Start Creating Your Chat Bot

This shows you how to start building a chatbot to automate support

Before creating your chatbot you need to understand the concept of Rules, Sequences and Blocks. A chatbot is made up of Sequences and Blocks while having Rules connected. Rules give the bot the ability to understand Subscriber statements and queries.

So lets first understand what are those!

What is a Sequence?

A Sequence is messages which are made of various blocks. Users can see messages while chatting. They can connect multiple Sequences to make an effective message flow. You cannot create a proper Sequence without blocks.

You will be able to create as many Sequences as you want. But there are few Sequences which is platform oriented.

Platform wise, you have you will have a few fixed Sequences with pre-defined functionalities.

Messenger, Viber & Webchat has Welcome Message & Default Sequence.

Facebook Feed has Default Sequence, Hide & Remove sequence.

WhatsApp has Default Sequence only.

What is a Block?

Blocks are not visible to the users, but helps to organise the structure of a chat bot. It has buttons that help the user to go from one block to another.

All these blocks are draggable and can be placed anywhere in the bot builder.

There are Three type of blocks:

Add and Send Content
Collect User Information
Action
Add and Send Content
  1. Delay Block

  2. Text Block

  3. Image/ GIF Block

  4. Video Block

  5. Audio Block

  6. Buttons Block

  7. Quick Reply Block

  8. Gallery Block

Collect User Information
  1. User Input Block

  2. Phone Block

  3. Email Block

Action
  1. Redirect Block

  2. Set Attribute

  3. Subscribe Block

  4. Unsubscribe Block

  5. Send Email Block

  6. Ticket Block

What are Rules?

Rules give a chatbot the capabilities to understand user end queries. Without Rules, the chatbot will not be able to understand users which will hamper the flow of the chatbot.

Classification of Rules

Rules can be implemented in various ways. A Rule can be defined in the following ways:

  • Source Channel: A source channel is the platform from where the Rule is being triggered.

  • Action Types: An Action Type is the classification of a query which will trigger the Rule.

  • Value for Keyword: The specific word or group of words which will trigger the Rule.

Classification of Action Types:

Action Types in Rules can be classified by many Types. These include:

Keyword

A specific word which will trigger the Rule. Example: Assuming for an e-commerce website, if the user sets ‘price’ as the value for the Keyword which will trigger a Sequence which will show the prices of the products. Therefore, when a customer asks a question to the chatbot which has the word ‘price’ in the query, the chatbot will trigger the price related Sequence.

Intent

A group of statements or queries which will trigger the Rule. Similar to Keyword, which triggers if there is a specific word, Intents allow users to have a group of sentences which will start the Sequence. How it works: Assuming for an e-commerce website, if the user sets an intent as the value for the Intent which will trigger a Sequence which will show the prices of the products. Therefore, when a customer asks a question to the chatbot which has the Intents of a group of sentences such as ‘what is the price’ or ‘what is the cost’ in the query, the chatbot will trigger the price related Sequence.

Referral

A referral can be created which will trigger the Rule for a Sequence after an end user clicks on it. This referral can be a QR Code or even a hyperlink. How it works: When a user selects Referral, they can create a referral link by entering the value for the referral link. A user will also be able to create a referral QR code which will act similarly.

URL

A URL can be stated which will trigger the Rule for a Sequence by entering the URL link in the value. How it works: When a user sets a URL Rule for a Sequence, the Sequence will only be triggered in the chatbot when that specific URL or part of a website is visited.

Posts

A Post Rule can be triggered for a Sequence by entering the link or URL of the post. A Post Rule is applicable for Facebook Feed. This will allow the chatbot to show specific Blocks of responses to end users when a specific Post is visited. A Post Rule can be combined with other types of Rules which is discussed at a later section. How it works: When a user sets a URL or link value for a Post Rule, the related Sequences will only be triggered in a chatbot for that Post.