- I want to be able to connect my WhatsApp chatbot to a database, please check if the below workflow is possible
Workflow:
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User Message : The chatbot receives a message from WhatsApp.
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Database Query : The chatbot processes the message and queries the database (e.g., retrieve user data or order details).
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Reply : The chatbot responds to the user on WhatsApp based on the database information.
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Can message handover in whatsapp be made possible, for example the agent ask a question and then an agent takesover the chat, then when the agent is through, he or she closes the chat and feedback questions are asked and responses collected. Check the scenario below
Scenario: Customer Service for an E-commerce Platform
Step 1: Initial Customer Interaction with the Chatbot
A customer, Sarah, visits the e-commerce platform’s WhatsApp Business account to inquire about the status of her recent order.
Chatbot:
“Hello, welcome to XYZ Store! How can I assist you today? You can type ‘Order Status,’ ‘Returns,’ or ‘Speak to an Agent.’”
Sarah:
“Order Status”
Chatbot:
“Please provide your order number.”
Sarah:
“12345”
Chatbot:
“Thank you! Your order is in transit and will be delivered by October 5th. Do you need further assistance?”
Sarah:
“Yes, I have a question about my delivery.”
Step 2: Handover to a Human Agent
At this point, Sarah’s request triggers the chatbot to hand over the chat to a human agent, Alex, because her query requires a more personalized response.
Chatbot:
“One moment please. Connecting you to an agent.”
(Alex, the customer service agent, joins the chat.)
Alex:
“Hi Sarah, I’m Alex, and I’ll assist you with your delivery question. How can I help?”
Sarah:
“I’d like to know if I can change the delivery address before the package is delivered.”
Alex:
“Sure! I can help with that. Please provide your new address, and I will update the delivery details.”
Sarah:
“Grove Street, Apartment 203, New York.”
Alex:
“Great! I’ve updated the delivery address. Your package will now be delivered to Grove Street, Apartment 203, by October 5th. Is there anything else I can help you with?”
Sarah:
“No, that’s all for now. Thank you!”
Step 3: Agent Closes the Chat and Handover Back to Chatbot
Once the issue is resolved, Alex closes the chat, which triggers the chatbot to take over for feedback collection.
Alex:
“Glad I could help, Sarah! I’ll close the chat now. Have a great day!”
(Agent closes the conversation. Chatbot takes over.)
Chatbot:
“Thank you for chatting with us today! We’d love to hear your feedback. Could you take a moment to answer a few quick questions?”
Sarah:
“Sure.”
Step 4: Chatbot Collects Feedback
Chatbot:
“On a scale of 1 to 5, how satisfied are you with the assistance you received today? (1 being the lowest, 5 being the highest).”
Sarah:
“5”
Chatbot:
“Thank you! How likely are you to recommend our service to a friend or colleague? (1 being the lowest, 10 being the highest).”
Sarah:
“9”
Chatbot:
“We appreciate your feedback! If you have any more questions in the future, feel free to reach out. Have a wonderful day!”