Manual Service
Last updated:2024-06-01

Manual Service

The manual service feature allows FlowBot developers to integrate third-party manual customer service systems to respond to FlowBot users' manual service requests. Currently, integration with the Intercom system is supported, and soon support for more flexible integration with other manual service systems (such as WhatsApp, Slack, etc.) via webhook will be available.

How to Enable Manual Service

  1. In FlowBot settings - Flow Editor, add the "Manual Service" component to the canvas.
  2. Complete the authentication configuration of the third-party manual service system to ensure successful message communication.
  3. Adjust the manual service-related configuration settings according to the actual situation of the enterprise's manual service support.
  4. Initiate a manual service request in the FlowBot conversation window to successfully call the manual service.

Complete tutorial guide for providing manual service through Intercom

Configure Manual Service Authentication

Intercom Authentication

Please refer to the configuration steps in Bot-Manual Service to complete the authentication process.

Webhook Authentication

Coming soon...

Configure Manual Service

Please refer to the configuration steps in Bot-Manual Service to complete the manual service configuration. In Flow, multiple manual service components are allowed to exist simultaneously. When multiple manual service components are triggered, the system only allows the first triggered manual service component to be activated.

  • Other triggered manual service components will not be activated and will not be able to provide service to users.
  • Once a manual service component is successfully activated, the subsequent Flow process will no longer proceed.

Initiate a Manual Service Request in the Conversation Window

  1. User initiates a manual service request
    When a user wishes to obtain manual service, the LLM will determine whether to activate the manual service. If the LLM decides to activate the manual service, it will call the manual service tools and ask the user to provide an email address. If the system already has the user's email information, the "enter email" step will be skipped, and the manual service request process will be directly initiated. alt text
    • The system has the user's email information when the user is logged in and the account is verified by email.
    • The system has the user's email information when the developer sets the user's email through the window.ChatBot.setEmail("somebody@mail.com") command in the bubble component scenario.
    • The system has the user's email information when the developer sets the user's email through iframe_url + ?email=somebody@mail.com in the iframe scenario.
  2. When the third-party manual service system receives the user's message and replies to the user's first message, the manual service session officially begins.
  3. The user can exchange unlimited messages with the manual service system, and both the user and the manual customer service personnel can proactively close the current manual service conversation.