Our customer service chatbot is providing terrific advice and customer service 24/7. Relying solely on what we train it and with no external knowledge access, this chatbot is made for Tower Systems customers. It frees our terrific help desk team for support calls that require human knowledge and experience. This is what our customers are loving too.
The chatbot answers the query and provides links to the knowledge sources on which it has relied to provide the advice.
Here are some live chatbot examples (without the source details included for this public post):
Customer query: No retailer data found.
Chatbot response: The “No Retailer Data Found” error typically occurs when your computer can’t connect to the MAIN/SERVER computer or is looking in the wrong location for the data. This is often due to network issues blocking the connection between PCs.
To resolve this:
Check if you can access the internet on both your PC and the MAIN computer. If not, try restarting your router/modem.
If internet access is working, the issue might be with the IP address settings on your POS/CLIENT computer. To fix this:
• Open Retailer Backup on the CLIENT PC
• Click Settings -> Database Settings in the left menu
• At “Server IP or Name”, enter your MAIN/SERVER computer’s name
If these steps don’t resolve the issue, you may need to perform more advanced network troubleshooting or contact our support team for assistance.
Customer query: Cash drawer not opening.
Chatbot response: There are several reasons why your cash drawer might not be opening. Here’s how we can troubleshoot and fix the issue:
Check your receipt printer: The cash drawer is typically triggered by the receipt printer. Make sure it’s turned on and printing correctly.
Inspect cable connections: Shut down the computer, then check the cable connections between the till and the printer at both ends. Ensure they’re firmly plugged in and not damaged. Unplug and replug if necessary, then restart the computer and try again.
Verify Retailer settings:
• Go to Setup -> General -> Pay Types tab. Ensure appropriate payment types are ticked to open the cash drawer.
• Go to Setup -> Point of Sale -> Terminals tab. Check that the current terminal has a till ID ticked to have a cash drawer (verify under Till Setup).
Confirm Retailer configuration:
• Click Setup -> Point Of Sale -> Terminals tab
• Note the Till ID for the highlighted row
• Go to the Till Setup tab
• Tick ‘Cash Draw’ for the noted Till ID
• Save, close, and restart Retailer
If these steps don’t resolve the issue, please contact our support team for further assistance.
Customer query: export customer list from Retailer.
Chatbot response: We offer multiple ways to export a customer list from our Retailer software. Here’s how you can do it:
Using the Export Data utility:
• Go to Utilities -> Import/Export Files -> Export Data
• Choose your export options (Basic or Advanced)
• Select the customer fields you want to include
• Click Export and choose where to save the file (TXT or CSV format)
Using the Customer Listing Report:
• Go to Reports -> Customer -> Customer Listing
• Select customer categories and sorting options
• Run the report to view or export customer information
Using Marketing Tools (if you have the Marketing module):
• Go to Marketing -> Marketing Tools
• Create a new template or modify an existing one
• Generate your customer list
• Export to CSV or Excel, or use it for SMS campaigns
Choose the method that best suits your needs. If you need more detailed instructions for any of these options, please let me know.
Customer query: My eftpos is not connecting
Chatbot response: I understand you’re having issues with your EFTPOS not connecting. Before we proceed with troubleshooting, could you please tell me which EFTPOS provider you’re using? This information will help me provide more accurate and specific guidance for your situation.
Customer response: NAB
Chatbot response: To troubleshoot your NAB EFTPOS connection issue, we recommend the following steps:
Check your internet connection: Ensure both your computer and the EFTPOS terminal have a stable internet connection. If not, try restarting your router or modem.
Verify cable connections: Shut down your computer, then inspect the cable connections between the EFTPOS terminal and your computer. Make sure they’re firmly plugged in and not damaged. Unplug and replug if necessary, then restart your computer and try again.
Restart the EFTPOS terminal: Hold down the Function and Clear buttons to restart the terminal. If it doesn’t restart automatically, hold the Enter key until you see the start-up screen.
Check Retailer settings: Go to Setup -> Point of Sale -> Terminals tab. Ensure the current terminal has the correct EFTPOS settings.
Update Retailer software: Make sure you’re using the latest version of our software, as older versions may have EFTPOS-related issues.
If these steps don’t resolve the issue, you may need to contact NAB directly for further assistance, as they handle the EFTPOS integration on their end.
Customer query: emails are not sending.
Chatbot response: There are several reasons why your emails might not be sending. First, check the Mail Queue Manager (Tasks -> Mail Queue Manager) to see the status of your emails. Here are some common issues and solutions:
If emails have a ‘Failed’ status:
• Check the Response column for specific error messages.
• Common issues include incorrect username/password, expired credentials, or authentication problems.
If emails have a ‘New’ status:
• You may need to complete the email setup.
• The Mail Queue service might have stopped responding.
If emails have a ‘None’ status:
• For Gmail users, redo the Email Setup and ensure you tick ‘Send email on your behalf’ during the login steps.
To fix these issues, you can try:
Re-entering your email password in the setup.
Restarting the Mail Queue service.
Resending failed emails by right-clicking and selecting ‘Resend Email’ or ‘Resend All Failed Emails’.
If problems persist, updating to the latest version of Retailer may help resolve email authentication issues.
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