Multiple queries/conversations in Wattbot

schase;37735:
Idea Status: We're Looking Into It


Today I just discovered (only by asking in the community) that I can't ask Wattbot any questions right now, as a previous chat with the team was never closed. It would be useful to have multiple queries/chats open; at the least to be able to ask Wattbot a generic question whilst a conversation with the team is ongoing (as the latter can take several days).

And date/time stamp all messages! (already raised in another Ideas conversation)

Scott

I know where you're coming from in this, I've had an open Wattbot conversation open for over a month now, due to my smart meter and statements issues. I did however ask an unrelated question, which was answered fairly quickly. But you can't ask the bot anything as all queries go to the team

This has been mentioned before, it needs fixing.
I submitted a message to wattbot, the message remains open, (never mind the fact that I haven't had a response yet) and wattbot cannot now provide bot replies. You really really really need to fix this.

So here is my idea, while a query is open you need to send an auto reply acknowledgment by email with a reference number and the message that you will reply in wattbot, with that reference number (and no reply to the email possible) and 30 mins after the question is sent wattbot needs to reset to allow further queries to be sent either to the team or for a bot reply as appropriate.
This solves 4 issues, timestamping wattbot queries, referencing wattbot queries, allowing wattbot to do what it's designed for, and making customers happier.

As the bishop said to the actress ...It shouldn't be this hard.

schase;37735:
Idea Status: We're Looking Into It




And date/time stamp all messages! (already raised in another Ideas conversation)

Scott

Hi @schase
Just to let you know that our tech team has started work on the date and timestamp for WattBot messages.
😀
Hope to have some designs to share soon.

and to re-re-reiterate DATE TIME STAMP
This is the most basic of essential features,it's hard to believe that the designers decided it wasn't necessary, (even harder to believe that it was never considered).
Can you imagine an email system without it?
Wattbot is the primary means of communication with PP, how can it possibly fulfill that rôle without time stamping?
(This message was posted on 8/5/2020 at 12:44 and subsequently edited at 12:46)

You are number 402 in the queue, please stand at least a quarter of a mile away and wait...for your number to come up...

25 quid;53572:
Most businesses have a ticket system. Take a number...
Time for killerwattbot.

I’m going to reiterate this problem of inability to have a dialogue with WattBot whilst a conversation with the Help Team is still open. One problem is staff often neglect to close a conversation.

The latest for me is wanting to put in a query for a Warm Home Discount and unable to, as there’s a conversation from two weeks ago still open.

A poor communications platform that really needs to be rebuilt from scratch to allow multiple concurrent conversations, time stamps, and Team member IDs; text formatting would be nice as well. I might just resort to email, where at least I get a better response.

Time to get the insided widget and link to your Zendesk system maybe?

Timestamps definitely.. I found myself having to take notes as to when I’d received certain things so I knew when to start nudging for a response.

Great! Fab! Do you need the “delivered” and “received” words? Less is more. The context (positioning) makes it unambiguous.

Interesting idea @25 quid - we often find having the confirmation wording there helps reassure Members that their message has sent (like a tick on Whatsapp for example), and that without it they worry the message hasn’t gone through successfully, especially as it isn’t a live chat service. 

It’s probably one of those things that's a bit like marmite - some people like it and some people don’t!