For AI agents: a documentation index is available at the root level at /llms.txt and /llms-full.txt. Append /llms.txt to any URL for a page-level index, or .md for the markdown version of any page.
Logo
DeveloperAcademyCommunityStatus
  • Getting Started
    • Welcome to Moveworks
    • Roadmap & Release Notes
    • Moveworks Best Practices
      • Launching Moveworks
      • Building on Moveworks
      • Driving Adoption
        • Deep Linking Moveworks AI Assistant
        • How to Add an Azure AD App Link to the Bot
        • Okta Chiclet Deep Link to Bot
        • Okta Footer Help Link to Bot
        • Agent Email Signature Link to the Moveworks Bot
        • General Banner Links to the Moveworks Bot
        • Bot-First Call Wait Messages
        • ServiceNow SSP Banner Link to the Moveworks Bot
        • ServiceNow SSP Hovering Bot Link
        • Windows Desktop Shortcut to the Moveworks Bot Setup Guide
    • Labs
    • Professional Services
    • Support
  • AI Assistant
    • AI Assistant Overview
    • Capabilities
    • Web Experiences
    • Analytics & Performance
  • Enterprise Search
    • Overview
    • Agentic RAG Overview
    • Content Ingestion Platform
    • Profile Boosting
    • Retrieval
    • Permissions Platform
    • Built-in Content Connectors
    • Build your own Content Connectors
    • Configure Search
    • Configure Enterprise Search
    • Vetted Content
    • Writing AI-Ready KB Articles
    • Document Chunking and Snippetization Overview
  • Productivity Boost
    • Overview
    • Configure Productivity Boost
    • Quick GPT
    • Calendar Management
    • Brief Me
DeveloperAcademyCommunityStatus
On this page
  • What is it?
  • Preparation
  • Example Intro Message
Getting StartedMoveworks Best PracticesDriving Adoption

Bot-First Call Wait Messages

||View as Markdown|
Was this page helpful?
Edit this page
Previous

ServiceNow SSP Banner Link to the Moveworks Bot

Next
Built with

What is it?

A message that greets callers and recommends they start their support journey with the bot.

Preparation

  • Identify a phone system (CMS/UCaaS) admin that can change call wait messages
  • Modify the Example Intro Message below to suit your needs.
  • Use a text-to-speech solution in your phone system or pre-record the message and configure it to play when users call the help desk.

Example Intro Message

“Thanks for calling the enterprise help desk. You now have 24/7 access to {bot name}, our AI IT help bot. We kindly request that you start all help desk inquiries there. You can find the bot in {chat platform}. The bot can help you with everything IT and do so faster than waiting on this phone line. Whether you are calling to reset a password, request software or hardware, {etc}, it can help you right away. And if you still want to get the attention of an agent just say to the bot ‘file a ticket’, explain your situation, and we’ll take it from there. Have you tried the bot yet? If not, hang up and please start there. Chat with the bot just like you would an agent. It may not always understand you the first time, but it’s always learning, so try rephrasing your request a few times if necessary. The more you talk to it, the smarter it gets for everyone. If you’ve already tried the bot, please have your ticket number ready, stay on the line and our next available agent will assist you. The current wait time is {long time}.”