a href="/chatbots-et-automatisation/chat-bot">tutoriel </a>et vous saurez tout en un rien de temps :)</p><p>Une fois que vous avez ouvert votre chatbot, allez dans la section <strong>"Paramètres"</strong>.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/R8sBx03ZI7xOvcaHBdqvppb2LiVS9wIE.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/R8sBx03ZI7xOvcaHBdqvppb2LiVS9wIE.jpg" alt="" loading="lazy"></a></p><p>Sélectionnez la catégorie "Comportement" et cochez l'option <strong>"Désactiver le champ de texte dans le chat box"</strong>. N'oubliez pas d'enregistrer vos modifications.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/rsI9v7gmDYfKAouv4LeEqeeOlp7dvky3.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/rsI9v7gmDYfKAouv4LeEqeeOlp7dvky3.jpg" alt="" loading="lazy"></a></p><div class="helpjuice-callout info"> <div class="helpjuice-callout-body"> <p><strong>Remarque:</strong> Nous recommandons de configurer le chatbot pour qu'il apparaisse soit lorsqu'un visiteur clique sur le bouton du chat box, soit une seconde après que le visiteur ait accédé au site Web.</p> <p>Dans la section <strong>"Quand"</strong>, choisissez l'option <strong>"après que le visiteur a atterri sur le site web"</strong> ou <strong>"après que le visiteur a cliqué sur le bouton du chatbot"</strong> (si vous voulez afficher le chatbot immédiatement, réglez le délai sur 1 seconde).</p> <p>Cela permet d'éviter que le champ de texte ne soit visible avant le lancement du chatbot.</p> </div> <div class="helpjuice-callout-delete"> </div> </div><p>C'est à vous de décider si vous voulez ajouter d'autres conditions à votre chatbot. Par exemple, vous pouvez afficher le chatbot uniquement sur une page spécifique, ou à un public spécifique, etc.... Si vous souhaitez en savoir plus sur les conditions du chatbot et sur la façon de les configurer, vous pouvez consulter notre <a href="/chatbots-et-automatisation/chatbot-conditions">tutoriel</a> détaillé.</p><h3 id="ajouter-loption-de-transfrer-la-conversation-un-agent-4" data-toc="true"><strong>Ajouter l'option de transférer la conversation à un agent</strong></h3><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/suIZflrU2lvSRkJgXlGI1hRn1jC0bif0.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/suIZflrU2lvSRkJgXlGI1hRn1jC0bif0.png" alt="" loading="lazy"></a></p><p>Maintenant, nous pouvons passer à l'apprentissage de la manière de transférer les conversations d'un chatbot vers un agent. Tout d'abord, nous vous recommandons de créer toutes les branches et les réponses dans votre chatbot où vous souhaitez désactiver la conversation. Vous pouvez vous inspirer de notre modèle de chatbot spécialement conçu pour le commerce électronique.</p><div class="helpjuice-callout success"> <div class="helpjuice-callout-body"><p><strong>ASTUCE: </strong>Par exemple, vous pouvez créer un ensemble de questions et de réponses à des interrogations courantes telles que l'expédition ou le paiement, proposer des réductions, informer les visiteurs sur les événements saisonniers ou créer un guide d'achat pour aider les clients à trouver le produit qu'ils recherchent.</p></div> <div class="helpjuice-callout-delete"> </div> </div><p>Une fois que vous avez terminé, vous pouvez commencer à ajouter des boutons qui serviront à contacter l'agent. Choisissez une branche ou plusieurs branches que vous voulez terminer avec l'option de transférer la conversation à un agent. Cliquez sur le dernier message de cette branche, sélectionnez <strong>"Ajouter une réponse rapide"</strong>, puis choisissez <strong>"Se connecter avec un opérateur"</strong>.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/MRy3EgcRuNuFVhmignfd3QXHRqBBhmDC.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/MRy3EgcRuNuFVhmignfd3QXHRqBBhmDC.jpg" alt="" loading="lazy"></a></p><p>Enfin, il suffit de taper le titre du bouton, par exemple : 💬 <i>J'aimerais avoir un conseil</i></p><p>Et préparez une réponse que le visiteur reçoit après avoir cliqué sur le bouton. Cela peut être par exemple quelque chose comme :</p><p><i>Nous serons heureux de discuter avec vous ici même sur le chat et de vous aider à résoudre tous les problèmes que vous pourriez rencontrer. Veuillez patienter un instant et nous reviendrons vers vous. 😉 En attendant, n'hésitez pas à nous faire savoir comment nous pouvons vous aider. </i></p><p>Vous pouvez faire de même pour toute autre branche que vous souhaitez terminer par l'option de basculer la conversation vers un agent. Dans l'arborescence de votre chatbot, vous pouvez facilement reconnaître ces options grâce à l'icône rose.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/W54QibLUnrWRBXNaL3c87wMSgS3iChYB.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/W54QibLUnrWRBXNaL3c87wMSgS3iChYB.jpg" alt="" loading="lazy"></a></p><p>Si vous voulez voir si votre chatbot ressemble à ce que vous vouliez, cliquez sur<strong> "Prévisualisation"</strong> et vous pourrez vérifier à quoi ressemblera le chatbot sur votre site Web une fois qu'il sera publié.