Multiple messages in a row from a customer, then one answer
Y
Yordy Spoor
If a customer posts several messages one after the other, the bot responds to the questions one by one. This often leads to odd responses from the bot or the bot responding twice. See screenshots.
What I think should actually happen is:
- Customer asks a question.
- Bot tries to formulate an answer.
- If the answer is ready, post it only if the customer hasn't posted anything else in the meantime.
- If the customer has posted something else, forget the answer you've already formulated and combine both of the customer's questions into one message and answer that.
This is also how it used to work when you, as a human, were chatting with a customer. You're in the middle of drafting a response but in the meantime, the customer asks something else or extra. Then you would always adjust your answer accordingly.