How the assistant recognises or registers a client
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Translated from the Italian guide. Narciso itself is in Italian, so the names of buttons, menus and fields are shown exactly as they appear on screen, with a translation in brackets where it helps.
To book, move, cancel, to answer on client data (points, card, last visit) and for the haircut preview, the assistant needs to know which client record is behind the chat. General information about the salon (Infopoint) and the search for a free slot can instead be done even with someone who is not yet a client.
As long as the contact is not linked to a record, the assistant starts this path. While it lasts, the chat shows the label «IA: registrazione cliente» (AI: client registration) (purple) (Muting, banning and deleting a conversation).
Contents
Step 1: a WhatsApp contact is already in Rubrica#
If the client writes from WhatsApp with a number that already appears on a record (phone for calls or WhatsApp number), the assistant links it straight away, without asking questions, and greets them by name («Ciao Nome!» (Hi Name!)). The comparison is on the full number, in international format.
On Facebook and Instagram the number is not known and this step does not apply.
Step 2: «Sei già nostro cliente?» (Are you already our client?)#
In other cases the assistant asks whether the contact is already a client, for example «Per prenotare e seguire i tuoi dati devi essere registrato nella nostra anagrafica: sei già nostro cliente?» (To book and follow your data you need to be registered in our records: are you already our client?). The most common short replies («sì», «no», «ok», «certo», «va bene», «no grazie»…) are recognised immediately; the more elaborate replies are interpreted by the artificial intelligence.
If they answer yes: search by first name and surname#
- The assistant asks for the first name and then the surname.
- It searches Rubrica among the clients visible in the location of the channel they are writing on (plus those with no location). The search is tolerant: it ignores capitals, accents and double spaces, accepts small typing errors («Nicolo» / «Niccolò», «Rossi» / «Rosi») and even first name and surname swapped. If there are exact matches it uses only those.
- Then it depends on how many records it finds:
| It finds | What happens |
|---|---|
| One record | It asks to confirm the number, showing it partly hidden («È questo il tuo numero di telefono? …» (Is this your phone number? …)) |
| More records (people with the same name) | It asks «qual è il numero di telefono che hai lasciato in salone?» (what is the phone number you left at the salon?) and compares it only with the numbers of the clients with that name. An identical number goes ahead; a number that differs by a single digit from only one of them is suggested in hidden form («Forse intendevi …?» (Perhaps you meant …?)); otherwise no choice is made |
| None | It asks them to write the name again «come l'hai lasciato in salone» (as you left it at the salon). At the second unsuccessful attempt it offers registration |
The number is never shown in full in chat. If the number written does not match any candidate, the assistant allows a second attempt, then offers registration.
- When the number is confirmed, the verification code is sent.
The verification code by SMS#
- The code is sent only to the number already on the record, never to a number typed in and not matched.
- It arrives as an SMS from the sender «NarcisoAUTH»: the assistant tells the client to check the phone's messages, not WhatsApp.
- The client writes it in chat. If it does not arrive they can write «rimanda» (resend) (or phrases such as «non è arrivato» (it hasn't arrived)): it can be resent twice. An expired code (after 10 minutes) is replaced by a new one, always within the two resends.
- If the code is correct: «Grazie Nome, ti ho riconosciuto!» (Thank you Name, I have recognised you!), the chat is linked to the record and the assistant picks up where it left off.
- A wrong code counts as an unsuccessful attempt (see below).
If they answer no, or cannot be found: registration#
The assistant offers to register the client in the records. If the client said they are not a client, the offer is a sentence such as «Per creare un appuntamento e seguire i tuoi dati abbiamo bisogno di registrarti in anagrafica. Per te va bene?» (To create an appointment and follow your data we need to register you in our records. Is that OK for you?) followed by the link to the public page of the notice for clients (Privacy and consents in the automations). If instead the offer comes after a search with no result («Non riesco a trovarti nella nostra anagrafica 🙁 Possiamo registrarti adesso, ci vuole un attimo: ti va?» (I can't find you in our records 🙁 We can register you now, it only takes a moment: shall we?)) the message does not contain the link to the notice.
- The client's "yes" counts as signing the notice: the record is created with consent to data processing, the signing date and the version of the notice. Consent to commercial communications is not given (that is recorded from the record, see Privacy and consents in the automations).
- If they answer no: «Va bene, nessun problema — passa in salone quando vuoi per prenotare di persona.» (Fine, no problem — drop by the salon whenever you like to book in person.) and the registration closes.
- If they say yes, the assistant asks, one at a time: first name, surname (if already given during the search it does not ask again), the phone number (only on Facebook and Instagram, where it is not known; on WhatsApp the number they are writing from is used) and whether they are interested in services for men, for women or both.
- At that point it creates the client record with acquisition channel «BOT_WHATSAPP» (visible in Rubrica), links it to the chat and says «Piacere Nome!» (Nice to meet you Name!), then resumes the request the client had made earlier, without asking again for what they have already said.
Attempts, errors and handover to the staff#
- At every step, if the client does not reply in an understandable way (a name not understood, a number in words, an invalid number, a confused yes/no) the assistant tries again. At the third failed attempt in the same step it says «Ti metto in contatto con un nostro operatore che ti aiuterà a breve.» (I'm putting you in touch with one of our operators who will help you shortly.) and the chat moves to «Serve un operatore» (Operator needed).
- These go directly to a person (with a message to the user and a task in Segreteria (Secretariat)):
- the record found has no valid number for the code («Ho trovato la tua scheda, ma per confermare che sei tu serve un nostro operatore…» (I found your record, but to confirm it's you we need one of our operators…));
- the code cannot be sent (too many sends to that number, SMS service not available) or does not arrive after two resends;
- the code cannot be verified (too many attempts, service error);
- the record found has meanwhile disappeared.
- The reason appears in the «Dettagli» (Details) bubble of the task in Segreteria («Riconoscimento cliente: numero non valido» (Client recognition: invalid number), «…SMS non inviato» (…SMS not sent), «…codice non ricevuto» (…code not received), «…verifica non riuscita» (…verification failed)) (Secretariat).
- Registration and recognition are interrupted after 40 minutes of silence (The chat assistant).
What to look at in Rubrica#
| What | Where |
|---|---|
| A client created by the assistant | Clients: column Canale di acquisizione (Acquisition channel) «BOT_WHATSAPP»; on the record, the date the notice was signed |
| A chat linked to the right record | The conversation shows the linked client (Linking a conversation to a client or a supplier) |
What to do if#
| Situation | What happens | What to do |
|---|---|---|
| The assistant does not recognise a client who is in Rubrica | First name or surname written differently, client not visible in the chat's location, number missing or invalid | Correct the record (first name, surname, phone). The code does not reach a landline number |
| The client does not receive the code | Wrong or landline number on the record; too many sends; SMS service not active | They write «rimanda» (twice), then the chat moves to «Serve un operatore». Correct the phone on the record |
| Two records exist for the same client | The assistant created a new one because it did not recognise them | Merge them (Merging client records) |
| A client does not want to sign | They say no to registration | They can book in the salon or by phone; the chat stays with the staff |