Documentation

Chatbot

Author: Łukasz Strumiński

Created: 2023-01-24. Updated: 2023-01-25.

Chatbot allows you to conduct a conversation with your customer so as to relieve the Customer Service of simple, repetitive questions. Additionally, it can provide service. Below, we will outline the process of adding a chatbot to your widget.

Shortcuts

• Functional scope
• Step by step

Functional scope

• Answering simple questions from Customers by Chatbot based on prepared instructions,
• Answering after-hours questions by Chatbot according to prepared instructions.

Step by step

1. To add a Chatbot, use Administration → Click2Contact section → Chatbot:

2. Next, we click the key and enter the name of our Bot and set an avatar for it:

3. Next, click on and to set the corresponding actions executed by the Chatbot:

4. A window will appear within which you should:

• enter the name of the interaction,
• define a trigger for it,
• define the action performed by the Chatbot.

5. Within the Chatbot, we can choose one of the triggers:

• Keywords - we specify what words in the message from the customer should trigger the action.

• Default message - will be triggered in the absence of recognition of the writer's intention.

• Welcome message - the first message after initiating chat with the Bot.

6 Within the action, we can choose from the following:

• Message - the ability to enter a message to the customer.

• Buttons - we can specify the name of the button and the action that will be initiated when it is clicked:
  • Talk with agent - to bookmark the chat and offer it to a free Agent,
  • Open URL address - possibility to enter the address to which the button should direct,
  • Trigger action in selected recipe - attaching the button to a predefined recipe,
  • Open callback form - launches callback module from widget,
  • Open ticket form - opens the ticket form module within the widget.

• Close conversation - ends the chat conversation.

• Attachment - displays an image or allows you to download a file.

• Add tags - adds a tag as part of an ongoing conversation with the Bot.

A mixed configuration of actions is possible:

7. After adding instructions, activate them by clicking so that the light lights up next to the instruction name.

8. After preparing the scenarios, edit the settings of our widget:

9. You need to select the given Chatbot for a particular widget, turn it on (alternatively select the after-hours option by selecting the queue data), set the message when there is no Agent after hours and confirm with the key :

10. Once the Chatbot is initiated by the customer, it will automatically be assigned to the chat: