The HR support assistant bot template adds a support assistant bot, which adds another layer of functionality to your content from the Help and case management template. The bot opens when users land on the Support page. The support bot contains links to pages from several other templates.
Prerequisite
First, you should install these templates:
- Help and case management
- Profile
- Pay
- Onboarding journey
- Services Catalog
- Time off pack
- New manager journey
- Offboarding journey
- Transfer journey
This template also installs content and functionality already covered in other template articles:
Chatbots
The template adds the HR support assistant bot, see our knowledge base article, About chatbots.
When you open the Support page, the support bot opens the chat window automatically. In this example, we have made changes to the page from its original template configuration:
If you want to know more about your profile, select the PROFILE option, and the support bot replies to you with a link to your profile page:
If you select the link, your Profile page opens, where you can make any necessary edits by selecting EDIT YOUR PROFILE, see our knowledge base article, Profile.
On the chat, the bot asks, "Did this link give you what you needed?" and you have the option to select YES or NO. If you select NO, the bot asks if you want to open a support ticket:
The support bot asks you for a short sentence to summarise your issue:
The bot then asks for additional information that you think might be helpful. Once you have sent that information, the chatflow creates a ticket, and the bot provides a link to the Open cases page:
Your case appears in the Open cases list block:
Select Pay from the support bot and the bot replies with a link to the Pay content:
The link opens the Pay page, see our knowledge base article, Pay.
If you select Onboarding, the bot replies with a link to your Onboarding content:
The link takes opens the Onboarding journey page, see our knowledge base article, Onboarding.
If you select Employee services, the bot replies with a link for Employee services content:
The link opens the Services catalog page. In this example, we have changed the configuration from the original template install:
If you select Time off, the bot replies with a link to leave content:
This link opens the Time off overview page, see our knowledge base article, Time off pack.
If you select Something else, the bot replies with more options:
New manager opens the New manager journey page.
Offboarding opens the Offboarding journey page.
Transfer opens the Transfer journey page.
If you select the Others option, the bot takes you through the process of creating a support ticket, as previously mentioned earlier in this article.
