Agentz | Support

The following is a guide on how to setup and use your Agentz digital receptionist.

All of the information you provide in the Business Information section will be used when the digital receptionist engages with a website visitor and responds on your behalf to basic questions about your business.  More about each section:

Business Information

 

What is the name of your business?

Enter the customer-facing business name that you use. 

 

What is your website?

Enter your website URL that the digital receptionist will be used on.

 

How would you briefly describe your business to attract customers?

Your response here will be used when a website visitor requests to learn more about your business when engaging with the digital receptionist.  Be sure to provide a highlight about your service offering, the types of customers you serve including service area and anything else that you believe differentiates you from your competition.  300 – 500 characters is the recommended length.

 

Add a link where customers can find more info on what you do.

Enter the page on your URL that website visitors should go to to learn more about your business.  It could be an About Us page or Services page.

 

Where is your business located?

If you are a business that customers come to, enter your full business street address.  If you go to your customers or are a national business, just enter your city and state.

 

What are your working hours?

This is a free text field that allows you to indicate when your business is open or when you serve customers.  There is no specific format required.

 

What is your main phone number?

Enter the phone number customers should use if they want to call you.

What is your business mobile number(s)?

Enter one or more mobile numbers for you and anyone else on your team that will be responding to customer inquiries and follow ups.  Your mobile device will receive a text when a customer is engaged with the digital receptionist and requests live support, when a customer texts you a message or when you miss a call so that you can respond quickly to that caller.

 

What is your business email(s)?

Enter one or more email addresses for you and anyone else on your team that will be responding to customer inquiries and follow ups.  We will send you an email when a customer is engaged with the digital receptionist and requests live support, when a customer texts you a message or when you miss a call so that you can respond quickly to that caller.

 

Do you want the digital receptionist to show your Google reviews?

If you do not have or want to share Google reviews, set the toggle to ‘No.’ If you do have online Google reviews and want the digital receptionist to promote them, set the toggle to ‘Yes’ and then enter the link to the URL where website visitors can view them in the field below.

The Services section is specifically designed for businesses that offer services vs. products.  If you do not offer any services, you can skip this section during setup.  If you do offer services then be sure to complete this section.

 

Do you offer services?

Set the toggle to ‘Yes’ if you offer services.  If not, set the toggle to ‘No’ and then move on to the Products section and continue setup.

 

If yes, how would you briefly describe your services & your expertise to attract customers?

This is not meant to be an overly detailed summary of your services.  We recommend 200 – 400 characters to describe your services at a high level in a way that encourages website visitors to want to know more or reach out to you to get a quote or schedule an appointment with you.  When you move to Step 2 of setup, you will be given the ability to provide more in-depth information about each of your services.

 

How would you answer questions related to the cost of your services?

This field is intended to indicate if you have fixed pricing and what it is or if you provide a custom quote process.

 

Add a link to the services page on your website for more information.  

If you have a Services page on your website, go ahead and enter it here.

The Products section is specifically designed for businesses that offer products vs. services.  If you do not offer any products, you can skip this section during setup. If you do offer products then be sure to complete this section.

 

Do you offer products?

Set the toggle to ‘Yes’ if you offer products.  If not, set the toggle to ‘No’ and then move on to the Pictures, Videos & Promotions section and continue setup.

 

If yes, how would you briefly describe your products & your expertise to attract customers?

This is not meant to be an overly detailed summary of your products.  We recommend 200 – 400 characters to describe your product offerings in a way that encourages website visitors to want to know more or reach out to you to make a purchase.  When you move to Step 2 of setup, you will be given the ability to provide more in-depth information about each of your products.

 

How would you answer questions related to the cost of your products?

This field is intended to indicate if you have fixed pricing and what it is or if you provide a custom quote process.

 

Add a link to the product page on your website for more information.

If you have a Products page on your website, go ahead and enter it here.

Customers appreciate visuals so the information that you provide in this section can be highly valuable, encouraging website visitors to reach out to you for a quote, an appointment or to make a purchase. 

