Documentation

Chatbot

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

  • 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 AdministrationClick2Contact section → Chatbot:

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

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

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  1. 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.

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  1. 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.

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

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

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

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

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  • 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.

Did you know...💡

For the Open URL address action on mobile devices, the widget window will minimize by default when you click on such a button. With Open link in new tab checked, the widget window will not be retracted.

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  • Close conversation - ends the chat conversation.

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

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Important...⚠️

In order to display attachments/pictures when chatting with Chatbot, you need to enable file uploads under Chat Parameters.

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

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A mixed configuration of actions is possible:

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

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

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  1. 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 file:

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

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Łukasz

My name is Łukasz and I take care of Thulium's knowledge base. I'd love to keep it accurate and understandable. If you have any remarks or suggestions for improvement - let me read them.

Drop me a line at: dokumentacja@thulium.pl.