How to create a new conversation ? / build a chatbot
The page is divided into 3 parts. On the left, you have the list of the different “groups”. We recommend to create a group for every topic in the conversation. This is useful to organize your interactions. Of course you can organize your groups the way you want, but we find it easy if every group refers to a specific thematic you can address to your audience.
For instance, you can create a group called “Order” under which you’ll respond to any interaction regarding orders. Or you can create the “Price” group, where you address any request concerning the price of your products.
Building the bot
The right side of the page is divided into 2 other parts. The top part is called “the questions”. It refers to the question your audience may ask to your bot. You Have to anticipate what those questions could be, write them down so the bot knows what to answer when detecting one of those questions.
Bellow, in the “your answer” part, you write down the response you want your bot to deliver when receiving the question. There are many different types of responses. For example, you can send a simple text or you can send a gallery of images with links. Don’t forget to save the answer you planned by clicking on the green button “save your latest changes”.
Test your chatbot
If you want to check how your conversation looks like, click on the Messenger chat in the bottom right-hand corner.
What are “groups”? / How to manage groups ?
Create a new group enables you to organize your conversation by topics. It may be interesting to think of the structure of your answer before starting creating groups. Dress a list of the different topics you want to address with your chatbot.
Name your groups
Then start creating a group for each one of them by clicking on “create a new group”. Choose a group name that speaks for itself and that will be easily recognisable. Spaces and special characters are not allowed. We recommend to start each word with a capital letter for better readability.
Subgroups are useful when you want to go deeper into a topic. You can create as many as you need to. For instance, in the “Order” group, you may have to redirect the conversation depending on the product your customer want to order. You can create a subgroup for each possible reply.
To create a subgroup, select the main group and click on “New sub group”. As for the typical group, write the subgroup name without space or special characters.
What is “get started”?
The group called “Get started” is the welcome message sent to your audience when they launch the chat. You cannot delete this group, it is locked, but you can decide to not use it. Here is an example of welcome message “Hello, I’m wikibot and I’m here to help you! Tell me, what do you need?”
What is “default answer”?
The default response is the message sent to your audience when the bot doesn’t understand a request. If you never encoded the question asked in the “chatbot” tab, the chatbot will not be able to understand it. The default answer allows you to keep your customers by asking them to wait a little bit until a human takes over the bot to answer the request. Here is an example of default answer: “So sorry but I don’t get that… I’m just a bot you know, nobody’s perfect I guess 🤷🏼♂️ I’m gonna call someone. Would you mind waiting a little bit?”
How to create an answer?
When you want to build conversations, you have to go in the “chatbot” tab. There, you have to anticipate what your audience may ask you and prepare answer in advance. You can encode your answer in the “Your response” part. You can build your response with 15 plugins like simple text, gallery of images or buttons.
What is a “bubble”?
The bubble response type enables you to predefine different choices your audience can choose from. Each bubble is connected to another group and redirect the conversation to this group as soon as the contact click on this bubble. Bubbles can also be related to filters. You can do so by activating “contact filter” under the bubble. For example, you can ask your audience which color they would like for their clothes. You can ask them to choose between black or yellow. Those who face this choice will be subscribed to the filter for instance “clothes color”. If they choose black, they are going to be in the filter “clothes color – black” and those who choose yellow are going to be added in the “clothes color – yellow” filter.
You can add up to 11 bubbles at the same time.
What is an “alternative text”?
This option allows to enter several text response for the same question. By encoding some alternative text, the bot is going to pick one up randomly every time this question is asked.
What is “gallery”?
A gallery is a type of response you can send to your audience. It enables you to send clickable pictures with a link to your website. This type of answer is dynamic and more visual than a simple text.
What is “typing”?
The “typing” option is one of the 15 plugins you can use to respond. You can chose the duration of the typing and it creates the illusion that you are actually writing. This way, your audience will get an answer as, it has not been prepared in advance.
What is “timer”?
The “timer” option enables you to define a certain amount of time you want before sending the next message. For example, you can let your contact some time to take his decision, come back to him 3 days later and Ask him if he is satisfied of his choice.
What is “RSS”?
RSS is a plugin of the gallery category. It enables you to paste the link of a RSS feed and a gallery will display it in the conversation. For example, it is useful when you want to share the RSS feed of a blog or a youtube channel.
What is “JSON”?
The “JSON” plugin is there for users who may want to add more advanced options that require coding. If you are not that much into coding, you are probably never gonna use it.
What is “send to admin”?
When the plugin “send to admin” is implemented in a certain place in the conversation, it orders the bot to send the administrator of the chatbot the message you want. It can be useful when you combine it with a filter. For example if your chatbot detects that a customer is not happy with his purchase, you can first subscribe this person to the filter “Unsatisfied customer” and then send a message to the admin alerting him that an unsatisfied customer is chatting right now. It allows the admin to take over the conversation and solve the problem in a more personalized way.
What is “pause”?
The “pause” plugin puts the conversation on pause until your contact responds to your preceding message. For example, if the customer has to choose between three colors. You can insert a “pause” to wait until he takes his decision and then send him, for instance, “alright, I’m going look for something in this color for you”.
What is “text and button”?
The plugin “Text and button” is quite easy. It allows you to have a text with a button just under it, leading to a URL or a group.
What is “user phone” or “user email” or “user location”?
Those plugins are interesting when you want your contacts to confirm their information. Indeed, the Facebook policy do not allow you to take the personal details of users directly to contact them. you have to ask users their authorization at first.
What is “sentence to filter”?
The plugin “sentence to filter” allows you to save the next sentence of your contact in a filter. For example, the answer of the question “And what size are you wearing?” is going be saved in a filter named “size”.
What are “filters”?
Segment your audience
When creating answers, you can choose to subscribe your audience to a filter, depending on the evolution of the conversation and the characteristic of the contact your bot detects. Filters enable you to segment your contacts. You can create any filters that fit your needs. Later, you’ll be able to send mass messaging to certain filters. Thanks to those filters, segmentation and targeting are easily done and more importantly: they depend on your exact needs at that exact moment.
You can subscribe people to a filter in 2 different ways:
- By using Bubbles. Bubbles are predefined answers your audience can choose from. The choice they made can be connected to filters by ticking “contact filter” next to the bubble.. For example, you can ask your audience which color they would like for their clothes. You can ask them to choose between BLACK or YELLOW. Those who face this choice will be subscribe to the filter for instance “clothes color”. If they choose black, they’re going be in the filter “clothes color – black” and those who choose yellow are going be added in the “clothes color – yellow” filter.
- By subscribing people to filters by simply adding the plugin “subscribe to a filter” in your response. This plugin is useful when you want to let more freedom of response to your audience. For example, if someone ask more information about your product, you can classify this person in the filter “Interested in our products”.
What is “redirect to group”?
If your audience respond in a certain way, you can redirect it to another group and starting another part of the conversation. For example, if you ask your contact if she wants to place an order and she responds “no”, you can redirect the conversation to the “Any other request” group where you encode a response asking her if she needs anything else.
What is “show only to a filter”?
This plugin enables you to show certain responses only to the people registered in a filter.