I have tried building my own bot using Kore Bot Builder to replicate the "Every bank does digital. Do it better." use case.
Till now, what I could do with my bot is, deliver alerts and execute actions in form of tasks.
What I want now is, a Siri-like conversational experience, tailored to my business need. Here is an example of SAP HANA bot as shown in this video.
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how based on web-chat-hero application I can implement helpdesk application? I am looking for high level overview of functionality: so customer will use MS Bot Chat to get the help, then bot should be escalated to Helpdesk agents, who will use ACS to answer customer chat.
Whatsapp just released their api (yeah FINALLY!)
You have to confirm a phonenumber. I was wondering if you could create multiple Whatsapp bots with one phonenumber. Or you would need to buy prepaid cards for each new bot to receive sms and confirm that number.
Each bot should have it's own number.
When a user sends a message, the correct bot needs to load which is not possible, as it cannot guess which one was intended.
A possible workaround is to combine all bots into a single one and create a redirection phase (first one obviously) with a "bot selection menu".
For example:
Hi, please choose the correct service:
shopping helper
calendar
timer
app downloader
Choosing an option will load the requested agent
I am doing a proof of concept to find a way to make callouts from Apex code to send automated Whatsapp messages/communications from Salesforce to our customers at difference points of time in Sales life cycle (ex: one at lead conversion, one when a payment is received etc).
My assumption here is to send these messages via triggers. Only thing is i am not able to figure out the correct approach to start with. I did see an example online which is using middleware apps like twilio, weboxapp to convey the messages to Whatsapp servers. Is there a way these communications could be sent directly? Any leads are appreciated!
There appears to be a fairly new integration set up between Salesforce and WhatsApp. There's a good write up in the first link below, and then documentation from Salesforce in the 2nd link. I'd start by looking through there because it might help solve your requirements much more easily. I believe that Whatsapp's APIs are private and need to be accessed through an approved partner.
https://www.wearemarketing.com/blog/salesforce-whatsapp-integration-release.html
https://help.salesforce.com/articleView?id=sf.messaging_set_up_whatsapp.htm&type=5
I've a basic question about protocol transfer on Messenger.
How can a community manager takeover a conversation?
I don't want people to click on button to go to the second receiver. I want the community manager blocks the automated answers from the chatbot and go on a live one to one chat via Inbox Messages.
Currently, there is no way for a user to take control from the Page Inbox. The only way for the bot to be turned off in a scenario like this is for the bot to use handover protocol to pass thread control to the Page Inbox.
https://developers.facebook.com/docs/messenger-platform/handover-protocol
we have built a very simple bot that simply passes any message onto our own application. (we want to answer questions asked from our customers to be handled straight from our CRM application for customer service purpose)
Now, the bot is declined with message:
Thank you for your submission. We tested the messenger experience on your associated page and received either no response from your messenger bot or received a human response. Please resubmit with the new, improved version of your bot.
Which raises the question for me: is it even allowed to do human assistance via the messenger API? Or is it bot only? I have read through all the platform policies, use case examples, etc.
So, how do I create the simplest integration? (send message straight through to one of our customer service users?)
Making a bot is easy if you use Wit.ai which is an NLP and speech API. It can integrate with the messenger/graph API. Basically, you send text to wit.ai and it returns the intent. For example: you send "get me a large pizza" to Wit and it returns something like (intent = pizza, size=large, time = now) You could also try api.ai but in my opinion, it is not as good yet.