If you have an IVR number, you can direct your calls to SmartBot, and the bot will send a text to the guest to assist them with their queries. In the case of a missed call, SmartBot will automatically reach out to your guest via SMS and help them with booking/rescheduling/cancelation requests, or answer commonly asked questions.

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Managing phone calls is a big operational demand and businesses have front desk employees jugging between ensuring the best in-store experience and responding to guests calls. The SMS Bot helps by diverting some of the traffic on the phone system to ensure you never miss a call when your staff are unavailable.
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When businesses configure the SMS Bot optimally, it is seen that nearly 30% of the phone calls get directed to the Bot, providing potential to convert a lead that might have otherwise not engaged if the call was missed.
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There are multiple ways in which businesses can enable the Bot on SMS for their guests.
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Note: Businesses can choose a combination of these scenarios depending on their needs.
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Scenario A: SMS Bot is triggered when there is a missed call
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In this scenario, a guest calls a business but doesn’t get a response either due to the store being closed, or the staff being too busy to respond to calls. When the call is missed, an SMS gets triggered and sent to the guest's phone. The bot guides the guest through the conversation helping manage appointments or answer specific queries.
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Scenario B: SMS Bot is triggered from the IVR of the phone system
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In this scenario, the SMS is triggered when the guest chooses to engage with the Bot rather than automatically. Many businesses today already have an Interactive Voice Responder (IVR) that guides guests through various options to be redirected to specific information. The SMS Bot can also be triggered via an IVR system as shown below.

Simplified will provide businesses with a Twilio number. When a guest chooses the option to interact with the Bot, the call is forwarded to the Twilio number. A message along the lines “Thank you! You will now receive a text message and this call will be disconnected” will be played. The guest then receives the message from the Bot which guides them through the conversation helping manage appointments or answer specific queries.
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SMS Bot customers need to take the below steps to enable this scenario:
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a. Record an IVR prompt indicating to guests about the option to manage appointments via Bot

b. Set up Call forwarding from their business phone number to the Twilio number that will be provided

Unlike in Scenario A or B, businesses can provide the number directly to guests to chat with the bot via SMS. This can be achieved in two ways:

Adding the SMS Bot number in the appointment notifications - confirmations, reminders is an easy way for businesses to get their guests aware of the SMS Bot.

One of the easiest ways to market your SmartBot is by adding a QR code that links to your SmartBot on your various guest touchpoints to enable your guests to get instant help when they need it on their mobile devices.
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Some examples include:
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· At the front desk to let your guests know that SmartBot can assist them faster than waiting in line for a staff member

· On product displays to help guests get quick answers to any product-related questions they may have.

· At the bottom of receipts informing guests that the SmartBot can help with future booking or product queries.
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With QR codes, you can also track usage and interactions. So, you’ll gain insights into which QR codes are getting the most scans, what time of day is most popular and the most common questions that are asked.