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Chatbots & Conversation Orchestration

How to automate responses while keeping a human-in-the-loop

Written by Aniko Villeneuve
Updated over a week ago

Loop's Automated Responses feature allows for the configuration of a chat bot to respond to frequently asked questions. The bot can be configured to handle incoming responses through any pre-configured channel on your account (SMS, Email, WhatsApp, etc). This functionality alleviates pressure from in house staff and allows them to focus on what really matters: the guest experience.

Loop's chatbot currently supports integration with Google's Dialogflow. In the future, we will be looking to support addition integrations such as, Twilio Autopilot, IBM Watson, etc.

Automated Responses in Loop

Accounts that have the automated response feature enabled will see a new tab appear in the Loop Inbox called "Automated".

Guests that reach out to you via a pre-configured channel will have their responses handled by the bot within this tab, if the bot has been set up to respond to queries through those channels. The configured bot will then determine the correct answer to the guest's question and respond within the conversation in Loop.

Conversations within the Automated tab clearly designate that responses are being handled by Loop's Automated Responses feature which minimizes confusion.
Keeping automated conversations in their own tab reduces clutter within the "Conversations" tab and allows your staff to interact with guests that need assistance which the bot is unable to provide.

Guest View

The guest is able to communicate with you through their preferred channel of choice (email, SMS, WhatsApp, etc). Once the bot has been configured in Dialogflow, it will be able to answer questions for the guest via their preferred channel.

Bot-to-Human Handoff

A conversation can be handed over to a human in one of 3 ways:

Autoresponder Transfer

If the bot does not understand a query from a guest two times in a row, the bot will automatically handover a conversation to a Loop user. This conversation will then be moved from the Automated tab to the Conversations tab.

Customer Request

If the customer specifically asks to speak with a human, the bot can transfer the conversation.
​Note: This needs to be configured in Dialogflow to capture the various phrases a customer may use for this request.

Loop User Takeover

A Loop user can take over an existing conversation that is being addressed by the bot by clicking the Take Over button within the conversation in the Automated tab.

This moves the conversation to the Conversations tab and allows the user to communicate with the guest without the automated responder.

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