TABLE OF CONTENTS
- API library
- Bot activities
- Bot version
- Bot conversation
- Custom parameters
- Default flows
- Getting responses from your customers
- Quick actions
- Widget customization
The bot builder allows you to set up dialogs and connect them to another, anywhere in the workflow. You can configure actions for the bot to perform before or after a dialog. These actions are of the following types:
- Dynamic actions
- Trigger API: Trigger APIs to fetch, update, or post data remotely
- Trigger JS function: Trigger any JS functions for your bot to make use of
- Set property: Add or update attributes of conversations or user profile
- Transfer to answers: Transfer the conversation from the bot flow to answers
- Freshchat actions
- Assign to an agent: Transfer the bot conversation over to a live agent
- Assign to an agent: Transfer the bot conversation over to a live agent
- Conversation actions
- Start a new conversation: This action will enable you to end the current conversation and start a new one
- Stop conversation: Break the sequential processing of dialogs within a flow
- Resolve conversation: Mark conversations as resolved when a customer's questions are resolved
- Widget Actions
- Open URL: Open URLs when the bot launcher is clicked. You can choose to open in a new tab.
- Auto-open chat widget: Open the chat widget when the page loads. You can also set a time delay for the bot widget to wait before loading
- Show proactive message: Show a message on the bot launcher before it’s clicked
- Event on widget open: Send an event to the backend so that any actions or dialogs are triggered only after the widget is opened
- Add a delay in response: Create a pause before the bot moves to the next response or dialog.
- Hide widget: Hide the widget
- Minimize widget: Minimize the widget
- Send private customer message: Send a private message to the backend on behalf of your customer
You can enable your chatbot to understand the intent of your customers in a chatbot conversation. Set up questions and variants and map them to an answer or a chatbot flow so the bot can detect the intent and direct the customers to the right answer.
Configure and manage APIs used in the bot conversation. Navigate to Flows > Configure > API library to configure them. Once APIs are configured here, they can be triggered using the actions tab in dialog configuration.
An automated conversational agent that converses with customers based on a set of conditions that you have defined. The bot is also empowered with the ability to perform actions to give it the function of a human support agent.
Select a set of logs for conversations that a bot has had. You can filter based on errors for debugging.
As you make changes or improvements to your bot, you can save them as versions. You can choose to publish a version so that it can start servicing customers and/or create a draft version to make additional changes for the next release while the current version is actively being used. Older versions can be archived so that change management is seamless.
Learn more about versioning
The actual conversation that the bot has with a customer.
A condition defines how the bot should progress in a conversation. It can be based on dialog inputs, API responses, custom parameters, placeholders, or function outputs. You can configure conditions for each dialog in the bot builder. For example: After Dialog A is executed, proceed to Dialog B OR if Button C is clicked in Dialog A then proceed to Dialog D.
When the customer is logged in from your portal or website, you might want to fetch some customer information like their order ID, date of birth, customer ID, etc, and display it in the bot conversation. The parameters for such information may not be readily available as a placeholder. In this case, you can add your own parameters from Flows > Configure > Custom parameters.
These are the building blocks of a bot conversation. You can configure messages, set up conditions, get user input, and set up actions within dialogs.
- Hello - First flow when the customer returns to the bot. Has greetings dialog by default.
- Sorry - Executed when the bot is unable to proceed further in the conversation. It can be used to redirect the customer to an Agent.
Keep in mind that you won't be able to rename the default flows as certain workflows like BYOB and intent-based bots are dependent on the flow name.
The bot builder provides you with commonly used functions for your daily operations, such as fetching current date, separating strings by a delimiter, manipulating date and time, etc. These functions act as placeholders and take care of populating values for fields dynamically. You can insert them into any dialog by clicking the + button > Functions > pick the function that you need to use. For example, you can use the split function to split an email and extract the username of the customer.
- The function can be picked from the dropdown
- The input text can be from a dialog, API response, or a custom parameter.
- The separator is where the response will be split
- The index value indicates the position of which value should be returned (0 being the position of the first value).
In the example above the bot will ask for the email, use the separator (@, in this case), split the email into username (index=0) and domain(index=1) to return the name in the next dialog.
Getting responses from your customers
When you have a global customer base, a bot talking to your customers in a language they best understand will improve your customer support and CSAT rating. You can access the multilingual options of your bot under Flows > Configure > Multilingual. Download the bot script in your primary language and update the script with translations to the new language you're looking to offer support in, update the script with the language you want to provide support in and upload the translated bot script.
The preview option allows you to test the bot based on the current configuration.
They are options shown to the customer to choose from, during the bot conversation. You can choose between the three different quick actions:
- Predefined buttons: Choose this option if the defined quick action is to be a button in the flow. By selecting the checkbox below, this button can show up for all dialogs in the bot conversation by default.
- Widget menu: Choose this option if the defined quick action is to show up as part of the widget menu in the bot widget header.
- Slash commands: Choose this option if the defined quick action is triggered by a / command in the input box.
Slash commands and widget menu options can be defined globally but are not customizable for every conversation while preset buttons can be defined globally and are customizable for every conversation.
Types of users
- Read Only - Can only view the bot configuration
- Admin - Can view and make changes in the bot configuration
- Owner - Can view and make changes in the bot configuration, add and delete users, manage billing, etc.
The owner’s email will be the PoC for communication from the Bots team about product updates, error alerts, etc.
While building the bot, you spend a lot of time to ensure that the bot conversations match your brand and offer the right experience for your customers. You can also customize the bot widget to visually match your brand.