MeBeBot - Escalation Feature
What is the Escalation feature?
MeBeBot’s app (in Slack) allows an employee to escalate their question to an inbox or ticket service, after having provided feedback to the AI Chatbot.
If an employee is unable to obtain the desired information from MeBeBot, the employee may choose to escalate to a shared inbox (like benefits@companyname.com) or to your help desk ticketing service (like Jira). This feature allows the employee to seamlessly escalate an issue from the MeBeBot chatbot interface. It is very useful for specific IT needs, confidential HR matters, complex benefit issues, or facilities requests...just to name a few!
How does the MeBeBot’s Escalation feature work in Slack?
Employees can ask their questions (as a complete sentence), using MeBeBot’s app (in Slack). If the employee receives an answer that is unsatisfactory (or perhaps their resolution requires additional help), they can select “no” to the prompt “Was this helpful?”, and they will then be given the option to begin the process to “escalate” their question: Video Demonstration
Once the employee selects “escalate,” they will have the option to edit their question to enhance it with more information (as indicated in orange in the screenshot below).
When they are ready to escalate, the employee can select which team would be best served to respond to ensure they receive the best path to a solution possible. These paths are highlighted in red below:
Once the correct recipient path is selected, the employee would select “submit” to have this sent.
PLEASE NOTE: When an employee escalates an issue, they are no longer “anonymous” and their Slack User ID is matched to their email address in Slack.
How does the MeBeBot’s Escalation feature work in Microsoft Teams?
Employees can ask their questions (as a complete sentence), using MeBeBot’s app (in Teams). If the employee receives an answer that is unsatisfactory (or perhaps their resolution requires additional help), they can select “no” to the prompt “Was this helpful?”, and they will then be given the option to begin the process to “escalate” their question: Video Demonstration
Once the employee selects “escalate,” they will have the option to edit their question to enhance it with more information (as indicated in orange in the screenshot below).
When they are ready to escalate, the employee can select which team would be best served to respond to ensure they receive the best path to a solution possible. Once the correct recipient path is selected, the employee would select “submit” to have this sent.
PLEASE NOTE: When an employee escalates an issue, they are no longer “anonymous”, and their Microsoft User ID is matched to their email address in Active Directory.
Setting Up MeBeBot Escalation in DEX (Customer Admin Portal):
If you would like to set up the Escalation feature, please see the following instructions on how to configure your escalation email addresses in the MeBeBot Portal.
Step 1: Adding Escalation Email(s) to your Portal
To add the desired escalation path emails to your MeBeBot portal, a Super Admin or the IT Admin can add the email(s) in the portal via the Support Email Inboxes section.
Simply login to your portal -> navigate to IT Admin -> “Add”
Once you have selected “Add,” then enter your desired inbox names and emails for your organization.
Step 2: Update your Bot Reactions:
When you have instructed MeBeBot to “enable” the escalation feature, you will then need to update your bot reaction, to display instructions.
*PLEASE NOTE: When an employee selects to escalate an issue, they are no longer “anonymous” as MeBeBot will match the Slack User ID to their email address in Slack. This will allow for the employee to receive a response via the ticketing service or via email (see example below):
Step 3: Update your Ticket Systems or Group Inboxes to be able to receive emails from MeBeBot, using this email address:
You may need to “whitelist” this information so that the escalation emails are not blocked by your mail servers or ticket systems.
Below is what the escalated email will look like in Jira:
*Customers are responsible for updating their ticketing systems so that the employee escalating the email can receive responses from the ticketing systems.
Once you have added your escalation in boxes and emails, please see the following links based on what ticketing system your organization uses:
For Jira, please see this link: Jira Setup
For FreshDesk, please see this link: FreshDesk Setup