A chatbot is useful to automatically answer frequently asked questions, reduce the number of messages, and help you learn about your visitors before transferring them to your support team if needed. 

The chatbot sends pre-configured reply options, called scenarios, to your visitors based on the webpage they are on. Visitors can select reply options and receive automatic messages until the scenario ends or they choose to speak with an agent.

Before you start

Scenarios are activated through targeted chats (or triggers). To learn more, check our dedicated article What are the targeted chats (or triggers) and how to use them?.

Step 1: Create a chatbot scenario 

To create a chatbot scenario:

1. Click the account dropdown and select Settings > Inbox > Chatbot scenarios.
2. Click + New scenario.
3. In the Scenario ## field, type a relevant name for your scenario.
   This name helps you identify the right scenario when setting up your trigger.
4. In the Bot welcome message bubble, type the first bot message your visitors will see.
   Choose a message relevant to the page where this scenario will appear.
   
   💡 Good to know

   You can format text and add links using the inline help on the right side of the chatbot setup. You can also copy and paste emojis in the bot messages and visitor replies.
5. In the Visitor’s reply bubbles, type the reply options visitors can choose from.
   
6. (Optional) To give your visitors more than two reply options, click + Add visitor’s reply.
   
   💡 Good to know

   You can give visitors as many reply options as you want, but keeping them short and simple improves user experience.
7. Click each visitor reply option to type the bot's response message.
   You can continue the flow by adding more visitor replies after each bot message.
   
   
   💡 Good to know

   To let visitors contact an agent, create a reply option like “I want to talk to an agent” and leave the bot message blank.

8. To end the scenario you can either:

   • Transfer to an agent: Leave the bot message blank.

   • Send a finishing message:

     1. Leave the Visitor’s reply blank.

     2. Check Enable finishing message for the bot to send a closing message.
        You can customize this message in the text field.

     3. Make it clear to visitors that if they answer the finishing message, they will be transferred to an agent.
        

9. Click Save.
   
   💡 Good to know

   At the end of the scenario, visitors can restart it by clicking the round arrow icon.

You will now create a trigger and launch the scenario.

Step 2: Launch the chatbot scenario

To launch the chatbot scenario:

1. Click the account dropdown and select Settings > Inbox > Targeted chats & triggers.
2. Customize or create targeted chats. To learn more, check our dedicated article What are the targeted chats (or triggers) and how to use them?.
3. From the THEN condition, select Start a chatbot scenario.
4. From the list, choose the scenario corresponding to the trigger.
5. Toggle Enable the trigger.
6. Click Save. 
   
   

(Optional) Customize your chatbot avatar

By default, your chatbot avatar is a green robot . The chatbot avatar displays when you have activated chatbot scenarios or a contact form.

You can personalize it to match your brand and make interactions feel more human:

1. Click the account dropdown and select Settings > Inbox > Chatbot scenarios.
2. In the Customize section at the bottom of the page, click Choose an image.
   For example, you can upload your brand logo.
3. Drag and drop or browse your computer, select an image from your camera, Instagram, or Facebook gallery, or paste the link to an image to replace the chatbot avatar. 
4. Click Done.
   💡 Good to know

   Your customized chatbot avatar applies to both your contact form bot and chatbot scenarios. 

Default chatbot avatar	Customized chatbot avatar

⏭️ What's next?

• Set up a contact form bot
• What are the targeted chats (or triggers) and how to use them?

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

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