Within the Flowbot content, you can make use of our Location Finder.
What is the Location Finder?
The Location Finder enables you to connect the customer to the right team. So let's say you have just one WhatsApp phone number for all your different locations, the Location Finder enables the Flowbot to ask the user which location (or department) she is looking for.
Depending on the number of locations you have or how you phrase the question different strategies can be used to find or suggest the best locations for the customer.
- From your inbox, go to your navigation panel > Settings > Company profile > Locations
- Click the green + sign.
- Fill out the form
Give your location a recognizable name (for customers)
Select the team that will pick up incoming conversations for this location
This is where the magic happens. Every identifier you enter here can help the customer find this location. Depending on the number of locations you have (per region), you should enter different identifiers for the locations.
Depending on the number of locations you have it might be better to follow different strategies for the customer to find these locations (per region).
For example: after the customer answers the Flowbot's location message and you have let's say more than 13 locations in Amsterdam it would be wise to include more specific identifiers for Amsterdam.
Or if we only have a few locations per province. To suggest the customers type their preferred province and then use those as identifiers and suggest the closest locations.
With high-density locations, it might even be wise to use zip codes. Or have the location be found via the Flowbot's Dynamic Content (requires some development).
How does the matching work?
If the customer answers the Flowbot's question. The answer is removed from any punctuation and goes through the following checks:
- The exact Location's name and if there's only one location with that unique name
- To see if the answers match any identifiers based on words.
- The answer is split up by spaces and search through the identifiers based on words.
If the Flowbot finds 13 or fewer locations based on the 2nd and 3rd option, it will suggest the found locations using the 'Suggest guiding text'. Otherwise, it will ask the customer to try again using the 'Fallback message for unknown locations'.
If I want to differentiate between Den Haag or Den Bosch but still be able to find them based on 's Gravenhage and 's Hertogenbosch. It would be a good approach to organize the locations as follows:
- Name: Den Haag
- Team: Team Den Haag
- Identifiers: 's-Gravenhage, Gravenhage, Haag
- Name: Den Bosch
- Team: Den Bosch
- Identifiers: 's-Hertogenbosch, Hertogenbosch, Bosch
To remember or not to remember
Depending on your customer interaction or business. The customer will always look for the same location. In that case, it might be useful to turn off the 'Confirm previous location' to improve customer experience.
In that rare event, the customer would like to contact another location (and its team). You could suggest your staff manually assign the conversation to that team.