Legacy Chatbot - Building ChatBots

Creativity has no Limits: Maximize Efficiency with Chatbots in SprintHub. End your customers' waiting and boost your company's conversions!

To create your ChatBot follow the step-by-step below:

Before creating your chatbot, check in this article the allowed file sizes for upload on each platform:

Click Convert > Chat Bots;

Then click on 'New';

Configure your ChatBot;

• Name: Choose a name to identify the Chat Bot.

• Description: Enter a description to contextualize the Chat Bot.

• Published: To ACTIVATE the Chat Bot, click "YES". To DEACTIVATE IT, select "NO".

• Allow leads to talk to the bot multiple times: When you ENABLE this option, the Chat Bot will be available even for leads who have interacted with it previously.

• Allow the bot to be activated manually: When you ENABLE this option, the Chat Bot can be started manually during a conversation with the customer.

Set the Trigger:

It is crucial to remember that if you want to test your ChatBot with the trigger 'When the lead starts a conversation', the test conversation cannot be in progress. In other words, you need to Resolve the service for the ChatBot to work correctly.

We have three options for triggers:

1. When the Lead starts a conversation: The ChatBot is activated whenever the lead sends a message.

2. When a conversation is closed: The ChatBot is triggered automatically when the conversation with the lead comes to an end.

3. When the lead's data is updated: The ChatBot is activated in response to updates in the lead's data.

Set the Channel;

You can configure this trigger to be activated only in conversations started by a specific channel or account, if you wish.

It is also possible to set specific conditions so that the trigger is activated only when the initial message from the lead meets those conditions;

Set the time;

Set the days and times when this trigger will be active during the week. If it is triggered outside these times, the ChatBot will not start a conversation.

Enter a Title and a Description, so that you can identify it more easily;

If you prefer, enter a Filter;

Customize the lead's additional filters. The ChatBot will only interact with the lead if a conversation is started and if all the conditions below are met.

Let's start creating our Chat Bot. In this example, we will build a Chat Bot that directs customers to specific company departments.

First, let's look at the three essential buttons:

1. Observer: This button allows you to create an automation that will monitor the entire Chat Bot. When activated, it ignores the entire current flow and executes only that action. For example, if a customer types "9" to speak to an agent and does not want to answer any more questions, the OBSERVER will direct that service directly to the configured department.

2. Function: Use this feature to group several blocks into a single function and then apply that function at various points of your main flow using the "Jump to action" block.

3. Trash: This button allows you to delete the selected box from the Chat Bot, simplifying the editing and organization of your flow.

Click the orange dot to Start creating your ChatBot;

We will have two options to start the chatbot:

1. Action: This is an operation executed by the system, such as sending a question to the lead or changing a segment, among other possibilities.

2. Condition: With a condition, it is possible to perform different actions based on chat information. For example, you can filter whether there is already an ongoing service for that customer or not, adapting the interaction according to that information.

In our example, we chose "Action", which consists of sending a welcome message to the customer;

We inserted the message and ready, we have our first automation block, SIMPLE isn't it?

To save the settings and return to the chatbot home page, click 'Close'.

Test the operation by sending a message in the simulator;

Now let's continue, clicking action again, now selecting the option 'Send a question', we will ask your customer's name and we will also save this information directly to the NAME in the Lead's record:

In this block, we introduced some new fields:

• Waiting time: If the lead answers the question within the established time (for example, 10 minutes), the positive path actions will be triggered. Otherwise, the negative path actions will be executed.

• Type of expected answer: We offer two options: number or text, depending on the type of answer you expect from the lead.

• Validate lead's response: In this case, if the lead responds with a number, the system will send the message "I didn't understand, please respond again" to request a valid answer.

• Save answer in a lead field: If the lead answers the question, the value will be stored in the selected field. If the lead is not yet registered in the system, a new record will be created.

• Skip question if it already exists: If this option is enabled and the lead already has information in the selected field, the question will not be sent again.

Now, in the next block, we will ask the customer which department they want to speak to. For that, we need to create some "variables". Select again the option "Send a question".

Note that it is possible to edit the block name, which can help organization, since we will have several blocks now. Enter the text that will guide the lead to choose the department, assigning a number to each available option:

To create the variable, type Departments and then click Create “Departments”

After creating the variable click on the output Positive:

Now select the option “Condition”:

In the next window select Variable value;

Select the created variable “Departments”:

Click on new condition:

Now, it's time to configure all the variables. However, before that, we need to define what will happen when the customer enters numbers that are not in the predefined options. To handle this, we will use the action "Skip Action". When executing this action, whenever the predefined response occurs, the Chatbot will go back and repeat the question.

In this situation, we are instructing the ChatBot as follows: if the number entered is less than or equal to 0 or greater than or equal to 4, it should repeat the question that is in the "departments" block. We set it to do this up to 5 times.

Now let's create the variables that will make the ChatBot direct the service to specific departments. Create a variable Equal to 1:

Then put a “action” to transfer service:

In the next block select the department corresponding to the number 1:

Do the same procedure for the other departments. With all variables created our Chat Bot will be practically ready;

Insert a new “action” to send a thank you message and our Chat Bot will be complete.

Click Close:

Make a new simulation to see if everything is correct:

Then click on Save and Close: