Map Bots to Team or Issue chatrooms

How do I map a Knowledge Bot to a Team chatroom? 

Mapping Knowledge Bots to a Team chatroom allows your Team of agents to access Bots right in Relay. This allows the Bots to help your support agents while they assist Customers.

NOTE: You will not be able to access a Team room with your Knowledge Bot unless you are associated with that Team. Additionally, you can only use this functionality if you have the Train Bots permission. Please email success@goboomtown.com to get the permission.

1. From the main navigation menu on the left, go to Bots > Bots. Find your Knowledge Bot and click on  (Pencil) to edit it.
2. Map the Knowledge Bot to a Team room:
   1. On the left navigation bar of the Bot’s modal, go to(Mapping).
   2. Select to add a new mapping.
   3. Fill out the following fields in the Add Mapping modal:
      • Comm Scope: Team (Public).
      • Team Filters: the Team(s) you wish to be able to use the Bot. NOTE: You can only add 16 teams to this field per mapping. If you need to map more teams to the Bot, you will need to create additional mappings.
      • Priority: usually 1 or 2 (priority refers to the order the Bots are queued in when multiple Bots are mapped to one chatroom).
      • Channels: Boomtown Chat.
   4. Click Save & Exit in the lower-right corner of the modal to save your work. You have now completed the Knowledge Bot Team room mapping.

Hard reset the Knowledge Bot for the mapping to go live:

1. Go to  (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
2. Hit STOP and START.

How do I map a Concierge Bot to an Issue chatroom?

Mapping a Concierge Bot to an Issue chatroom allows it to greet a customer as soon as they chat in for help. The Concierge Bot can then route the user to the correct Team or Knowledge Bot (for automated responses), or answer basic FAQs.

You can map the Bots via the Boomtown Chat channel for Connect/webConnect, or via the SMS channel for the Customers to text their Issues.

1. Go to System → Bots. Find your Concierge Bot and click on  (Pencil) to edit it.
2. Map the Concierge Bot to an Issue Room:
   1. On the left navigation bar of the Bot’s modal, go to   (Mapping).
   2. Select to add a new mapping.
   3. Fill out the following fields in the Add Mapping modal:
      • Comm Scope: Issue (Public).
      • Team Filters: the Team(s) that will use the Bot. NOTE: You can only add 16 teams to this field per mapping. If you need to map more teams to the Bot, you will need to create additional mappings.
      • Priority: 1 (in order for the Bot to be queued first in the chat).
      • Channels: Boomtown Chat for Connect/webConnect. If you wish to use the Bot via another channel, such as SMS, select that channel from the dropdown. The mapping will work the same. 
   4. Click Save & Exit in the lower-right corner of the window to save your work. You have now completed the Concierge Bot Issue room mapping.

Hard reset the Concierge Bot for the mapping to go live:

1. Go to  (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
2. Hit STOP and START.

How do I map a Knowledge Bot to an Issue room for a Concierge to Knowledge Bot hand-off?

Mapping Knowledge Bots to Issue Rooms allows your Concierge Bot to hand off to a Knowledge Bot for advanced troubleshooting on a particular device or topic. For complete instructions on how to hand off from a Concierge to Knowledge Bot, click here.

NOTE: your Knowledge Bot must be associated with a specific device or software.

1. Go to System →Bots. Find your Knowledge Bot and click on  (Pencil) to edit it.
2. Map the Knowledge Bot to an Issue Room:
   1. On the left navigation bar of the Bot’s modal, go to   (Mapping).
   2. Select to add a new mapping.
   3. Fill out the following fields in the Add Mapping modal:
      • Comm Scope: Issue (Public).
      • Priority: 50 so the Knowledge Bot doesn’t get queued ahead of the Concierge Bot.
      • Channels: Boomtown Chat so the Bot can be used in the webConnect Chat environment, or another channel if the Bot will be helping Customers through, for example, SMS.
      • Filter(s): Device Mapped to Bot.
   4. Click Save & Exit in the lower-right corner of the window to save your work. You have now completed the Bot Mapping.

Hard reset the Knowledge Bot for the mapping to go live:

1. Go to  (Bot Profile) on the left navigation bar of the Bot modal and scroll down to the Service Control section.
2. Hit STOP and START.