Find Support for Verizon Business Assistant

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Frequently Asked Questions

What is Verizon Business Assistant?

Business Assistant is a generative AI enabled chatbot that operates over text messaging. It answers customer questions so you don’t have to! When it doesn't know an answer, it brings in any person you designate.

How do I order Verizon Business Assistant?

You can order a Business Assistant license yourself in My Business, or you can get assistance from your Verizon Business Account Manager.

Who is eligible to purchase Verizon Business Assistant?

Business Assistant is available to small and medium businesses in the U.S only.

Can I add additional users to Verizon Business Assistant?

Yes, we call additional users “Team Members”. You can add up to 10 Team Members to help train your Business Assistant and answer customer questions.

Where do I find my Verizon Business Assistant number?

You can view your Business Assistant number either within My Business or in the top left of the Business Assistant Management Portal. Business Assistant can route certain questions or requests to specific Team Members based on your instructions.

What are the ways to promote my Business Assistant Number?

You can include your Business Assistant number in the contact info for your business online. You can also include a QR code on promotional materials that initiate text conversations with your Business Assistant when scanned.

Does Verizon Business Assistant have a text message usage limit?

No, Business Assistant does not have a text message usage limit.

What happens if someone calls the Business Assistant number?

Business Assistant utilizes a call forwarding feature. Simply set a call forward number, and all calls placed to Business Assistant will instantly be forwarded to the voice line of your choosing.

What happens if Business Assistant does not know the answer to a question?

If Business Assistant does not know an answer, it will escalate the question to a Team Member to answer the question directly. You set up these Agents using My Business and the Business Assistant Management Portal.

How do I train Verizon Business Assistant with information about my business?

We call the information Business Assistant knows about your business “knowledge”. You can train knowledge in the form of Question and Answer pairs directly in the Business Assistant Management Portal.

What does Verizon Business Assistant do for my business?

Business Assistant frees up your time while quickly getting customer questions answered. Business Assistant gives your customers a way to get information about your business on their own time with the convenience and ease of text messaging. This saves you time by automating your ability to answer frequently asked questions.

Can the Business Assistant interpret emojis?

Yes! Business Assistant can interpret emojis.

Does Business Assistant have any reporting or analytics capabilities?

Yes, Business Assistant gives you real-time and historical reporting insights. You can see up to 26 tracked metrics such as total number of customer interactions, response rate, and top 10 questions asked.

Can I order multiple Verizon Business Assistants?

Yes, you can order as many Business Assistants as you like and they will each have their own phone number. You can manage them separately in the Business Assistant Management Portal.

How do I add a new user?

To add a new user to the system, follow these steps:

Go to the User Management skill
selecting the "Add User" button
Provide the personal user information
An invitation email will be sent to the new user

How do I add new knowledge to Business Assistant?

New information can be added manually by selecting the “Add Knowledge” button. You can also upload a PDF or link for your Website. Business Assistant will generate suggested Question and Answer pairs that can be reviewed with, edited with, and updated by you at any time.

How can I review the Team Member performance statistics?

You can review Team Member performance by going to the “Agent Performance” tab. You will be able to see Team escalations, escalation distribution, hourly trends, Average response time and Team availability.

Is it easy to create a new QR Code?

Yes, to generate a new QR Code, go to the QR Code skill and click "Generate Another QR". You have the ability to provide a new predefined message or to leave it blank and click "generate".

How do Team Members change their status?

Team Members can update their availability status in two ways:

By sending the keywords "ON" or "OFF" to the Business Assistant phone number. You will get a “you are available” response back.
By using the option "Set yourself as Available/Unavailable" on the Profile Page. From the Business Assistant home screen, select Profile in the top right hand corner, select status as “Available”.

How do I edit a Q&A pair?

To modify a Q&A pair, select the "pencil" button near the Q&A pair you want to edit.

How can I change the working hours of my business?

To modify the operating hours of your business, go to the Knowledge Management skill and edit the "What are your hours of operations?" knowledge.

How do I update the behavior of my Business Assistant?

To modify the behavior of your Business Assistant, access the Customize Business Assistant skill and then select the type of communication style you would like to use.

Can I change the name of my Business Assistant?

Yes, you can change the name of your Business Assistant by accessing the Customize Business Assistant Skill and selecting “Update Name”. Please note that if the old name appears in any of the Q&A knowledge, then you will need to update each question manually.

Can I change the welcome message for my Business Assistant?

Yes, to customize the welcome message, go to the Customize Business Assistant Skill and use the parameter "Would you like to change how the AI agent greets new customers?" This allows you to change the standard welcome message for your customers.

Existing customer?

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