CSM

what kind of a response is this? The guest got 5 links as a response. How PUZZLING FOR THE END GUEST

@111561876209776 tumne eval kr kiya hai Della k issues? What's your take on this?

Please share chat links where these happened

1. Bot's response sound robotic 2. Did not feel conversational. 3. Bot is not contexual. 4. Internal process changes, moving from bot to agent driven. 5. Bot will be passive just acknowledging the incoming message.

1. Poor responses 2. Bot was giving wrong email and contact details 3. Bot was compiling multiple question's answers in one. 4. Sharing multiple links.

Do this for Elefant as well.

Atash wants a call with you (Pankaj) — Jun 15, due to bot's poor responses. @155538146996345 Please share exact issues / currently open concerns so I can prepare accordingly

meta

anytime

I’m available after 1

I'll confirm their availability and schedule the call

Told them I'll schedule based on your availability today probably by 12.

Calendar invitation nhi mila?

@155538146996345 when is the call w della?

Meta was down or our integration was down?

it was a human’s response. That bug is already fixed. The bot did not respond because meta was down for about 2 hrs 3 minutes from 19:09 IST to 21:12 IST

@111561876209776 Can you confirm this.

@111561876209776 same issue here, message from user was on Friday 8.51 the response is on Monday 1.11 pm. If its a human response then why did the bot didnt respond. If its the bot's response then why after almost 3 days. https://beyond-chats.netlify.app/della-resorts-68c353073b0f4/145753

@111561876209776 Can you confirm if its bot's response or human? i see human tag, but want to confirm if its the bug that we identified before or not. https://beyond-chats.netlify.app/della-resorts-68c353073b0f4/145640

@102095734710467 Atash is asking for a call with you. Due to bots poor responses. Tried to defuse, but he wants a call with you.

Mom call with Della 1. Main pool is under maintenance, Ajayji shared the updated message for all queries related to pool. 2. Bot respond to multiple queries in one message. 3. He will be sharing the template.

@111561876209776 Beyondchatsclone ka mindmap data abhi bhi pending status me hai please process it.

Based on conversation with sourabh 1. They found multiple tickets unattended and assigned to an agent. 2. That agent stated those tickets were manually transferred from another agent causing to pileup tickets 3. Sourabh wants the ticket transferring system to be disabled, only admins should be doing it.

from start to end. start: a custom sends a message end: ticket is assigned to support_agent_11

frame it like a user journey

let me frameit

so system should stop auto-assignment of tickets to specific agents? elefant wants their admins to assign tickets to specific agents?

this is not helpful yr. need requirements to be more descriptive

@111561876209776 Please Note for Elefant. Mom Call with Sourabh 1. Want the ticket assignment feature to be limited just for admins. 2. Unwanted ticket transfers are happening resulting in unattended chats.

i will suggest you maintain a “customer facing FAQs” or smth similar where you add these answers to

let me know if it makes sense

@155538146996345 this doc answers brikoven's question: https://knotty-romano-c4d.notion.site/whatsapp-multi-bsp-shared-number-37dc5c1515638031b2a7c61394fed4fd?source=copy_link

Please share the email

yes i have added them in the sheet

do you have an idea of which features are enabled for which org?

@155538146996345 are all of your contract notes completed?

MOM call with Devanshu 1. Analyzed chats of MedicalAppraisal, AP. Della 2. Pointers to note a. check tickets b. check vectors and sources c. check hyperlinks d. read entire chat on high level to check bot following context. 3. Shared bugs sheet to populate bugs.

Alright, Thanks

ok sure. Will be re-shared by tomorrow morning.

@102095734710467 Can you forward their invoice email, ill ping in from my end to initiate the conversation. MOM Call with Vaaneet: 1. Asked to ping on the invoice email. 2. Reason to hold payment was bots poor performance, he didnt find responses contextual. 3. Informed him the system is already build as requested, bot answers the queries as designed, agents missed assigned tickets and never got in touch with the customer. 4. Now Bot will be reactivated just for acknowledgement. 5. Informed him SLA system will be released once I get approval from Pankaj.

Its done

and yes we should have a single vector

Ignore it

For Della, Added mindmap, unable to see in training status

please verify if these are correct then add it to mind-map

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bot issue confuse ho sakta hai? can we have a since vector?

all of these are already in mind-map but are scattered across vectors

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added in the sheet

della resorts all emails: customerservice@dellaadventure.com delhisales@dellaresorts.com gujaratsales@dellaresorts.com hr@dellaresorts.com indoresales@dellaresorts.com marketing@dellaadventure.com mumbaisales@dellaresorts.com punesales@dellaresorts.com revenuemanager@dellaresorts.com spamanager@dellaresorts.com

Populating emails here https://docs.google.com/spreadsheets/d/1ARsFD-386jLKuzkt0HULSs_11sesOKDKTBb-y1Fh-qg/edit?usp=sharing

Making a sheet to remap email/contact and condition to share it.

