A customer may use a Concierge or Knowledge Bot to get all their questions answered. In that case, the Concierge or Knowledge Bot used can auto-resolve the customer's Issue right in the conversation with the user, whether it is conducted through SMS, webConnect, or other channel. All you need to do is set up the Auto-resolve Bot topic with the appropriate responses. This can be done for both Concierge and Knowledge Bots and the setup is almost identical.
NOTE: you can only edit this functionality if you have the Train Bots permission. Please email success@goboomtown.com to get the permission.
- Go to
(Topics) on the left navigation bar of the Bots modal. Click 
(Pencil) to edit a topic or 
to add a new topic. - Type Auto-resolve as the Subject/Title for convenient search.
- In the Text section, include a verification message asking the user if their issue has been resolved.
- Hit Save.
- Scroll down to add a Response and label it with a statement that confirms the user has resolved their Issue (see screenshot below). Set the Go-to other topic toggle to the "on" position and choose the custom resolve issue topic from the Go To field's drop-down list. Click Save & Exit to save your new response.
- Add an additional Response (also with a Button Validator) that takes routes the user to an agent through the Speak to Agent topic, if the Bot hasn't resolved their Issue (see screenshot below). Click Save & Exit to save your new response.
- (optional) Add a Response that routes the user back to the welcome topic if they have another question (see screenshot below). Click Save & Exit.
- Copy the Key of the Auto-resolve topic you've created (you must save it first to generate a key).
- Click on
(Bot Profile) to edit the Bot. - Scroll down to the Code Configuration section to either the Diagnosis End Topic Key (Concierge Bots) or Device End Topic Key (Knowledge Bots) field. Paste the key of the Auto-resolve topic into the correct field.
- Save your changes. NOTE: The auto-resolve functionality will not work when you interact with Knowledge Bots in Public Team chatrooms in Relay.
- Hard reset the Bot for the mapping to go live:
- Go to (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
- Hit STOP and START.
- Go to
NOTE: If you don't see the auto-resolve topic trigger after your end topic, it could be because the Bot end Bot topic still has Responses/Buttons added to it. The software will only assume that the conversation has ended if an answer doesn't have any associated Responses/Buttons. If you want the auto-resolve functionality to still trigger for a Bot topic with Responses/Buttons, then add {} to the end of the Text for that topic.
