How to use Auto-assign

With Auto-assign, you can set up specialized teams in eBanqo messenger that handle specific requests. Customers are routed to these teams based on the criteria you choose. Currently, on eBanqo Messenger, those criteria are:

  1. Department
  2. Issue type
  3. Branches
  4. Channels
  5. Customer type

Setting a routing criteria

To set your routing criteria:

1. Go to configurations > auto-assign 

2. Click on routing criteria

an image showing users how to set up auto assign in eBanqo Messenger

3. You can choose from any of the routing criteria: department, issue type, branch.

4. Move your mouse over your preferred criteria and click on create issue type

a screenshot showing how to set upauto-assign

P.S. Create issue type is used here because the selected routing criteria is Issue type. If you select Department, it will be create department.  For Branch, you will be prompted to search for a branch like shown below. Please note that the branch criteria is only available for customers using Google’s Business Messages channel.

5. Fill in the title of the issue and a short description

 

How to create a team

After setting your routing criteria, the next step is to create your team. Click on Teams

Next, click on create new team

A modal opens. Fill in the information in the modal.

  1. Fill in the name of your team
  2. Provide a brief description of the team
  3. Fill in your email address
  4. Click on the drop-down and select the criteria you’re using to assign (assigning criteria is department, issue type, branch, channel and customer type)
  5. Search for the agents you want to add to the team. (Note that these agents must be eBanqo Messenger users)

Reports: How to view reports

Reports give you insight into platform analytics. Some reveal your agent’s activities, others depict how often your customers are using the services in your chatbot.

eBanqo Messenger has six (6) broad categories of reports. Here’s a summary of what each of them is:

1. Messages

Messages tell you the total number of messages exchanged between customers, your bot and support people on your platform. It has two sub-categories:

a. Number of Messages: This is the sum of all messages either from a platform of your choice or all the platforms your bot is active on. These messages are divided into different categories:

  • User messages refer to all messages from customers
  • Support messages which is the sum of all messages exchanged between your customers and support reps
  • Bot messages refer to messages between your customers and your chatbot
  • Successful push notifications is the number of broadcast messages you’ve sent
  • Pending push notifications refer to broadcast messages that are yet to be delivered.
  • Failed push notifications are those that weren’t delivered.

b. Messages by platform: Messages by the platform is the sum of all messages exchanged on the platforms you’re active on.

In the later part of this article, we’ll show you how to find and download reports

 

2. Chat Sessions

Chat Sessions is a list of customers that have chatted with you. It’s divided into two subcategories: Bost sessions and Support sessions.

a. Bot sessions: This is a list of customers who’ve chatted with your bot. This list contains their names, platform, and date of last chat.

b. Support sessions; It contains a list of customers who have chatted with your support team. Just like bot session, this list contains their names, platform, and date of last chat.

3. Customer Service

Customer service report contains information about your agents’ activities. If you’re looking for data on your agents’ performance, you’ll find it here.

This report contains your agent’s name, the number of customers they’ve chatted with in a selected timeframe, the average rating and how often they log into the platform.

 

4. New customers

This report shows you the number of customers who’re chatting with you for the first time on a selected channel or all your channels.

 

 

5. Service Usage

Service usage gives you insight into the services each customer performed on your chatbot, the status of the transaction (successful or unsuccessful) date and the channel the transaction was carried out.

 

6. Conversations

Conversations give you insight into your peak hours. You see the conversation flow on selected days and hour, and can use the data to make more accurate predictions.

 

How to retrieve reports

You can print and download your reports as PDF,  Excel, and CSV from eBanqo Messenger. Follow these steps below to export your documents. Note that these steps work for any report you want to export.

1. Log in to your account and click on reports

2. On the right hand tab, click on the report you want to download

3. Once the report loads, follow these steps to export your reports.

Step 1: Click on the report you want to export

Step 2: Select the date range. When you click on the date selector, it’ll load like the image below:

Select the date range for the report you want to view. Note that you cannot view or download reports older than six (6) months.

Step 3: Next, select the platform report you want to view.

