Customer Engagement & CommunicationPurpose
1.2. Ensure guest queries about hours, pricing, birthday packages, and facility rules are answered 24/7.
1.3. Support staff efficiency by deflecting repetitive questions; escalate complex inquiries to human agents.
1.4. Standardize visitor communication, minimize wait times, and collect guest data for follow-up engagement or surveys.
1.5. Drive conversion for bookings and promotions by providing information and direct action buttons in chat.
Trigger Conditions
2.2. Message matches predefined keyword, intent, or FAQ pattern (e.g. “opening hours”, “birthday party price”).
2.3. Non-response timeout triggers follow-up prompt.
2.4. Multiple failed matches escalate to live agent.
Platform Variants
3.1. Facebook Messenger
• Feature/Setting: Messenger Webhooks API, “messages” event; configure with FAQ keyword triggers and automated replies.
3.2. Instagram Direct
• Feature/Setting: Instagram Graph API, “Webhooks for Messages” subscription; auto-reply based on message content.
3.3. WhatsApp Business
• Feature/Setting: WhatsApp Cloud API, “received message” webhook; define auto-responder logic in received_text handlers.
3.4. Twilio SMS
• Feature/Setting: Twilio Messaging Webhook, configure “Incoming SMS” trigger; set up auto-reply via Twilio Studio flow.
3.5. Google Business Messages
• Feature/Setting: Business Messages API, agent webhook endpoint integration; intent matcher for FAQs.
3.6. Intercom
• Feature/Setting: Custom Bots; flow builder with FAQ path and keyword triggers; handoff conditions set.
3.7. Zendesk Messaging
• Feature/Setting: Answer Bot with Flow Builder, trigger on ticket creation via messaging; canned responses library.
3.8. Drift
• Feature/Setting: Playbooks, “Visitor Message” trigger; configure quick replies for top questions.
3.9. HubSpot Conversations
• Feature/Setting: Chatflows, chatbot triggers on common question detection; response branching for next steps.
3.10. LiveChat
• Feature/Setting: Automated Greetings and Canned Responses, activated by chat keywords.
3.11. Freshchat
• Feature/Setting: Freddy AI, “Auto-Resolve” bots set to trigger on FAQ intent.
3.12. Slack (public channels/DMs)
• Feature/Setting: Slack Bot API, Events API “message.channels”, prebuilt FAQ matcher.
3.13. Microsoft Teams
• Feature/Setting: Bot Framework, “onMessage” activity handler; configure logic for FAQ pattern recognition.
3.14. Telegram
• Feature/Setting: Telegram Bot API, “onMessage” webhook; define keywords and automatic reply scripts.
3.15. Discord
• Feature/Setting: Discord Bot, “on_message” event; regex match for FAQ and send canned messages.
3.16. Tidio
• Feature/Setting: Chatbots FAQ triggers, define pre-set questions and automated replies.
3.17. Olark
• Feature/Setting: Automation Rules, keyword triggers linked with auto-messages.
3.18. Sendinblue Chat
• Feature/Setting: Chatbot auto-reply flows; map trigger words to chat responses.
3.19. SnapEngage
• Feature/Setting: SmartChat Bots, keyword intent triggers with pre-configured responses.
3.20. Landbot
• Feature/Setting: Conditional blocks for FAQ trigger logic; response builder flow.
3.21. Line Official Account
• Feature/Setting: Messaging API, “event.message.text”; configure auto-response based on keywords.
3.22. Viber
• Feature/Setting: Viber API, “onMessage”; implement common question triggers and reply payload.
3.23. WebWidget (custom JavaScript)
• Feature/Setting: Inject custom script with intent detection; respond with matching FAQ content.
Benefits
4.2. Ensures consistent, accurate information is provided across channels.
4.3. Increases guest satisfaction and likelihood to book or visit by eliminating communication gaps.
4.4. Enables 24/7 pre-sales support and lead capture for upsell opportunities.
4.5. Captures analytics on common questions, improving future marketing and customer service.