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

Categories: |

(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.

Did you find this article helpful?

Not HelpfulNeeds WorkSo-soHelpfulVery Helpful (1 votes, average: 5.00 out of 5)
Loading ... Loading ...

Published March 19, 2020