 

TIP: Many Agentz users leverage the digital receptionist to show new products or services images and videos quickly as it can be faster than having a webmaster upload to the website.

 

We recommend at least 3 – 5 images and 1 – 2 videos if you happen to have them.  Just be sure that each asset you upload is high quality!  NOTE:  There is a 10MB size limit for videos.

 

Would you like the digital receptionist to show business pictures to attract customers?

Set the toggle to ‘Yes’ if you would like to show pictures.  If not, set the toggle to ‘No.’

 

If yes, add pictures that may interest customers.

If you are a services business, good pictures to upload might be before and after pictures of projects, pictures of your facilities or your team members.  If you are a products-based business,, images of your product line are very attractive to show here and will complement your website well.

 

Use the Title and Description sections when uploading your images to provide detail for your website visitors.

 

Would you like the digital receptionist to show a business video to attract customers?

Set the toggle to ‘Yes’ if you would like to show videos.  If not, set the toggle to ‘No.’

 

If yes, add a video that may interest customers.

Videos are a great way to engage website visitors and provide a specific message to them about your specialities, new offerings or promotions.  Use the Title and Description sections when uploading your images to provide detail for your website visitors.

 

Would you like the digital receptionist to show any promotions?

Set the toggle to ‘Yes’ if you would like to show promotions.  If not, set the toggle to ‘No.’

 

If yes, enter the promotion details in brief.

Here you will want to provide a description of the offer such as “free analysis for first time customers,” “10% off any competitor quote” or “30 days free trial.”  Just be sure to update this section as you change offers at your business or on your website!

 

Add a link to the promotion page on your website for more information.

If you have a Promotions page, enter the URL for that page here.

If you schedule appointments with your customers, Appointment Settings allows you to automate that process.  

 

Do you want the digital receptionist to book an appointment event, or activity?

Set the toggle to ‘Yes’ if you schedule appointments with your customers and would like the digital receptionist to manage that process for you.  If not, set the toggle to ‘No.’

 

Do you allow customers to book online?

Set the toggle to ‘Yes’ and then enter the link to the URL where customers can schedule appointments with you online.  Common online scheduling systems include Calendly, Google Calendar, Booker, etc.  Set the toggle to ‘No’ if you do not offer online booking.

 

NOTE: if you set the first question to ‘Yes’ but the second to ‘No’ the digital receptionist will provide users who want to schedule an appointment with you a form field within the chat window to submit their contact information and preferred day/time.  You will then receive an alert whenever somebody submits an appointment request so that you can confirm with them using the Agentz chat, by emailing or calling them back.

 

Would you like to offer live chat support?

This setting allows you to decide if you want website visitors to request live help at any time.  When the feature is on, you will receive a text and email alert when a live user requests assistance.

 

Set the toggle to ‘Yes’ if you would like to give website visitors the ability to request live help.  If not, set the toggle to ‘No.’

NOTE:  When a user requests live help, if you do not respond to them within two minutes, the digital receptionist will let them know that you are not currently available and give them the opportunity to submit their contact information and request to your or follow-up.  You will be notified via text and email when you receive a new lead.

When leveraged fully, the Questions & Answers library becomes your own custom “knowledge base” allowing the digital receptionist to respond to any question you would for it to be able to answer.  

The Pre-trained library contains questions & answers you can choose to use and you can also add your own at any time.  The more commonly asked questions you enable the digital receptionist to answer, the better the experience for your website visitors and the more leads you will receive as a result.  

 

There is no right or wrong number of questions & answers to provide, just start by leveraging what has been made available to you and then go from there.

 

On the right-hand side of your screen are the pre-trained library questions and answers.  These are a combination of commonly asked questions that can apply to many types of businesses as well as, in some cases, industry-specific questions & answers that have been developed by Agentz based on common use cases. When registering for Agentz, if you selected one of our pre-trained industries, you will have access to corresponding categories.  If not, you will still have access to our library of commonly asked business questions.

