Overview
AlwaysOn is an AI-powered customer service platform that allows you to provide 24/7 support to your community, and enable website visitors to navigate your website to find information quickly and easily.
AlwaysOn enables valuable insights into user behavior through:
Branded & Streamlined Communication
Branded & Streamlined Communication
Customize the chatbot with your organizations colors and logos for a consistent experience, while canned responses and smart routing ensure users get accurate answers or reach the right staff quickly—reducing call volume and repetitive inquiries.
Improved User Customer Service
Improved User Customer Service
Users can quickly find exactly what they need, and if not, their questions are automatically routed to the right person, allowing the organization to provide timely support. Questions can be asked in users' native languages, ensuring no one in the community feels excluded.
Actionable Insights & Continuous Improvement
Actionable Insights & Continuous Improvement
Real-time analytics and surveys provide valuable feedback on user behavior and website effectiveness. Monthly reports from AlwaysOn offer actionable recommendations, helping districts refine content and improve engagement.
Understanding Analytics
Chatbot Analytics
Analytics about your District and School Chatbot can be found by clicking the Analytics button in the Actions column.
You can Print the Analytics screen by clicking the Print button in the top right corner of your report, next to the Language filter.
There are many features of the Analytics screen including:
Sorting, Filtering, and Charts
Sorting, Filtering, and Charts
The Language Preference chart provides insight into who is engaging in translated chat sessions when accessing your website.
The Success Rate chart shows the percentage of questions that are being marked for review and possible training, versus those answered successfully.
Date - To begin, the default range shown is the current month, to adjust, set different dates and then click Filter to update the charts below.
Language - Filtering by language shows results in a specific chosen language for all Charts, Engagements & Questions, Categories, and Contact Us Submissions.
Engagement & Questions
Engagement & Questions
Total Engagements - refers to the number of times the Chatbot is opened and asked at least one question.
Total Questions - the overall volume of questions the Chatbot is answering.
Top Categories - provides a high-level overview of the general categories that people are asking about.
Top Questions - offers a more granular breakdown of what people are looking for by sub-category.
Selecting the + sign on the right-hand side of Top Questions will allow you to see the question your community asked, and the frequency at which questions are being asked.
If there are irrelevant questions, or questions that should not be present in the Analytics data, those can be removed by selecting the trash can icon.
Removing questions cannot be undone.
Contact Us Submissions
Contact Us Submissions
Contact Us submissions give insight into how often the Chatbot’s Contact Us Form being used, and to whom those submissions are being routed they include the following details:
From Email
Response Email
Topic
Subject
Details
Rating
Survey Comments
Time and Date Submitted
Training & Answer Feedback
Training & Answer Feedback
Analytics provides two training tools through the Training and Answer Feedback sections, where user feedback is presented.
The Training section gives insight into the questions that are automatically being marked for possible review and training, as well as the number of failed attempts to answer that question.
The Answer Feedback section shows what your community gave feedback on after receiving an answer from the Chatbot, as well as the question that was posed and the answer that was given.
Answer Feedback includes the following details:
Question asked
Feedback type
Date and Time
Answer given
Subsite location
Setting up your FAQs
Frequently Asked Questions
Within an Organization, you can use the Edit button to customize answers to questions that need specific responses given, or that are asked most often.
When website visitors ask questions to the Chatbot, answers placed in the FAQ section will be given, rather than the Chatbot referencing information on your website for a response.
Sections that are customizable per question are:
Category
Questions that could be asked
Answer given when question is asked
Global Bot Override
Navigating the Actions Menu
Navigating Actions Menu
Upon logging in, a list of locations you have access to that have a chatbot will appear.
The different actions options in the menu are:
Edit
Analytics
Settings
Settings Menu
The AlwaysOn Settings menu contains all settings available to edit within these four tabs included at the top of the screen:
Customize Options
The Customize Options settings tab contains all of the customizations available for an individual chatbot. This includes options like the ability to:
Enable and disable the chatbot
Update its design and logo (with a chat window preview available)
Set the chat starting position
Set a welcome and no results message
and much more...
Website Embed Code
The Website Embed Code is available to be copied from the page and embedded on websites to add the Chatbot.
This Embed Code is made for use on Non-Apptegy websites. If you already have AlwaysOn and would like to add this to your website, contact your Client Success Manager.
Searchable URLs
The Searchable URLs tab allows you to customize the following sections:
Searchable URLs
View the Crawl Action - The list of pages that are known by the chatbot
Calendar Inclusion List
URL Exclusions List - Webpages that should not being searchable by the Chatbot
URL Inclusion List - Additional websites that should be searchable by the Chatbot
Subsite Styling
The Subsite Styling tab allows you to customize the chatbot differently if it is being used at different subsites and includes the following options:
Subsite URL
Header Text Color
Primary Color
Secondary Color
Logo
Icon
Icon Background Color