Set Up Bot Actions (Stop Bot, Human Handover & Auto Follow Up only)

A. Open your bot’s Bot Goals tab

1. In the left sidebar, click AI Agent

2. Click Conversation AI

3. Select an existing bot (example: Studio FAQ Bot) or create a new bot (Guide: https://growth-studio.io/post/set-up-ai-agent)

4. Click the Bot Goals tab (for new bot creation, you need to first complete the Bot Settings and Save before you can go to Bot Goals)

B. Configure Human Handover

1. Click Human Handover

2. Enable Human Handover

3. Scenario Name: Give the stop bot scenario a name

4. Trigger Condition: Describe what will cause the bot to stop

   • Example:

     • I want to talk to the manager

     • Customer asking for things outside of the scope of service (e.g. rental of classic car as prop or overseas location shoot that require visa)

5. Example phrases:

   • Example:

     • Can I talk to a human?, I want to talk to your manager, Is there someone I can speak to in person instead?

6. Assign conversation to a specific user

7. Final message:

   • Example:

     • Sure! I'm transferring your request to a human agent. Someone from the team will get back to you within 24 hours.

     • It appears that you what you have requested for is outside of the standard scope of service. Let me transfer you to a human agent instead. Someone from the team will get back to you within 24 hours.

8. Enter the duration before which the bot would reactivate for this chat at Reactivate the bot after

9. Decide if a task should be created to serve as a reminder

10. Add a tag for when the stop bot scenario was triggered for the said contact

11. Click Add New Scenario if you want to add more scenarios, otherwise click Save

C. Configure Stop Bot

1. Click Stop Bot

2. Enable Stop Bot

3. Scenario Name: Give the stop bot scenario a name

4. Trigger Condition: Describe what will cause the bot to stop

   • Example:

     • When the contact says goodbye or similar phrases

     • When the contact offers loan or investment or insurance or other promotional items

5. Example phrases:

   • Example:

     • Bye, Goodbye, See you later, Noted, Thanks and have a nice day

     • Loan, Interest-free, insurance, investment, stocks, unit trust

6. Final message:

   • Example:

     • Thank you for your time. Have a nice day.

     • It appears that you are not actually looking for photography or videography services. This chat will end immediately.

7. Enter the duration before which the bot would reactivate for this chat at Reactivate the bot after

8. Add a tag for when the stop bot scenario was triggered for the said contact

9. Click Add New Scenario if you want to add more scenarios, otherwise click Save

D. Configure Auto Follow Up

1. Click Auto Follow Up

2. Enable Auto Follow Up

3. Scenario Name: Give the stop bot scenario a name

4. Follow-up Sequence:

   • Select how long before a follow-up action will be taken

   • Select the type of follow up action to be taken:

     • Let AI Send Message (ticked): AI will craft the follow up message

     • Let AI Send Message (unticked): A custom message as defined by you will be sent instead

     • Trigger Workflow: A pre-built workflow can be selected to trigger (for example, a follow up email sequence)

5. Click Add Follow-up if you want to add further follow-up actions, otherwise click Save

Under the Follow-Up Settings, you can

• enable the follow up sequence to only happen during active hour.

• enable channel switching so that the follow-up happens in a different channel to the one the original chat was on