Identify pre-trained questions & answers you want to use:

 

Step 1. You can use either the drop-down at the top right to sort for questions you want to use, the query field by typing in a keyword or just sort through the list.  When you come across a question you want to use, simply click the ‘Add’ button.

Step 2. Once you Add a question to your own library, it will move to the left-hand side of the screen.  From there, you will want to click into the question to open it where you can review the answer and edit it to fit your specific needs.  

 

Add from Pretrained Library Screen

 

There are three sections to review and update:

 

Answer.  Here you can change the pre-trained answer.  We provide basic formatting capabilities – great for emphasizing certain information or using bulleted lists.

Add Pretrained Library Question

More Actions.  If you want to append to your answer specific images, videos or a URL link, you can add those here.  This is a great way to support products or services based questions and drive users to specific call-to-action oriented pages on your website.

More Actions Window

Question Variants.  If there are multiple ways a customer might ask a question to get to this same answer, you can go ahead and add them here.  TIP:  All of the pre-trained library questions & answers already have this built into the back-end database even though you will not see them here.  Be sure that you don’t enter the same Question Variant in multiple questions or the digital receptionist may not know which answer to provide.

Question Variants

Once you are done revising your answer, click the Update button.

 

NOTE:  Since questions & answers in the pre-trained library are already “learned” by the digital receptionist, you are unable to modify the text of the question itself.  

Adding your own custom questions & answers is a great way to personalize the experience for your website visitors and ensure that they have a great experience with your business.  Robust questions & answers will save you time and result in more leads and customers for your business.

 

Step 1. Click on the blue ‘Add a Custom Question/Topic’ button. 

 

Add a Custom Question

 

Step 2.  In the Question field, enter the question you want the digital receptionist to be able to answer.  It can be something like “Do you do tile roofing?” or “Do you offer free exams for new patients?” or “Can I set up a new account online?”  Think about the most common questions your customers ask and use those to start customizing your own library.

 

In the Answer field, provide the response to the question.  We provide basic formatting capabilities – great for emphasizing certain information or using bulleted lists.  

 

Add Custom Question Topic Step 2

 

Additional enhancements:

 

More Actions.  If you want to append to your answer specific images, videos or a URL link, you can add those here.  This is a great way to support products or services based questions and drive users to specific call-to-action oriented pages on your website.

 

More Actions Screen

 

Question Variants.  If there are multiple ways a customer might ask a question to get to this same answer, you can go ahead and add them here.  TIP:  Be sure that you don’t enter the same Question Variant in multiple questions or the digital receptionist may not know which answer to provide.  Once you are done revising your answer, click the Save button.

 

Question Variants Screen

 

NOTE: Any new question has to be “learned” by the digital receptionist.  This typically takes from 24 – 72 hours.

To remove a question from your library, click on the question to reach the Edit screen.  At the bottom right click on the ‘Remove this question’ button.

 

Remove a Question Screen

We recommend reviewing your library periodically to add new questions or revise answers.  Keep an eye on the types of questions your customers ask and use that information to keep your Questions & Answers library up to date.

If you have purchased an Agentz package that includes SMS auto-reply or missed call handling, you will want to provision a unique tracking number to setup those features. 

In order to set up missed call handling or auto-replies to text messages and customer alerts, you will need to provision a tracking number first.  To do so:

 

1. Login to your dashboard and click on the Settings icon on the lower left hand of your menu.   

2. At the top, click on “3. Phone / SMS” 

3. Simply enter the area code of your business number and a tracking number will be provisioned for you.  In some cases, if a tracking number is not available in your specific area code, you may need to enter another area code that also services your area. 

How does missed call handling work? 

