Attribute is a specially created field in the operator panel that stores information about the client. The content of the client's attributes is displayed in the operator panel in the section About the client.
Client attributes can be used for various purposes, but the main purpose is to inform the operator of the necessary information about the client. This approach will help to improve the quality of interaction between the client and the operator.
There are two types of attributes:
- System — attributes that are already set up in your personal account, you do not need to create them – you can use them immediately. They are displayed only if they are filled in. The system fills it in automatically during the bot's dialogue with the client.
- Custom — attributes that are manually entered in the administrator's personal account. Only user attributes are displayed in the operator panel.
Various attributes can be added to the company profile so that the chat operator can manually save customer information obtained during the dialogue. For example, "Full name", "Specialty", "Age". During the dialogue, the chat operator will be able to select the necessary attributes and specify the necessary information about the client. When a client contacts your company again, the operator receiving the dialog will automatically get access to the previously saved data.
You can automatically fill in the attributes using the BPL functions block Statement. During the dialogue, the bot collects the necessary information and automatically writes it to the attributes.
Tag is a label that a chat operator can assign to a client or session for quick classification and characterization.
You can add tags to the company's page that characterize the customer — customer tags. For example, "WIP client", "Frequently accessed". Or characterize a session with this client — session tags. For example, if a client wants to pay for services in advance, then the session can be marked with the "Prepayment" tag, and if the client wants to pay for services after they are completed, then the "Credit" tag can be used. During the dialog, the chat operator will be able to select the necessary tags from the list and add them to the dialog or session.
¶ Adding attributes
- Go to the section Text Bots → Attributes.
- Click
in the upper left corner. A window for adding an attribute will appear. - Enter the name of the attribute.
- Click Save. The added attribute will appear at the beginning of the attribute list.
¶ Adding tags
- Go to the section Text Bots → Tags.
- Click in the upper left corner. A window for adding tags will appear.
- Enter the name of the tag.
- Click Save. The added tag will appear at the beginning of the tag list.
- Go to the section Text Bots → Tags.
- Go to the Session Tags tab.
- Click in the upper left corner. A window for adding tags will appear.
- Enter the name of the tag.
- Click Save. The added tag will appear at the beginning of the tag list.