Home > Add a Coronavirus Symptom Checker with the help of a Bot

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(Last Updated On: March 24, 2020)

If you are in the healthcare industry, you may be fielding lots of extra patient inquiries due to the COVID-19 Coronavirus. One way to reduce the amount of chats your agents receive and more quickly qualify and assist your patients is to use a bot. We’ve created a COVID-19 Symptom Checker bot specifically for this scenario, using the Chat Bot API.

If you would like the bot to ask a few simple questions to gather data about whether your patients may be infected (therefore requiring escalation to an agent), you can follow the steps below and add a COVID-19 Symptom Checker bot to qualify those patients.

 

Note: The Chat Bot API and the COVID-19 Symptom Checker bot are available on Professional and Enterprise plans only. Chat with our team if you wish to find out more.

How to set it up:

1 – On your admin dashboard, head over to Settings, and Click on Add bot (Beta) – Make sure you have an agent license to do so.
2 – Add a Custom API Bot in your Agent list in the first tier:
    Authorization Token: freechatbot
4 –  Turn the bot ON:

Ensure you have human agents in the 2nd tier for escalation

1 – Head over to Agent Settings
2 – Add a Priority Tier if you need to.
3 – Make sure the Bot is in Tier 1, and the agents are on lower tiers.

Set up a Start Chat prompt asking for the visitor body temperature

1 – Head over to Settings – Design Studio, and scroll down to Pre-chat form settings.
2 – Choose the “Open chat box with message”.
    Our recommended prompt for best user experience: Hello, I am the Symptom Checker bot for the Coronavirus (COVID-19). What is your current body temperature?
3 – Hit Save.

Set up a Proactive prompt with the same message

1 – Head over to Settings – Proactive chat
2 – Click on “Add proactive chat configuration”
3 – Set the rules, and click on Enable special assignment settings
4 – Choose “Specific Agent” and Select “Chat Bot”
5 – Add the same message “Hello, I am the Symptom Checker bot for the Coronavirus (COVID-19). What is your current body temperature? “
6 – Hit Save changes.
7 – Be sure to click Save.

Your bot will now ask questions to qualify whether those patients need to speak to an agent (or not) and transfer accordingly.

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Published March 19, 2020