When a customer is visiting your website, portal, or app — they might want to reach out to get help. Setting up a bot in these places will thus help your customers get help faster. Using parameters, you can fetch customer information and offer contextual help to your customers. With Freddy Self-service you can make use of default parameters (that we offer out of the box), and custom parameters (that you can set up).


You can choose to turn on any of the parameters that you want to include in the bot script. This will include the code for the parameters in the bot widget script. You can choose to prefill these parameters with the placeholders that you use in your support portal, website, mobile apps.

Now, when your customers use your portal, website, or app, these placeholders will be filled with values respective to the customer. Since these placeholders are now a part of the bot script, you can pass the parameters and their values to the bot to provide a personalized, customer experience.


TABLE OF CONTENTS


Deploying your bot:

The 'Generate script' button on this page will generate the widget script for that particular bot. You can copy and paste this script on all your support mediums (portals, webpages, etc.) to deploy your bot. Any changes you make to the bot configuration will automatically reflect in the bot widget, so you will need to paste this script only once on the required support mediums.



A quick guide to setting up Default Parameters:

  • Login to your chatbot builder account as an Admin/Owner

  • Select the bot you want to edit from the bot list page

  • You can see the list of default parameters that are available out of the box. The default parameters are as follows:

  • Name: Store your customer's name
  • Email ID: Store your customer's email address
  • Phone number: Store your customer's phone number
  • Language: Store your customer's preferred language
  • External Ticket ID: Store your external IDs, like your customer's order ID or transaction ID (for example) that you use to maintain different bot conversations for the same customer
  • Customer ID: Store your customer's unique ID to manage multiple sessions across devices
  • Authentication ID: Store and pass the Auth ID for making API calls 


A quick guide to using Default Parameters

  • In the chatbot flow, select the dialog where you want to use the default parameter.

  • Open the Message or Question tab > Click the > and choose PlaceHolder from the list.

  • You will see a list of the default parameters and any extra information that JavaScript can bring to the flow. Click on the parameters to add them to the message.


A quick guide to setting up Custom Parameters:

Sometimes the parameters for their information may not be readily available as a placeholder. In that case, you can make use of  Custom Parameters that we offer to fetch this information.

  • Login to your chatbot builder account as an Admin/Owner

  • Select the bot you want to edit from the bot list page

  • Click on the ‘Custom parameters’ icon from the right navigation bar

  • The '+ New parameter' button will let you set up a new custom parameter

  • Give your parameter a name
  • Select the 'Source' from the drop-down:
    • JS: If the source is selected as 'JS', you can choose to save the information as part of either the ticket details or the customer details. When JS is chosen, the script that is generated upon clicking the 'Generate Script' button will contain this parameter as a variable. This variable will be a key with its value either hardcoded or fetched dynamically and assigned from the website the script is to be pasted on.



Note: If the custom param of Source JS is marked as mandatory, make sure that the value is available and is fetched from the website for the defined variable - the bot will not load otherwise.


  • API: If the source is selected as 'API', you will be able to select the required response headers of an API from the API library of that bot to initialize the custom parameter. Once this API is called in a flow the custom parameter assumes the value of the response headers mapped to it.



A quick guide to using Custom Parameters:

  • In the chatbot flow, go to/add new dialog and use the content picker under the 'Message or Question' tab and choose 'Custom Param' from the list.


  • Click on the configured custom parameter to add it to the message (custom parameters with source as 'API' will only be displayed here).
Note: Make sure that the API related to the custom param is being called under the 'Actions' tab before using it in a dialog - the values will be fetched only if the API is configured as part of 'Trigger API' under 'Actions'.