Learn how to configure instructions in the Pulse chatbot to activate a Zap and send specific information from conversations to another tool.
In this article, we explain how to set up a handover trigger via Zapier. The following explains how to set up instructions in the Pulse chatbot to ensure that a Zap is triggered. This allows you to forward specific information from a conversation to another tool.
A handover trigger can be activated when a new conversation begins. Instead of routing this conversation to a human agent, you can ensure that the information is sent through the trigger to another tool, such as a CRM system. For instance, you might want to forward user complaints to the CRM system, including the user's name and phone number.
To achieve this, you need to configure an instruction in the context manager that enables the chatbot to recognize complaints and request the necessary information. The instruction can be structured as follows:
If you receive a complaint, you can forward it to a human colleague. Ask the end-user if they wish to proceed. If they agree, you will need the following details:
- Name:
- Phone number:
- Description of the complaint:
Kindly ask the end-user to copy and paste these 3 points in their response and fill them out.
Please note: The data should be presented in this order.
Next, in the 'Situations' in the 'Forwarding' section, you can configure the instruction as follows:
When an end-user has a complaint, you can notify a human colleague. To proceed, you will need the following details:
- Name:
- Phone number:
- Description of the complaint:
The trigger you need to set up is:
- Name:
- Phone number:
- Description of the complaint:
When the end-user sends their name, phone number, and complaint, the conversation will be transferred to the 'New' inbox. Thanks to the Zap you have configured, the information will also be sent to the other tool as you have arranged in the Zap settings.
As the chatbot stops after the handover, it is essential to inform the end-user that they will be contacted through another channel. If the end-user wishes to continue chatting with the chatbot, they will need to close and reopen the conversation. You can add this information to the instruction for the handover.
With this handover trigger via Zapier, you can effortlessly share information between the Pulse chatbot and other tools, enabling you to (for example) respond efficiently to complaints and provide appropriate solutions.