If you’ve been to the Trained Responses section of your bot’s Dashboard recently, you know that people are talking (er, typing…) to your bot.
While most of your bot’s interactions will be button-guided (meaning your users will tap buttons to continue exploring instead of typing in texts), some users will adapt faster than others to your bot’s button-guided experience. Many fans will still type in messages as they go through convos with your bot, or when those conversations come to an end.
To ensure that you’re capitalizing on the kind of experience your Messenger base is looking for, be sure to view the Trained Responses section of your Octane AI Dashboard regularly. You’ll get a great sense here of the types of things your audience is looking for from your brand on Messenger.
Not sure what Trained Responses are yet? Read this.
Then behold, these are the first three things you should train your bot to do:
#1 Respond to friendly greetings
In the real world, if one of your customers or fans came up to you as a representative of your brand and said “hello,” you wouldn’t just stare blankly at them, would you?
Then don’t allow your bot to get away with that kind of behavior, either. It only takes a few moments to train your bot to respond to all the hi’s, hello’s, awesome’s, and thank you’s you’ll start to see rolling in, and it creates an incredible sense of fun for your users in return.
Don’t be afraid to instill a heap of brand personality into these responses, either. Training your bot to respond to expected greetings will ensure that you continuously offer a delightful Messenger experience that’s in line with your brand’s voice and tone.
#2 Address stop/unsubscribe requests
It happens. You’ve taken a lot of time and care to build the perfect bot experience, and someone has the nerve to type a “stop” or “unsubscribe” message anyway.
Que sera, sera.
Rather than frustrate these users further, it’s best to address the stop request immediately within the Trained Responses portion of your bot. All you’ll need to do is insert a quick link to your Notification settings as a response variation to the prompts “stop” and “unsubscribe”, and these users will then be able to follow the prompts to alter their notification options as they wish.
#3 Answer FAQ’s
Do you get a lot of customer service requests about shipping or sizing? Did you just release a new campaign and expect a lot of interest in it? Does your brand have a specific product, promotion, or service it’s well known for?
If your answer’s “yes” or “maybe” to any of the above, it sounds like you’ve got a few more responses to train your bot to take care of.
There are two great ways you can train your bot to respond to frequently asked questions.
The first way is to use Trained Responses in the manner we’ve discussed in this article. Simply setup a response variation to address the FAQ like so:
The second way that you can respond to FAQ’s is to write a convo that answers the question, and setup tags in Convo Recommendations that will recommend the convo to your users.
If you’re curious which option is best for you, Trained Responses will take less time for you to initially set up, but Convo Recommendations may provide a more comprehensive solution for your followers.
Regardless of how you go about training your bot to respond to users, remember that emojis, GIF’s, and images can go a long way toward creating a memorable Messenger experience. If you enjoy creating these responses, your fans will likely enjoy receiving them, too.
So have fun! 🎪