Customer support chatbot: a menu and a quick handover to an operator

A menu and a quick handover to a person

The template puts into the editor: /start → a greeting “Message” → a “Message” with the menu buttons “Delivery”, “Payment”, “Returns”, “Call a person”. The first three lead to short canned answers — fill in the timing, payment methods and return terms, ideally with one link — and after the answer the bot asks “Didn’t help?” with the buttons “Call a person” and “Another topic”. “Call a person” leads to a “Message” “Passing the conversation to a team member” and an “Operator” block with the team note “Conversation from support”. From that moment the bot is silent, the conversation with the “operator” status waits in the “Conversations” queue, and operators get a Web Push and a sound, plus an email if configured.

The second trigger leads there too — the words «оператор», «человек», «менеджер» (operator, person, manager) as the whole message. “Exact match” mode is chosen on purpose: keywords fire from anywhere in the conversation, and in “contains” mode a phrase like “there will be three people” (with «человек») in the middle of a booking would call an operator.

The template doesn’t try to close every ticket with a flow: its job is to take three typical questions off your hands and not lose the rest. “Conversations” has filters by status and channel, assigning a conversation to a staff member and quick reply templates; the Owner / Admin / Operator roles are granted in the “Access” section. How an operator returns a conversation to the bot — in the article on handing over to an operator.

First line on an AI agent and after-hours

When there are more than three typical questions, an “AI agent” block (Basic plan) replaces the menu: a text knowledge base — delivery and return terms, timing — and escalation to an operator when unsure or on the words «оператор», «человек» (operator, person). An answer costs from 1 credit depending on the model, with 150 credits a month on Basic. What to trust to a neural network and what to leave to people — in the article on a first line of support on an AI agent.

After hours: a “Condition” on the time of day and day of the week before the “Operator” block — at night and on weekends the bot replies “We’ll answer in the morning after 9:00”, and the conversation waits in the queue. A keyword autoresponder without AI is the “Autoresponder FAQ” template. Channels — Telegram, MAX, VK and the website widget with files in chat. Open the template in your account.