The bot builder allows you to set up nodes and connect them to another, anywhere in the workflow. For every node you create, you can configure a follow-up action for the bot to perform. These actions can be any of the following:
Assign to an Agent
Trigger Remote Request:
This action will allow you to fetch, update, or post data remotely. You can use it to update your third-party applications through APIs. When you click on this option, you will be asked to choose an API call from a list. You can create these API calls under the ‘API Library’ tab inside the bot builder. Once created, you will be able to find them in the list for you to choose to trigger this remote request.
Example: Let’s say a customer is interacting with the bot for billing related questions. In this case, you will want to push all the updates to your external billing software to keep track of all transactions. You can set up the necessary APIs under the API library and use these API calls here to make the required updates.
This action will enable you to interact with the customer’s browser and help you in performing any of the following listed:
What it does?
Open URL in same tab
This option helps you redirect the current page to a different URL, allowing you to specify both the URL and a timeframe for the redirection
Open URL in new tab
This option helps you open a new tab loading a URL, allowing you to specify both the URL and a timeframe for the page load
Force open chat widget
This option opens the chat widget even without the user clicking on it. You can specify the time within which the widget has to force open
Show messages as greetings
This option allows you to display a node message as a bubble when the widget is closed. You can specify the time within which the message has to be displayed
Check if widget is opened by user
This option sends a private message to you (visible as part of the conversation), letting you know if the widget was clicked on and opened by the customer
Check widget opened status
|This option gives information on when was the last time the widget was opened.|
This option hides the widget from the page after the specified duration
This option minimizes an open widget and displays the bot icon in the page after the specified duration
This option hits an API that is configured in the builder within the specified duration
Send message on behalf of user
This option sends a message representing the user rather than the bot
Assign to an Agent:
This action will enable you to transfer the bot conversation over to a live agent.
Example: There’s only so much a bot can assist your customers with. When and if the customer is not satisfied with the answers given by your bot, you can always give them an option to consult with a live agent for further support. This will ensure that the questions are answered, and issues are resolved without your customer satisfaction rating taking a hit.
This action will enable you to add or update attributes of conversations or user profile.
Example: In case you’re asking the customer for their contact details, you can use this action to store the value (say, phone number) in the conversation page as part of the ticket’s details, and their user profile.
This action will deactivate the bot for a specific period of time.
Example: When you are finishing up with a bot flow, this action can be used as the last node. So, upon resolution, this action can be used to put the bot to sleep until it is reactivated.
Start New Conversation:
This action will enable you to end current conversation and invoke a new one.
Example: When the customer’s issue is resolved and the customer has a new, different issue, this action can be used to terminate the existing one so a new conversation can be invoked for the next issue.
This action will allow for the language of the conversation to be changed based on the other languages configured in the helpdesk.
Example: When you want to set/change the language in which the bot needs to chat with the customer, you can use this action.