Chatbot & Agent Console

Bot Builder

Chatbots are the way forward for any business looking to automate any repetitive or menial task. Now that you are interested in creating a chatbot, the first step is to open the Bot Builder studio.

Choosing an application

Any bot you make is specific to an application. Application is where your channels are configured, right now we support activating WhatsApp and Facebook Messenger within an application.

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Once you select the application and choose to add the integration you will be redirected to the bot builder.

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Add action blocks

A bot is made up of multiple action blocks connected to each other in chronological order. Click on the '+' to select from a wide array of action blocks to build the conversation flow as you want.

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Configure the action block in the right panel

Once you choose one of the messaging blocks you can configure its details on the right panel, same as the below examples:

Add text messages

Use the send message block to send a text message to the customer. Such as greeting the user.

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Collect Input

Asking the collect input block to collect inputs from users

Asking the name

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Asking their email address

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Give user options

You can list all the options a user can ask the bot to do and configure what will happen when each option is selected by adding further blocks under it.

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Branch your flow based on conditions

You can use branches to drive the customer in different flows based on specific conditions.

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Click on each branch to define its conditions:

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Process inquiries

To add more dynamicity into the bot, give the user the option to do inquiries, such as inquire about order status! You can collect the order number as input then invoke the service call block, configure your API service endpoint and params to execute the query, and define what will happen on success and failure.

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Hand over to an agent

You can always add an option for the user to talk to an agent by using the Human Handover block, you can configure the message user should see on successful handover, and also the message to show when no agents are available to serve the customer.

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End the conversation

Like any conversation we have, we want to end it with a Thanks and goodbye. Each flow In the bot should have an end block.

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Test your flow

Once you have completed making the flow for your bot, click on the ‘Preview’ button to test the bot. A pop-up window will appear with the flow that you made.

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Deploy the bot

If you have tested the bot and ready to deploy it on your enabled channels, click the deploy option on the top right corner, and the conversation flow you’ve just made will be deployed.

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Live Chat

There will be instances you will have high quality prospects visiting your website, or a user facing a serious outage with your products/services.

With the chatbot-to-human handover, you can take the reigns from the bot when it can’t seem to handle a difficult conversation.

● Address complex queries

● Seamless transition & monitoring

This way your agents can simply have a bot do the normal talking, and the human agents jump in only when required. Each time a user starts speaking with the chatbot, a tab is created with a unique name given to the user. If the user is online with the bot, we denote it with a green dot next to its name. The center screen shows you the real-time conversation that the user is having with the bot.

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Open - Open conversations are the chatbot conversations that took place recently (within the last 2 hours).

You - The conversations for which you are responsible are shown here. These chats can be either taken over by the agent from the bot or the bot can have assigned the chat to an agent.

Assigned - The chatbot conversations that have been assigned to the agent/s. You can look at the overall list of conversations that are currently being pursued by your team of agents.

Unassigned - The chatbot conversations that are not yet assigned to any agent are populated here. Agents can then choose to assign the chat to themselves or other colleagues.

Closed - The chatbot conversations that took place more than 24 hours ago. Also, when an agent closes the conversation it shows up here. When a conversation is marked closed, the text box is not visible.

 

Agent Handover

‘Agent Handover’ button allows any human agent to take control of the conversation from the chatbot. Once agent handover is enabled, the conversation is assigned from the bot to the human agent and cannot be switched back to the bot’s control.

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Sequential Bot

 

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If you have a deployed Bot, by default, the conversation is assigned to the sequential chatbot itself.

Filter to search the conversation that you are looking for.

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Analytics

Analytics helps you measure the performance of your chatbot with a multitude of visualization in the form of lists and graphs. With chatbot metrics at hand, you can:

● Measure engagement

● A/B split test different conversation flows

● Analyze the target audience’s behavior with the bot

You cannot improve what you cannot measure! With Analytics, you get access to your chatbot’s key performance indicators like total user interactions, average session length, average conversation steps per user.

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