Creating a chatbot flow in bitChat allows you to automate customer interactions across various channels, providing a seamless experience. Follow these steps to create a chatbot flow:
Step-by-Step Guide
Step 1: Access the Chatbot Dashboard
- Go to the bitChat dashboard and click “Chatbot”.
- On the top-right of the page, click the “Create new chatbot +” button.
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Step 2: Choose the Chatbot Channel
Select the channel you wish to create a chatbot for. You can choose between WhatsApp Business App, WhatsApp Cloud API, and Instagram.
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For WhatsApp Business App and Instagram:
1. Fill in the Trigger Window:
- Fallback Message: Choose the fallback message for this trigger. You can set up fallback messages in the Chatbot settings.
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- Keyword Condition (If message): Select “is contain” if you want the trigger message to contain the keyword or “is exact” if you want the trigger message to be exactly the keyword.
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- Input Keyword: Enter the keywords for the trigger. Press Enter to add multiple keywords.
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- Optional Settings:
- Set a ticket category and customer tag to automatically categorize and tag customers who send the trigger message.
- Drag and drop an image into the media box.
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- Message: Fill in the field with the message.
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- Reply Options: Input the reply options.
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- Click “Save”.
2. Edit and Navigate the Chatbot Flow:
- The trigger card will appear on the Chatbot Flow board.
- Edit the flow name in the top right corner.
- Use the “+” and “-” icons on the top left corner to navigate, or use the drag gesture with your cursor.
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3. Create the Next Flow:
- Click one of the reply options and choose between:
- Action: Triggers an action (e.g., adding a customer tag).
- Message: Opens a new message window to add more reply options.
- Back: Triggers the previous message, allowing the customer to restart the conversation.
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4. Save the Chatbot Flow:
- Click the “Save” button.
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5. Activate the Chatbot Flow:
- Once saved, a toggle will appear beside the title. Click this toggle to activate the chatbot flow.
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5. Your chatbot flow is now active!
For WhatsApp Cloud API:
1. Fill in the Trigger Window:
- Fallback Message: Choose the fallback message for this trigger. You can set up fallback messages in the Chatbot settings.
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- Keyword Condition (If message): Select “is contain” if you want the trigger message to contain the keyword or “is exact” if you want the trigger message to be exactly the keyword.
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- Input Keyword: Enter the keywords for the trigger. Press Enter to add multiple keywords.
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- Optional Settings:
- Set a ticket category and customer tag to automatically categorize and tag customers who send the trigger message.
- Drag and drop an image into the media box.
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- Message: Fill in the field with the message.
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- Reply Options: Choose between:
- Buttons: Add up to 3 buttons. Customers can select each button once.
- Options List: Add more than 3 reply options for greater flexibility.
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- Click “Save”.
2. Edit and Navigate the Chatbot Flow:
- The trigger card will appear on the Chatbot Flow board.
- Edit the flow name in the top right corner.
- Use the “+” and “-” icons on the top left corner to navigate, or use the drag gesture with your cursor.
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3. Create the Next Flow:
- Click one of the reply options and choose:
- Action: Triggers an action (e.g., adding a customer tag).
- Message: Opens a new message window to add more reply options.
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4. Save the Chatbot Flow:
- Click the “Save” button.
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5. Activate the Chatbot Flow:
- Once saved, a toggle will appear beside the title. Click this toggle to activate the chatbot flow.
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6. Your chatbot flow is now active!
By following these steps, you can efficiently create and manage chatbot flows in bitChat, enhancing customer interaction and providing seamless support across multiple channels.