</p><div class="helpjuice-callout success"> <div class="helpjuice-callout-body"> <p><strong>Comportement de plusieurs chatbots :</strong> </p> <ul> <li>si vous utilisez des chatbots avec une champ de texte désactivée <strong>(CTD)</strong>, l'autre <strong>automatisation</strong> (chatbots et messages automatiques) <strong>est également déclenchée</strong>.</li> <li> si vous avez <strong>plusieurs chatbots avec CTD</strong> avec différents délais, une fois que <strong>le visiteur clique</strong> sur le bouton du chat box, <strong>ils se déclencheront tous</strong>.</li> <li>si vous avez un chatbot avec un <strong>champ de texte activé</strong> <strong>(CTA)</strong> et <strong>un autre avec un champ de texte désactivé</strong>, l'activation du champ de texte dépend du <strong>chatbot sur lequel le visiteur a cliqué</strong> (chatbot avec champ de texte désactivé / pas d'activation du champ de texte, chatbot avec champ de texte activé / activation du champ de texte).</li> </ul> </div> <div class="helpjuice-callout-delete"> </div> </div><div class="helpjuice-callout info"> <div class="helpjuice-callout-body"> <p><strong>Astuces pour travailler avec des multichatbots</strong></p> <ul> <li>laissez les chatbots dont le champ de texte est désactivé passer en premier, vous pouvez définir d'autres conditions pour les chatbots dont le champ de texte est activé après</li> <li>cibler les chatbots dont le champ de texte est désactivé sur les sous-pages</li> <li>vous pouvez également utiliser la fonction de <a href="/chatbots-et-automatisation/routing-between-chatbots">routage entre les chatbots</a> pour simplifier le flux.</li> <li>s'assurer que le délai entre les chatbots est suffisamment élevé.</li> </ul> </div> <div class="helpjuice-callout-delete"> </div> </div><p> </p><div style="background-color:#ffefc7 !important;background-size:50px !important;border-radius:8px;color:#b07500 !important;list-style-position:inside !important;margin:0 0 16px;padding:2em !important;"> <strong>Attention : </strong>si le client sélectionne l'option de contacter l'agent, le chatbot disparaît automatiquement et il n'est plus possible de revenir à ses branches précédentes.<strong> </strong> </div><h2 class="css-0" id="transfert-vers-email-5" data-toc="true" data-testid="widget-options-language"> <br><strong>Transfert vers email</strong> </h2><p>Cette fonction permet de remettre chaque conversation à une adresse email spécifique, telle que l'email de vos agents ou un système de gestion de tickets. Lors de la configuration de votre chatbot avec un nœud de transfert, vous pouvez choisir si la conversation doit être transférée à un agent ou à une adresse email. Cette option peut être configurée pour les statuts en ligne et hors ligne. <br><br>Instructions de configuration :</p><ul> <li>Allez dans l'onglet <strong>Automatisations</strong> et sélectionnez ou créez un chatbot qui inclut un nœud de transfert.</li> <li>Pour chaque statut, sélectionnez l'option<strong> Transférer la conversation vers un email</strong> et entrez une adresse email unique.</li> <li>Vous pouvez également rédiger des messages courts pour chaque mode de statut.</li> <li> <strong>Sauvegardez</strong> et <strong>publiez</strong> votre chatbot.<br> </li> </ul><figure class="image"><img src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/13961/4332719/Email%2Bhandover%2B2.gif"></figure><p>Vous recevrez désormais les conversations pour le statut de chatbox sélectionné dans votre email. Vous pouvez accéder à la conversation du visiteur dans votre boîte de réception en utilisant le bouton 'Détail de la conversation'. La conversation sera disponible 2 minutes après la fin de la session par le visiteur.</p><p>Après l'envoi de l'email, le visiteur pourra commencer une nouvelle conversation et répéter le processus 3 fois par heure. Vous pourrez également répondre à ces messages directement par email.</p><p>Voyez ci-dessous comment cela apparaît du côté du visiteur.</p><figure class="image"><img src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/13961/4332687/Email%2Bhandover%2B1.gif" width="516px"></figure><p> </p><div class="helpjuice-callout info"> <div class="helpjuice-callout-body"><p id="note-6" data-toc="true"><strong>Remarque</strong> : Cette fonctionnalité <strong>ne permet pas</strong> l'ajout automatique <strong>d'étiquettes.</strong></p></div> <div class="helpjuice-callout-delete"> </div> </div><div class="helpjuice-callout info"> <div class="helpjuice-callout-body"><p id="note-6" data-toc="true"><strong>Remarque</strong> : <strong>Les groupes </strong>ne sont pas associés à la conversation lorsque seul le mode de transfert par email est activé.</p></div> <div class="helpjuice-callout-delete"> </div> </div><p> </p></div> </div> <div class="o-answer__undertext"> <em> Vous ne savez toujours pas quoi faire ? Contactez-nous via le chat box de votre tableau de bord et nous nous ferons un plaisir de vous contacter. Veuillez noter que le service clientèle n’est inclus que dans les formules payantes. </em> </div> </article> <div class="c-helpful was-this-helpful"> <h2 class="c-helpful__text">Was this article helpful? 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