Chatbots section is the hub of all your bots. From here, you can manage each bot and make it do things like managing customers’ orders, scheduling appointments with your sales team, or many other use cases.
To better understand chatbots, let’s think for a second about how a modern-day chatbot works. When a user types a query into a chat window, the system tries to find the best response, based on the knowledge learned from the source you provided to train it. Our AI-powered matching systems find the best answer to your customer’s query, and provide it in the chat.
Training a good chatbot is the key to successful chat automation. Learn how to do it by reading more on the bot training process described below.
When you select one of your chatbots, you will be able to see and manage the most important modules of each bot:
Start Flow – A place from which each chat will start. You can click on it to manually adjust your bot and create advanced bot flows.
AI Knowledge – Module used to manage all the knowledge that your bot uses to create and provide answers in chats. It can also be used to train your bot with new knowledge, like new websites or additional articles, based on which answers will be provided.
FAQ – The core of each bot. The FAQ module allows you to manage all the answers to the most frequently asked questions. Here you can add your own entries and improve your bot with answers to the unhandled questions.
Training – In this module, you can see all the answers provided automatically by the AI Assist and manage unhandled queries. You can use unmatched phrases and train your chatbot with them, making it better with each new entry.
If you want to create custom flows for your bot, you can easily do this by dragging and dropping elements after clicking on the first module. All the elements take the form of conversational blocks. They have different colors and shapes to help you differentiate them on a conversation tree.
To add a block to your conversation tree, click on the thunder icon on the top right menu. Choose a block from the list and drag it on the board.
The plus icon that appears on the board will suggest places where you can add the chosen action or interaction.
We recommend naming your blocks so that you can easily locate particular interactions using the search option.
Click on the block to open the edit window.
Then type the block title and close the window. The change will be saved automatically.
The new editor allows you to organize blocks into larger groups. Thanks to that, larger chatbots can be more compact, and it’s easier to navigate through them.
To group more actions and interactions together, choose a new block from the main menu and drag it onto a particular block on your tree.
It may happen that you need to change the position of a single block or a group.
To move the block, click on a chosen block and choose the compass rose icon that will appear above. The plus icons on your tree will indicate places where you can move the block.
Click on the block and choose the trash icon. You can remove a single block or a block with children (all the actions and interactions that follow it).
This is the place from which each conversation with the bot will start. A default welcome message is added to the Start point automatically to help you kick off with your chatbot.
Default fallback is a trigger point that shows you a place where you need to add a bot response or action that will be realized when the bot doesn’t recognize the user’s message.
Using fallback, your bot can suggest rewording the question, showing possible options, or performing specific actions, for example, transferring a user to a human agent or allowing a user to create a ticket.
Every chatbot is made of interactions – steps that define the behavior of a bot. These steps describe what the bot and users say and when these interactions occur.
Actions help your bot better navigate conversations, validate user responses, and automate the process of grouping and organizing users. Actions are invisible to users.