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iske alaava aur bhi emails h

yehi mindmap me hai

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for della, there are multiple emails so its important to include “when to include/use” for the general/booking inquiry contact info

@155538146996345 share the final text that you will add to the mind-map first

got these updated details from Della. agar me separate mindmap bnalu will bot get it trained automatically?

Spa related enquiery: 8956061674 Spamanager@dellaresorts.com For general/booking enquiery - +919000065511 revenuemanager@dellaresorts.com

Noted.

SLA implemention and ticket management updates for elefant is done; not yet made live as pankaj sir has told us to stop elefant’s work

spa manager’s is present in org description

found the mindmap data but unsure whats making bot give spa contact details, @111561876209776 Please look into it.

@267155589353519 Can you help here? I tried looking for vector and mindmap but spamanager wale response ka clear reference nai mil raha hai.

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*DrMalpani Weekly Performance Report: Jun 2 – Jun 8 vs (May 26 – Jun 1)* *CONTEXT* - Plesk server was hacked between 30th May - 2nd June, flooded with Indonesian gambling spam, site was down 1 to 2 days, then migrated to AWS where it now runs. Last week's numbers are spam-inflated and the downtime distorts every comparison. This week is the cleaner baseline. - Chats rose to 47 even as the fake traffic was stripped out. *OVERVIEW* - Paid Traffic: 16 users (↓ from 91) | 11s Avg Engagement (↑ from 2s) | Top Cities: Toronto (3), Indore (1), Jaipur (1) - Organic Traffic: 2,978 users (↓ from 5,694…

added

thik hai i'll wait.

ill add a few more columns that can help them with: “I need to check how many times customers have contacted us in the last 45 days. This will help us identify customers who have been in touch multiple times.”

https://docs.google.com/spreadsheets/d/1tLchO9YMXiYbMbcP4_8FJ_azXhouL6lnawbmZfZBeWI/edit?usp=sharing

I'll have a call with Vaaneet about it.

I don’t want us to do any more of their work until they pay the dues. 4 months is a LONG time.

Please be polite about it, but nudge kr do unhe

Invoices are already sent over mail to elefant and its account team

We can’t continue making changes for them if they can’t pay the dues

Please coordinate w Vaaneet / Saurbah

@155538146996345 Elefant has not paid the bills from past 4 months.

@111561876209776 chat ka dump share kardo

adding this info.

If you coordinate contract note w me properly, we wouldn’t have these problems.

It’s the same dashboard, but for our affiliate partner clients

They login through this URL: https://matrixbricks-chatbot.netlify.app/login

Della has come through matrixbricks - an affiliate partner

@102095734710467 Della do not have access to beyondchat dashboard? I tried to get them fill up missing data in mindmap. Ajayji ne kaha unke pass access nai hai.

share the chats dump for past 60 days

how customers currently initiate support chats via elefants app

mom call with sioddhanth 1. Clarified elefant tasks to be done by today eod a. SLA and ticket routing system with breach notiification and daily email b. Chat bot activation for message acknowledgement c. last 6 days chat export 2. Dr malpani email automation task update - almost ready to release tomorrow 3. brikoven whatapp api assigned to dev will get update by eod 4. addiional task for review will be shared with row number for update from siddhant

Minutes: - feature to export chats - elefant chat data: laselefantys - pending status of training data on staging - email automation for drmalpani needs to be put on staging today - elefant needs to only acknowledge the user's message. - update daily mail of elefant for SLA

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.

.

@111561876209776

joining

in waiting room

Siddhanth x Nazeer Connect Monday, 8 June · 11:30am – 12:00pm Time zone: Asia/Kolkata Google Meet joining info Video call link: https://meet.google.com/aco-ivye-stz

Sure lets connect by 11:30

or whenever you start work, please do ping me

@155538146996345 can we connect by 11?

Alright thanks

Sorry I can't help with this, you have to ask Siddhant bhaiya :(

Understood

This is the requirement. Bot activation bas message acknowledgement k lye active karna hai

Mom call with Aditya - Requested updates in tickets mangement. As discussed, feedback and POA will be given by Monday Eod or by Eod tomorrow. List of Support Agents bansi.amlani@theelefant.ai aman.chag@theelefant.ai yashwini.indora@theelefant.ai sahiba.kaur@theelefant.ai Admin is the Parent bucket of the tickets: 1. All tickets gets collected in Admins bucket. 2. From here bot will start distributing tickets to the logged in agents. Tickets Distribution: 1. To be done round robin. 2. Any agent below 25 tickets in bucket will get multiple tickets to reach 25 tickets bound and continue t…

Sirf Hi krne par hi acknowledge krna hai?