If you want to view or download the report for all your platforms, select, All platforms

Step 4: Click on fetch Data to retrieve your report.

Step 5: You can either print, download as PDF, as CSV or Excel.

 

Understanding your eBanqo Messenger dashboard

Your eBanqo Messenger dashboard contains four parts:

1. Customer Activity

2. Customer’s usage of services

3. Messages by service

4. Messages by knowledge Base

We’ll explain in detail, what each of these means.

1. Customer Activity

Customer activity measures the number of times customers used each of the services offered by your digital assistant. It counts the frequency at which service was not and not the number of people using it. This means that, if a customer performs a single activity – say, ask a question five times, it’ll count it as such (five times).

 

There are two stats on the right-hand side of the image above: Total services used and Unique services used.

Total Service used: Total services used tells you the number of times customers used the services your chatbot or digital assistant offers. If a customer used the same service multiple times, it is counted. For instance, if a customer viewed their mini-statement three times in a day, it is counted as three activities even though it’s the same customer.

Unique services used: Unique services use counts only the services used and not the number of times it was used. For instance, if ten customers used mini statement fifty times within a selected timeframe, it counts it a one service.

2. Customer’s Usage of Services

Customers usage of services used is different from  Customer Activity. It doesn’t count the number of times each service was used by customers. Instead, it measures the number of customers who’re using the services offered by the bot within a time frame. It doesn’t count the services used but the people using them.

 

On the right-hand side of the screenshot above,  there’re two stats:

Number of customers: The number of customers refers to the total number of people who used the service within a time frame.

Number of chat sessions: Number of chat sessions refers to the number of chat sessions your bot or customer support held with customers. If one customer chatted with the bot or customer support twice a day, it is counted as multiple sessions.

3. Messages by Service

Messages by service counts the number of messages customers exchanged with your chatbot to complete an activity. The purpose of this stat is to ensure that so many steps or messages aren’t involved in order to complete an activity.

 

There’re two stats on the right-hand side of the screenshot above:

Number of Customer Messages: This is the sum of all the messages customers have exchanged on your platform. This includes messages exchanged with your chatbot, support rep and responses to system messages.

Messages by platform: Messages by platform shows you the total number of messages customers exchanged with you (with your bot, support people or responses to system messages) on the different platforms you’re active on.

4. Messages b Knowledge base

Messages by knowledge base depict the number of customers’ messages that fall into different knowledge base categories.

How to set up your eBanqo Account

Setting up your eBanqo account involves creating your chatbot, connecting your communication channels, and embedding the chat widget on your website. Follow the steps below to get started:

Step 1: Signing Up

  1. Visit the Website: On the eBanqo website, click on “Sign up now.”

How to Set Up Your eBanqo Account

  1. Choose a Plan: You will be presented with options to select the best plan for your business. You can choose between the “Free” or “Growth plan”. If you need a custom solution, click on the “Enterprise plan”.How to Set Up Your eBanqo Account
  2. Enter Business Information: Fill in the required details about your business.How to Set Up Your eBanqo Account
  1. Email Verification: After submitting your business information, you’ll receive a verification email. Click the link in the email to verify your account, set your password, and log in.
  2. Questionnaire: A brief questionnaire will appear, asking about your reasons for choosing eBanqo. Complete the questionnaire and proceed.
  3. Sign In: After completing these steps, sign in using your provided username and password, and begin setting up your first chatbot.How to Set Up Your eBanqo Account

 

Step 2: Creating Your Chatbot

When setting up your chatbot, you’ll go through five steps. Here’s how to configure it:

  1. Bot Logo:  You have the option to upload a custom image for your bot, or you can use the default avatar.
  2. Bot Name : Choose a name for your chatbot. This name will be displayed when the bot sends a welcome message to your customers.
  3. Support Email : Enter an email address to receive notifications from the bot, such as when a customer joins a queue or leaves feedback.
  4. Time Zone : Select the time zone that aligns with your business location.
  5. Welcome Message- Customize the default welcome message if needed. Use placeholders like `{{bot_name}}`, `{{customer_name}}`, or `{{email}}` to personalize the message with details like the bot’s name or the customer’s information.

