Chatbot Features and it's Working

Here’s a simple and clear explanation of the core features of the Ziwo chatbot:

1. Sending Messages: The chatbot can send messages to customers, providing instant responses to queries.

2. Responding to Messages: It is capable of receiving and responding to customer messages in real-time, ensuring smooth communication.

3. Conversation Transfer to Agent: If the chatbot cannot resolve an issue, it can transfer the conversation to a live agent for further assistance.

4. Live Agent Support: Live agents can join the conversation whenever needed, helping to solve more complex issues that require human intervention.

4. Notes Section: The chatbot captures the notes during or after the conversation, ensuring important details are captured for future reference and send it to the agent.
5. Interactive Messages: The chatbot can present products to customers, offering detailed information or personalized recommendations through interactive buttons and lists.

6. FAQs: It offers quick answers to frequently asked questions, helping to resolve common customer inquiries instantly.
7. Sending Documents: The chatbot can send relevant documents, such as brochures or reports, to customers as needed.

8. APIs: The chatbot can be integrated with APIs, allowing it to fetch or send information from other systems to improve functionality and user experience.
9. Multi-language Support: The chatbot can communicate in multiple languages, providing support to a global audience.

10. Customizable Responses: It allows businesses to create personalized responses, making interactions more relevant and engaging for customers.
11. Chat History: It maintains a history of all conversations, allowing agents to review past interactions and provide a more informed response.

These features work together to create a seamless and efficient communication experience for both customers and agents.

This section explains the working mechanism of the Ziwo Chatbot and how it processes user interactions.

1. Customer Sends a Message
   The customer types a message to the chatbot. This can be about anything—checking order status, asking for information, or requesting help.

• Example : Hello, i need the Assistance.
• Reply from Chatbot : First You will see the welcome message from Ziwo Chatbot. The message will be in both English and Arabic languages.
• After that you can choose your preferred language. E.g. : English or Arabic.

• After choosing your language. you will receive two options:

  • If you want to choose the products, then click on products.
  • If you wish to talk to agent, then click on talk to the agent option.
  
  
  
  • When you click products, you will see the list of all the products such as Ziwo Conversations, Ziwo Workflows and Chatbots. Choose the product.

• Once you will choose the Product, then the team will contact you and assist you. meanwhile you will receive the PDF giving all the details about the product.

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If you want to choose multiple products, then again click products and choose the option.

• If you choose Talk to an agent option, then Choose the Talk to an agent, and you get the call from the agent to assist your query.
• Chatbot will ask you the option to connect with which agent. select the option and you will receive the call.

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