@267155589353519 Can you possibly provide update on this? Siddhant gave 7 days ETA.

Chat analysis Elefant - Not using bot right now. Brikoven - 10/10.

@102095734710467 Siddhant is not available at the moment can you share it.

Hi Nazeer, @155538146996345 As discussed, could you please export the chat data for me? I need to check how many times customers have contacted us in the last 45 days. This will help us identify customers who have been in touch multiple times. Please share it ASAP.

No upselling being done. identify karra hu

Mindmap has been updated, it still in pending status. whatsapp integrated via God option, facing error via coexistance, tried technical steps mentioned couldnt follow through. Insta use nai karta hu. Crawler needs to be deployed from Siddhant's end Contract Note me editing start kar sakte ho.

Same for upselling. Don’t upsell unless these 2 things are done from your side

CSM portal should be done AFTER these two

Status on: 1) Creating a fresh organisation yourself 2) Contract Note of all

@102095734710467 I need chat dump of Della resorts, I want to see the volume of reservation and availability requests raised by visitors. Probably there is an open opportunity to crosssell reservation integration to them.

1. Accounts are in good health even with known blockers. 2. All known blockers are logged in CSM sheet and shared with siddhanth a. Elefants change in plan on how they want to use beyondchats services. Bot will be reactivated but for chat acknowledgement, They need our dashboards and tickets router and classifier. b. Brikoven have their whatsapp connected to Xeno via api, thats blocking our integration, asked siddhant for a way out without disconnecting their Xeno integration. c. Della's blockade is from META, explained to Ajay and Atash 3. Reviewing chats daily and sharing identified bugs. …

Updates? @155538146996345

But since we have chatbot embedded, we are able to filter CLIENT traffic data from embed's GA

We don't have access to medicalappraisals GA

Okk

no worries ill ask him to add me.

Voh pankaj bhaiya hi krskte add toh

noo google analytics pe

MedAppraisals ke dashboard par?

muje add kar sakte ho?

tum admin ho?

Ok, thodi der me share krrhe hai hum

one month

Kitne time frame ki chaiye hai

@111561876209776 I filled up mindmap of Beyondchatsclone in the staging environment, the data is still in Pending status. Can you help here?

@111561876209776 Do we need to reactivate bot for this? since they need just acknowledgement to work do we need to delete current mindmap data? Can this be done immediately or will it have an ETA they asked this to be implemented ASAP. No ETA or time commitment given from my end.

Mom call with Aditya - Elefant He mentioned alot of users are just sending "Hi!" as conversation started wihtout any added context. they want thosemessages to get acknowledge. They expect if this can be done immediately. 1. Between 10.30 am to 7 pm, if 1st message is received on whatsapp - We received you message, we will get back to you shortly. 2. After 7.30 - our team is unavailable at the moment, we have received the message we will get to you tomorrow between 10.30 am to 7 pm.

BrikOven (8/10) - No response from bot + Change Testimonial CTA in chat starters.

Need to have a clarity on Testimonial CTA button. its just leading to google map profile with negative feedback. Need to change or remove it.

for Brikoven. As discussed, we need to find a way to get whatsapp integrated. image contains the bottle neck.

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Please share in bugs group

Bot did not add up details about Career page and process, even though mindmap have those details. https://beyond-chats.netlify.app/della-resorts-68c353073b0f4/140804?right_drawer_tab=answer_sources

For Della Resort: 1. Bot did not respond to voice note. https://beyond-chats.netlify.app/della-resorts-68c353073b0f4/140837?right_drawer_tab=null

Reviewing the chats, will share once done

Reminder: please share today's chat analysis update 🙏 Today's clients: 1. IVFIndia 2. Della Resorts

@155538146996345 aap jab bhi chat analysis kro toh iss tarike se bhej diya kro apna analysis

Analysed chats of 1. MedAppraisals (8/10) - repeating name in every message 2. MatrixBricks (10/10) - many users are just asking same queries + some queries are getting downvoted by user without any reason 3. BrikOven (8/10) - formatting error + mindmap has link to career page of brikoven still bot says they do not have any opportunities

I run through daily activities and update then get the cell filled. Now onward I'll update it myself.

Or at least do it in a way that it doesn’t seem obvious that you’ve used AI.

@155538146996345 Please fill your daily updates yourself. Don't use AI to automate it. Thanks

Thanks, Looks like this is a common issue.

Meta has locked them out of their whatsapp

Ask them to appeal

Redirect them to whatsapp help link I shared for Della

Brikoven keep getting this error while they are trying to login into whatsapp. any possible solution for it? this is the only bottleneck to begin integration.

