if someone opens your chat on their phone, they see a greeting and an empty box. they came to your site with a question, but now they have to work out how to word it. if they can't, they close it.
a retune bot can give them something to tap instead. a few buttons with the questions people ask you most, right under the greeting.
at the start, someone opens harbor lane's chat on a phone. by the middle, they're tapping one button, then another, without typing.
when the chat opens, your starter buttons sit under the greeting. "how much is a day rental?" or "where do i pick up the bike?". a tap sends that question, and the bot answers it.
after the answer, it shows two to four follow-up buttons, with what someone might ask next. they can keep tapping, or type.
you don't have to think up the first buttons. retune reads what your bot already knows about your business and suggests six. you keep the ones that sound like your customers, up to eight in all.
a button can also open a page, like your booking page or your menu. and if the bubble doesn't look like part of your site, you can change how it looks, down to the colors and the button.
every button gets a click count, all time and the last 30 days. follow-ups get a line for how many were tapped out of how many were shown.
after a week or two, that tells you what people wanted. if one button gets most of the taps, that's a question to answer on your homepage too.
it also helps you tell the two problems apart. if the buttons get taps, people were opening the chat and didn't know what to ask. if a few weeks go by with no taps at all, most likely they aren't opening it.
once people do talk to it, you can also see what they ask about, grouped by topic. if your bot keeps saying it doesn't know, start with that, since it collects the questions it couldn't answer.
the buttons are inside the chat. if nobody opens the chat at all, they won't change that. sometimes the bubble just doesn't look like part of your site, and people skip it.
if people tap a button and the answer is wrong or thin, they'll leave anyway. the buttons only make the first question easier to ask.
the follow-up buttons take a few seconds after each answer, and the text box stays locked until they show. you pick how many follow-ups there are, not the words. the ai writes them each time.
on whatsapp, telegram or messenger, the bot answers in plain text, with no buttons.
quick replies aren't switched on for new accounts by themselves. if you want them, sign up, then email me at olive@reframe.so and say you want quick replies on your bot. once it's on, there's a quick replies tab with a preview of your chat. the steps are in this letter.
olive