Objection handling is one of the most critical skills in sales and customer service. The RTA API ensures that agents are never caught off guard when a customer raises concerns, whether they are about pricing, product fit, competition, or other factors.

Example

A sales representative is discussing a premium software package with a potential customer. After going over the features and benefits, the customer expresses concern about the high price, stating that the cost is outside of their budget.

How the RTA API Helps:

Objection Detection: The API detects the phrase "the cost is outside of our budget" as a price objection.
Real-Time Response: The API immediately surfaces a response from the sales playbook that addresses the price objection. For example, it might suggest that the sales rep emphasizes the long-term cost savings and the return on investment (ROI) that the premium software package offers.
Suggested Actions: The API might also recommend that the sales rep offer a special discount or highlight additional features that justify the price, such as enhanced support or additional integrations.
Outcome: By providing a well-crafted response in real-time, the sales rep is able to reframe the conversation, shifting the focus from the upfront cost to the overall value and benefits, making the price seem more justifiable.

Example Objection Response

I understand that the price might seem high initially, but let me assure you that the investment will pay off in the long run. Our software is designed to increase your team's productivity by automating time-consuming tasks, which could save your company significant time and money over the course of a year. Additionally, we offer ongoing support and free updates, ensuring that you always have access to the latest features without any hidden costs.

To get started with objection detection, refer here.

Objections Handling Management API

Configure Objection Handling

Use the following endpoint and provide the tracker IDs (either custom or managed) to create a new objection:

POST https://api.symbl.ai/v1/manage/rta/{rtaId}/assistants/objection-handling

[
 {
  "trackerIds": [
      "5657212426387456",
      "5657212426387736"
   ] 
 }
]

Sample Response

{
    "rtaId": "5753169008656384",
    "assistantName": "objection-handling",
    "config": [{
 	  "trackerId": ["5657212426387456"] 
     }],
    "createdOn": "2024-08-09T11:19:10.187Z",
    "updatedOn": "2024-08-09T11:19:10.187Z"
}

Get Objection Handling

Use the following endpoint to retrieve associated objections with an RTA ID

GET https://api.symbl.ai/v1/manage/rta/{rtaId}/assistants/objection-handling

Sample Response

[
    {
        "rtaId": "5333774513078272",
        "assistantName": "objections",
        "config": [
            {
                "trackerId": [
                    "4695147839881216",
                    "4711675259912192"
                ]
            }
        ],
        "createdOn": "2024-08-28T21:25:50.133Z",
        "updatedOn": "2024-08-29T00:01:53.485Z"
    }
]

Delete Objection Handling

Use the following endpoint to delete an objection

DELETE https://api.symbl.ai/v1/manage/rta/{rtaId}/assistants/objection-handling

Sample Response

//No response body

Response code (success) is 204