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My action point 3: I updated the color to dark green same day. On rest others I'll me taking update from siddhant.

@155538146996345 Your reply to this?

Yup! Informed him that its on Meta to unblock the number, share the link to raise appeal as temporary solution and suggested to take new number.

@155538146996345 have you gone through the message by Ajay ji on MBI x Della group

Alright! thanks

we can take this up in next sprint starting monday. ETA is wednesday-thursday

@111561876209776 Have a look at Elefant's requirement.

Noted thanks.

1. Org name (score out of 10) - things you flagged 2. Another org name.....

Ok hum dekh le rhe hai + jab bhi aap chat analyse kro toh after going through chats please update in CSM group in format below

Nazeer, Here's the honest situation plus what I *can* flag, @Nazeer. **Heads-up on scope:** I can't actually read the MedicalAppraisals end-user chatbot transcripts — those live on the BeyondChats product backend (the `beyond-chats.netlify.app/medicalappraisals.org.uk/...` review links), not in the WhatsApp/team database I have access to. So I can't independently re-check the conversations the way you did. What I *can* do is surface what our own team chatter from the last 2 weeks flags about MedicalAppraisals. Here it is: *1. Bot repetition fix — needs eyes (most relevant to your check).* Si…

I checked Medical Appraisals chats until 2 weeks back, did not find any issue. @267155589353519 You can have a look see, if you find anything to flag.

Reminder: please share today's chat analysis update 🙏 Today's clients: 1. MedicalAppraisals 2. MatrixBricks

okay ill have a look tomorrow morning

@111561876209776 Dev feedback and POA ETA given by tomorrow eod, max by monday.

@111561876209776 I had a call with Aditya from Elefant. Link to call notes: https://otter.ai/u/TtXgbxP0W1jbhmQiQuiuEKoPY1c?utm_source=copy_url They are switching their support service from call to chats based service. They want a simple ticket distribution and SLA management system. Another major change, Now all tickets will flow through support, they will decide which one is not support and distribute to the required person. List of Support Agents bansi.amlani@theelefant.ai aman.chag@theelefant.ai yashwini.indora@theelefant.ai sahiba.kaur@theelefant.ai Admin is the Parent bucket of the ti…

Raw Mom Call with Aditya switching from call to chats in service from app. 1. do they want AI or their staff to handle these chats? Staff will handle 2. what would they like to happen once the breach is detected? send notifcations 3. are these for all working days including sunday and saturday? need on login basis on agent login hours. after 7 pm if any message is received then next days one hour is the breach limit. support agents and want round robbin system. cap of 25 tickets to skip the next ticket, if any agent have less than 25 then that agent will get multiple tickets. logged in…

they want approved template to be sent

Unavailable for 30 to 45 mins

Upselling and picking up new clients to baad ki baat hai

Thoda to disappointing raha hai ye month. Clients are unhappy, chats are not being analysed, you have not been able to setup an org fully by yourself, and contract note - your suggestion - is not implemented fully for even 1 client

It’s been one whole month. Don’t you think it shouldn’t have taken SO MUCH time? 8 ghante kaha chale ja rhe hain yar din k.

https://www.whatsapp.com/contact/?subject=messenger

Its in progress, Aaj brikoven and tomorrow Della ka karne wala hu.

What do they need to do to raise appeal.

Nothing we or any other vendor can do about it.

This happens with all vendors

Or buy new number if existing gets flagged many times

All we can do is either appeal

It is meta’s internal rule. Very arbritrary

We have no clue how mEta decides that number will be restricts

flagged msgs?

i explained him flagged messages gets number blocked. I'll try to convey short term solution, and suggest changing number.

When can I start editing it from my side?

@155538146996345 how come you still don't know what services Della uses from us, and what they don’t? :( What's the status of your contract note? Is it compelte from your side?

live chat is disabled for della resorts

Della got blocked for 7 days. As spoken with Ajay he mentioned they didnt run any campaign, this pop up appeared for 2 of his employees. They use matrixbricks to respond to the users.

checking

@102095734710467 team is not able to response from dashboard. Check the error

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Reminder: please share today's chat analysis update 🙏 Today's clients: 1. Elefant 2. BrikOven

Meta approved template bhejna hai

Getting call on exotel for support. Every call needs to be followed by a whatsapp message

yes they do get auto approved. And regarding the curl: do they want a raw message to be sent or a meta approved template?

@111561876209776 this is from Vaaneet, I am not sure about curl. So far I know Templates made in our dashboard are auto approved by Meta, right?

I will be scheduling a call with Aditya from Elefant tomorrow. I'll get more details in that call.