Navigate the Chatbot Builder

Learn how to navigate the Builder to get started with chatbots.

Builder Menu

Go to the Builder Menu from the left panel on the dashboard.

This is what an empty Builder looks like 👇

On the left top, you can switch between your channels. For now, let's stick with Messenger to understand what's going on.

Rules

You will see this message Right in the middle of the builder,

Some rules work for NLP connections only. If you are truly keen on training your chatbot to process, analyze and understand large amounts of natural language data, this page is your gold 👇

Blocks

On the right, click on More to view all the available blocks for a channel. Learn about each block in your Builder and how to use them 👇

Built-in Sequences

Each channel has some built-in basic sequences. The most common ones are —

1. Welcome Message

Welcome Message is the first message the customer receives when they start a conversation with your page. Say, for example, you used a text block as your sample welcome message.

So anytime your page has a new visitor, they will receive the welcome message.

Returning visitors or past customers whom you had a conversation with will not receive the welcome message.

2. Default Sequence

When the chatbot fails to understand a customer, the customer is redirected to the Default Sequence. By default, you'll always find a Ticket Block in the sequence.

You can learn more about Ticket Block in our Action Blocks Guide, but for now, know that ticket blocks transfer the conversation from a chatbot to a human agent.

In the ticket block, you can set the priority of the ticket and assign which agent/group receives a ticket by default.

You can also choose what happens after the agent resolves the ticket by adding a sequence. For example, we redirect our users to a CSAT sequence or a customer satisfaction sequence every time a ticket is resolved.

Unmark the Turn on bot? option on the top of the Ticket Block. If you keep it on, the bot may trigger a sequence based on the customer response.

3. Hide/Remove Sequence

If you choose Facebook Feed under Builder, you will find two extra sequences — Hide and Remove.

These blocks are for Facebook Feed only. If you add Rules to them, these blocks can help you identify negative comments, and hide/remove them.

You cannot modify Hide/Remove blocks. You can only add NLP rules.