Guidance chat: allow connecting to a real person

larssondenise commented 2 months ago

Description

As a user I want to get valuable answers from the chatbot

User feedback: "Chat function only replied with blog posts instead of answers to my question or the option for forward to a real human being."

Acceptance criteria

[ ] When user clicks on thumbs down, show message from GC to suggest to connect to human team member. Text: “I apologize that this answer isn’t relevant to your needs. If you’d like me to connect you with the Alkemio team, please provide your email address below. I’ll send our chat history, and the team will reach out to you via email.”
[ ] When user returns something with an @ in there, send the email and show message: “Thank you. I’ve sent the email, and the team will reach out to you within 2 business days.”
[ ] When the user returns something else, continue the conversation

Additional Context

Screen shots / UX designs / data that are relevant.

Areas that will be affected

To be added during the refinement

techsmyth commented 2 months ago

@SimoneZaza can you please give some thought to how we do this?

SimoneZaza commented 2 months ago

@techsmyth I've updated the AC with a suggestion on how to approach this. If it's not possible to trigger an email from within the chat, I'd suggest to change the contact the team button below the chat to do something similar.

me-andre commented 2 months ago

I'd suggest that we consider the following while thinking this out:

Rene's idea that there can be multiple VCs providing guidance (how does user choose which one to message? could be direct messaging)
We have no usage (or no good UX) for direct messaging to VCs

If we implement P2P (user to user) chats with UX similar to how Guidance chat looks now, then we may not need Guidance to be a special thing. Could be just a "direct chat with a VC that provides guidance" (where "provides guidance" may be a particular VC feature).

If we later extend P2P to have rooms, pulling a person to a chat can be as easy as just mentioning. That could not only create a flow for "allow to connect to a real person" but also unlock interesting scenarios such as "having a chat with people AND a VC / multiple VCs".

techsmyth commented 2 months ago

thanks @me-andre . In short my take is a) that VCs / users / orgs should all just be "contributors", and there can be chats with any of them b) we indeed need c2c chat (contributor to contributor)

alkem-io / client-web