BuyTime is a powerful module to deflect guest messages and direct guests to a guidebook if they don't receive a response in time.
How does it work?
- When a customer inquiry isn't addressed by a live agent within a set timeframe, the module automatically triggers. This can be done independently of the respondingActive status for a listing, meaning you can run Buy Time without having autoresponding on.
- It identifies keywords or phrases from the customer's message.
- Based on these keywords, the module searches your knowledge base for relevant articles or FAQs.
- It then sends the customer to the relevant guidebook link.
How to set up BuyTime?
BuyTime is a paid feature
Navigate to the BuyTime page
Once you are in the BuyTime page, toggle the Enable Buy Time Module and input your deflection message. A template message is provided.
Then, toggle the Include Guidebook Link - this will add to the message the guidebook link which guests can use to self-serve answers to common questions.
Then, set the delay duration - this is what tells the system how much time to give your human agents before sending a BuyTime deflection.
Want to see what a sample guidebook looks like? Click here