Most customers ask the same things: prices, how to order, shipping, opening hours. If admins answer each one by hand, anyone writing after hours waits. A chatbot answers these at once and passes the chat to the team when a person is needed.

Start with the questions people ask most

Read back through your chats and list the 5 to 10 questions customers ask most. Each one becomes a reply set: the words customers usually type as keywords, and an answer as text, a picture or buttons.

Set up the chatbot in Easyrobin

Write a welcome message for new and returning customers
Create reply sets from your common questions
Set a main menu so customers can tap the topic they want
Write the message for when the bot cannot answer, with a button to call the team
Set your opening hours so customers know when the team will reply

Hand over to a person when the bot cannot answer

A good chatbot does not answer everything. When it cannot, the chat goes to the team, and customers can tap a button to call a team member. The team sees these chats on their own, so they can step in right away.

Let AI draft replies

Besides ready replies, the team can have AI draft an answer and edit it before sending. AI answering customers by itself starts switched off; the shop can turn it on per channel, and AI never answers money questions.

Which channels

It works with LINE OA and web chat today; Facebook and Instagram are coming soon.

In short

Start with common questions, set a welcome message and menu, and make sure the bot hands over when it cannot answer. Customers get answers faster and the team has time for what really needs a person.

Set up a chatbot that still hands over to people