Set up Chatbot scenarios

❗️ Important
This feature is not available in Instagram Direct, Facebook Messenger, and WhatsApp conversations.

A chatbot is useful to automatically answer frequently asked questions and reduce the number of messages to your support team. The chatbot can also help you know more about your visitors and their needs before transferring them to your support team if needed. 

Once set up, the chatbot automatically sends pre-configured reply options, called scenarios, to your visitors depending on the webpage they are visiting. From the chatbot, visitors choose one of the preconfigured reply options and the bot will send them the next automatic message until the scenario ends or visitors choose to talk to an agent. Scenarios must be activated through triggers.

Step 1: Create a chatbot scenario

  1. Go to Conversations > Settings > Chatbot scenarios.
  2. Click + New scenario.
  3. In the Scenario ## field, type a relevant name for your scenario.
    This step will help you choose the right scenario during the configuration of your trigger.
  4. In the Bot welcome message bubble, enter the first bot message that will appear to your visitors.
    Choose a welcome message that corresponds to the page where you will activate this scenario.
    💡 Good to know
    Format text and wrap links by clicking on the required format in the inline help on the right side of the chatbot setup. You can also copy and paste emojis in the bot messages as well as in the visitor's reply.
  5. In the Visitor’s reply bubbles, type the visitors' reply options.
  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. However, we recommend keeping the reply options and scenarios short and simple. 
  7. Continue the scenario depending on what option the visitor chooses. Click on the reply options one by one and type a message that the bot will send to visitors if they choose the corresponding option.
    After that message, you can offer visitors new reply options.
    💡 Good to know
    If you want to give visitors the possibility to directly talk to an agent, create a reply option similar to I want to talk to an agent and leave the bot message blank.
  8. Continue the scenario for other bot messages and reply options in the same way.
    Remember to click on all visitor’s reply options to make sure your visitors always have reply options.
    ❗️ Important
    If you choose to have different support languages, remember to update the scenario in all languages by clicking on the tabs at the top of the Chatbot scenario setup. 
  9. To end the scenario you can either:

    • Leave the bot message blank to transfer the conversation to agents.

    • Leave the Visitor’s reply blank to enable the sending of the finishing message.
      To do so, check the Enable finishing message box for the bot to send a finishing message when the scenario is over. By default, the bot will send the message that is already displayed in the text field but you can write your own finishing message.
      Make it clear to visitors that if they answer the finishing message, they will be transferred to an agent.

  10. Click Save.
    💡 Good to know
    At the end of the scenario, visitors can restart it if needed by clicking the round arrow.
  11. Follow the instructions from the Launch a scenario section below to create a trigger and launch the scenario. 

Step 2: Launch the chatbot scenario

  1. Go to Conversations > Settings > Targeted chats & triggers.
  2. Follow the steps from the How to customize default triggers? or How to create a new trigger? sections.
  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. 
💡 Good to know
Test your scenario before launching it by entering a link to one of your less-visited webpage in the trigger settings. Test the scenario and if it works, edit the link and save changes.

(Optional) Customize your chatbot avatar

By default, your chatbot avatar is a little green robot ➡️ chatbot-avatar.png.

The chatbot avatar displays when you have activated chatbot scenarios or a contact form. To humanize your visitors' interaction with your chatbot and improve the representation of your brand, you can personalize your chatbot's avatar:

  1. Go to Conversations > Settings > Chatbot scenarios.
  2. In the Customize section at the end 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 will apply to both your contact form bot and chatbot scenarios. 
Default chatbot avatar Customized chatbot avatar
conversations_default-chatbot-avatar_EN-US.png conversations_personalized-chatbot-avatar_EN-US.png

⏭️ What's next? 

🤔 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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