Once you’ve completed these configurations, click Continue to save your chatbot settings.

Step 3 : Add FAQs

Your chatbot will provide answers to frequently asked questions by retrieving information from the knowledge base. Follow these steps to add FAQs:

The platform comes with default questions as you can see below.

How to Set Up Your eBanqo AccountHow to Set Up Your eBanqo Account

Remember to regularly update your knowledge base as your business evolves to ensure that your chatbot stays accurate and responsive.

 

 

Conversations tab: How to chat, reassign and end a chat

How to chat with a customer in the queue.

1. To chat with a customer on the queue, go to Conversations > Support Queue 

2. Select a customer from the queue

To re-assign a chat:

1. After you have picked a customer on the queue, the conversation loads on the right-hand side of your screen.

You can view the conversation history here,

2. If you’d like to re-assign to someone else, click on the three dots on the top right-hand corner and select Assign to another support agent

3. A modal loads afterwards. From the dropdown, select the agent you want to assign to and click on Assign.

To chat with a customer

1. After you have picked a customer on the queue, the conversation loads on the right-hand side of your screen. Click on Start chatting with <insert customer’s name.>

To end a chat

When a conversation has come to a close, you can end it immediately instead of waiting for the system to auto end it.

1. Click on the three dots on the top right-hand corner and select End chat

2. Afterwards, a modal loads. From the drop-down, select a reason for ending the chat, then click on End chat

How to enable or activate a role

To enable or activate a previously deactivated role, go to configuration > role. Using the slider at the bottom of your screen, scroll to the right. Click on the three dots beside the role you want to disable. A modal appears.

image of how to activate or deactivate a user

Check Activate to enable or activate a role. Click on save.

How to manage a failed response

There will be instances where customers will find the answer your chatbot provided unsatisfactory. This is called a failed response. When this happens, the platform logs it so you can review them later and add them to your knowledge base or as a service.

When you add a failed response as a service, you’re essentially telling the platform to trigger any of the services you’re offering on your bot whenever a particular phrase is typed.

Follow these steps to add a failed response to your knowledge base or as a service.

1. Go to conversations > failed responses

2. Go to the failed response you want to add either to your knowledge base or to a service.

To add to the knowledge base:

a. Use the scroll bar at the bottom of your screen and scroll to your preferred question

 

b. Click on add this request to a knowledge base.

c. Next, a modal appears

 

d. Click on select knowledge base/ section. A drop-down containing all your knowledge base and sections appears. Note the arrow beside each knowledge base. Click on it to add the question to a knowledgebase section.

 

e. In the next section which we numbered 2 and 3 in the screenshot below, you can edit the existing question and also type in your answer.

f. Click on  ok

To add to a service:

a. Select Add failed response to a service

 

b. A modal appears

In 1, you can edit the customer’s question if you wish

In 2, select the service you want the chatbot to trigger whenever customers type this phrase or sentence

Afterwards, click on ok

 

How to view chat history

You can view the previous conversation your customer had with you or the bot in two ways:

  1. Either during a chat
  2. Or after the chat has ended
  • How to view chat history during a chat.

1. Click on the three dots on the top right-hand corner of your chat window

2. Click on view chat history

 

3. A grey box containing all your past conversations with the customer appears.

 

4. Scroll down to find your preferred date and click on it

 

5. The conversation opens and you can view the past chat

 

  • How to view chat history after a chat.

To view a past chat history after the chat has ended:

1. Go to conversations > user messages

2. Next, you’d see a list of everyone your business has chatted with.

 

3. Scroll down till you find the customer whose chat history you want to view. Alternatively, you can search for the customer using either their name, email or the platform the chat occurred on.

 

4. When you find the chat history you want to view, click on it. A conversation bar opens at the right-hand side of your screen.

5.The grey boxes contain the chat history. Scroll down to find your preferred date and click on it

6. The conversation opens and you can view the past chat