 

Once you have completed setup within the digital receptionist, you then need to setup call forwarding from your main business number using conditional call forwarding.  Most phone providers offer a way to setup call forwarding either through your online account with them or by simply giving them a call.  For instructions on how to setup call forwarding for many of the common carriers, view our Call Forwarding Setup Guide

 

On the Phone Tab:

1 – Set the “Play automated message for incoming calls” to ‘On.’

2 – In the ‘Customize message to play to the caller’ field enter a brief message.  Feel free to use the default or customize your own.  This is the message that will play when a missed call occurrence takes place

3 – Check the ‘Allow callers to leave a voice message’ box if you want users to be able to leave a voice message.  NOTE: Message voice recordings will be available in your digital receptionist Admin panel.

4 – Check the ‘Send acknowledgement text message for every incoming phone call’ box if you want users to receive an automated text message from you acknowledging their call when it is missed.  This provides callers with the assurance that you will get back to them shortly.  If you do check this box, enter a brief message for the text alerts.  Feel free to use the default or customize your own.  

 

NOTE: Message voice recordings will be available in your digital receptionist Admin panel.

 

Missed Call Handling

 

On the SMS Tab:

1 – Set the “Send reply message when a customer sends a text message” to ‘On.’

2 – In the ‘Send reply message when a new customer sends a text message’ field enter a brief message.  Feel free to use the default or customize your own.  This is the text message that will be sent to your customers when a call is missed or they text you and receive an auto-reply.

Here you can customize the look and feel of your chatbot and get the code to add it to your website.  

Using the Title and Message fields you can customize what you want the digital receptionist to say at the top when users come to your website.  You can stick with the default or change it to a customized greeting.  You can even use that area to make special announcements that you want your website visitors to see quickly.

Update Header

Here you can control the initial options that are available when a user first engages with the digital receptionist.  

 

Main Menu Message

Update the Message field or simply use the default message.

Main Menu Message

 

 

Update Menu Buttons

 

You can also update the button options available to users.  Stick with the default options or remove ones you don’t want to make available.  You can also add your own custom buttons to answer specific questions or drive users to a specific piece of information or page on your website. 

 

 

The Display Text field allows you to determine how you want the button to read to users.

 

 

The Action to Perform field allows you to select from a list of available options:

 

 

Just Browsing – This engages the website visitor.  Choosing this takes them through a conversational flow of information about the business.  Elements including images, videos, special offers, reviews and business information can be shown.

 

Learn About Us – Will take the website visitor through a similar conversation as Just browsing but also includes more information about products and services with the intent of driving to a lead.

 

Book an Appt – take Appt Request – This provides the ability to drive the user directly to your online booking link or shows a form for the user to submit their contact information and preferred date(s)/time(s).  

 

Ask for Live Chat/Callback – Allows the user to request live assistance through the chat or request a call back.

 

Take a Message – Allows the user to submit their contact information along with a message so that they can be contacted back.

Adding your own custom buttons to the Main Menu is a great way to promote information commonly seeked by website visitors.

 

To add your own button action, click on the + symbol.  This allows you to enter your own button text and then select an action from the drop-down list.  Within the drop-down will be the pre-set options available as described above as well as questions from your library’s question & answer list.  This is a great way to include a button for specific information you want to call out.  

Add a Custom Button Step 1

Example:

A fitness gym wants to call out their membership plans in the menu buttons.  They would create a question & answer in their library that asks the question “What are your membership plans” and provides the answer.  They may even choose to include a link to a memberships page.

In the Main Menu Customization, they would add a new button that reads something like “Membership Plans” and then select their “What are your membership plans” question in the Action to Perform drop-down menu.

Add a Custom Button

Here you can select the color you want your chat window to use. 

 

Choose a color from the swatch board or enter your own specific 6-digit hex code.

Branding Colors

When your digital receptionist first launches, you can choose which size you want the window to start at.  We offer: Full Window, Medium Window and Small Window.  When a user is on your website they can reduce or expand the size of the chat window at will.  Click on the buttons for each of the three options to see how it will look on your website.

