Module 4 Workbook

Exercise 1: Automation Audit

List every type of message your business receives. Categorize each as Level 1 (fully automated), Level 2 (hybrid), or Level 3 (human-led).

Message Type Current Handling Ideal Level Action Needed
       
       
       

Exercise 2: Build Your Greeting Flow

Write your welcome message. Include:
  • Friendly greeting
  • Brief introduction
  • 3-4 clear options
  • Emoji or formatting that matches your brand
Test it by reading aloud. Does it sound human?

Exercise 3: Design Qualification Questions

Create 3-5 qualification questions for your business. For each:
  • What information do you need?
  • How will you ask it conversationally?
  • What will you do with the answer?

Exercise 4: Abandoned Cart Sequence

Write your three-stage abandoned cart flow:
  • Stage 1 (1 hour): Gentle reminder
  • Stage 2 (24 hours): Incentive offer
  • Stage 3 (48 hours): Final follow-up
Include specific details: product mentions, links, codes, and time limits.

Exercise 5: Handoff Script

Write the exact message your bot sends when transferring to a human agent. Include:
  • Thank you for your patience
  • Agent name and expertise
  • Confirmation that context is shared
  • Expected wait time

Exercise 6: BSP Evaluation

If you use or plan to use the API, evaluate your current or potential BSP:
  • What automation features do they offer?
  • What is their pricing model?
  • What languages and markets do they support?
  • What is their customer support quality?
  • Would you recommend them? Why or why not?

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