Chat Loading Style

NOTE: We recommend that you start with the Full Window as it typically produces the highest level of engagement.  It’s totally up to you – choose the size you and your customers prefer. 

Digital Receptionist Screens

Here you can copy the javascript code that needs to be placed on your website in order to launch the digital receptionist.  You can use the Copy Script feature to copy and paste it yourself within the header of your website or use the Email Script feature to send it to your webmaster.


 

Make sure that you set the toggle to ‘On’ to have the digital receptionist appear on our website once the javascript pixel is added.

Deploy Toggle

To remove a button from the digital receptionist menu:

 

 

1. Login to your dashboard and click on the Settings icon on the lower left hand of your menu.   

2. At the top, click on “4. Chat Bot” and then on “1. Header & Menu” in the sub-menu.  

3. In the Customize Main Menu section, identify the button you want removed from your menu and click on the X to the right of it.

 

 

You can view how the new menu will look on the right-hand side of the screen in the sample menu view:

 

Removing a Button

For instructions on how to setup call forwarding for many of the common carriers, view our Call Forwarding Setup Guide

You are not required to set up missed call handling.  To opt out of missed call handling, simply avoid setting up call forwarding from your business line to your digital receptionist number.  As long as you provision a digital receptionist number by going to Settings > Phone / SMS, you will still be able to take advantage of SMS auto-replies to your customers when they text you. 

To turn SMS auto-replay message on/off:

 

1. Login to your dashboard and click on the Settings icon on the lower left hand of your menu.   

2. At the top, click on “3. Phone / SMS”  

3. Click on SMS in the bottom section

4. Toggle the “Send reply message when a new customer sends a text message to “Off” if you want it off or “on” to turn it on.  When SMS is On, any time a customer text messages you, an auto-reply will go out to them confirming that you have received their message.

SMS On Off Toggle

Since questions & answers in the pre-trained library are already “learned” by the digital receptionist, you are unable to modify the text of the question itself.  

 

You can, however, always modify the answer as well as add additional question variants (other ways people may ask the same question) to further customize the question to be your own.

 

Alternatively, you an opt to NOT use a pre-trained question if isn’t quote right for you and, instead, create your own custom question & answer.

Videos no larger than 10MB can be uploaded to your profile.  You can add or remove videos by going to Settings >  Business Information > Pictures, Videos & Promotions page.

STEP 1: Grab the snippet of code from within the Agentz dashboard.

 

1. Login to your Agentz dashboard and click on the Settings icon at the bottom of the left hand menu
2. Click on Step 4 “Chat Bot” in the header menu
3. Click on Step 4 “Deploy” in the sub-menu. This will display your unique snippet of code for your website.

 

Javascript

 

You can either copy the snippet to your copy ‘n paste function or email the snippet to your webmaster for installation.

Make sure that you activate the digital receptionist on the Deploy screen so that it automatically appears once the snippet of javascript is successfully added to your website.

Deploy Toggle

 

STEP 2: Add to your website Copy and paste the following code snippet before the tag on every page you want the digital receptionist to appear.

 

Pixel installation Guide

For specific instructions on how to add the pixel to many of the most common website builders, refer to our Pixel Installation Guide.

 

You will know the javascript snippet has been successfully added when you refresh your website and the digital receptionist initiates on the page.

You can turn off the digital receptionist without removing the code from your website.

 

1. Just login to your dashboard and click on the Settings icon on the lower left hand of your menu.   

2. At the top, click on “4. Chat Bot” and then on “4. Deploy” in the sub-menu.  

3. Set the toggle for “Show digital receptionist on my website” to ‘Off.’

Deploy Toggle Off

To turn back on at any time, simply move the toggle back to ‘On.’

The colored flags allow you to mark individual website visitors for follow-up, urgency, closure, etc.  Use the six colors anyway you like – it could be the status of the lead or it could be who owns the lead.  You decide!


The flag will always default to black.  To change the color, simply click on the flag and then click on the color you want to change it to.


Colored Status Flags