Chatbot Guide: How to Start With Chatbots

The Chatbots section is the place that allows you to set up automatic responses in the chat. You can also create the Chatbots, which will be able to handle the most common inquiries asked by your visitors.

What you will see after going to the Chatbots section in your Tidio panel

Jump into one of our sections to learn more about a particular feature

How to navigate the Chatbots interface

Inside the Bots editing map


The Chatbots Interface

When you will open the Chatbots section you will see all the existing bots under ‘My added chatbots’, available templates, and Bots launcher tool.

Chatbots section divided into all existing bots and Bots Launcher tool

If you move your mouse cursor over the added bot you will see the buttons allowing you to edit, view options, or test out the bot.

The buttons to edit, view options or test out the bot

Some templates from the list are added through a quick setup guide, which gives you a chance to adjust the message.

A ready to use Chatbots template

Creating a new Chatbot

You can add the Chatbot in two ways: by using a ready template or building your very own chatbot from scratch.

Creating a bot from scratch

One of our most requested chatbots is the one that sends a custom greeting, e.g. ‘Hello, how can I help you?’ which is triggered only once upon the first visit on the website, and it’s called ‘Welcome new visitors‘. You can find it in the Chatbots section in your Tidio admin panel. To test it out, simply visit your website in a new Incognito window to appear as a fresh visitor.

A ready-to-use templates

If you wish to use one of the templates, you can choose one from one of three available categories: 

  • Boost Online Sales
  • Enhance Communication
  • Generate Leads

To view the templates, expand the categories.

The categories and available templates

When you find a template you would like to use, you can test it out – this will result in a pop-up window where you can use this bot. When you decide to add the template to your bots, just click ‘Add this bot’ button.

A ready-to-use chatbot template

When you choose a template a quick setup tour will open. That will allow you to define the text that will be shown to the visitors. If you choose one of the Shopify-specific Bots, system, will ask to connect the Bot with your Shopify store.

An example of using the ready to use template

NOTE: Please note that some of the pre-made Chatbots are available on Shopify only.

Create your own bot from scratch

Creating a Bot manually allows you to build your own scenario using nodes, which represent the actions for a particular moment/step.

This is done on a grid which allows you to add and connect all of the different nodes (triggersconditions, and actions). It’s where you create your “map” or a “workflow”. Simply said – a chain of events that can take place on the visitor’s side. It is also known as a chatbot decision tree.

The Chatbot editing map

Trigger, what is that?

A new workflow always has to start with a trigger – something the visitor needs to do to start this particular automation.

The list of triggers available in the Chatbots editing section

Once you have the starting point specified, you can add and connect the actions that should take place after the trigger has occurred. Since the grid shows the logical chain of events, the actions need to be connected in chronological order. The line that is connecting them needs to be drawn from the action to the reaction that follows.

A simple example of the bot’s workflow

The basic scenarios usually consist of just a trigger and the following action, but you can also build more complex reactions by using conditions. Conditions filter out the path for the actions, making them target things like the country, operating system, or even specific names. Each condition branches out with a Yes and No path, allowing you to set a different action for each path.

An example of the bot’s workflow


Conditions have their own internal settings, allowing you to specify if they should target the specific element, omit it, or work as a wild card.

How the condition editing pop-up window looks

The tool also allows creating an interactive scenario, where the visitor needs to choose an appropriate option or provide some details to move on with the inquiry. These can be done by using the action called ‘Decision (Quick Replies)’ and ‘Ask a question.’

Decision action

Decision (Quick Replies)’ asks the visitor to select a preset option, allowing you to build, e.g. an FAQ Bot that will give answers to a chosen question. The node will enable you to create a list of selectable options (quick replies), which branch out of the node to connect with appropriate actions.

The “Decision (Quick Replies)” action and it’s workflow

Decision node supports up to eleven answers!

An example of the quick replies added to the “Decision (Quick Replies) action

‘Decision (Cards)’ allows to send out messages with texts, images and buttons, providing an awesome way to let your visitors know about your top-selling items. The visitor will be asked to select an answer from one of the buttons.

An example of the Decision (Cards) action node

NOTE: that the buttons won’t disappear after they were clicked on so, the visitor can return to them at any moment during a conversation!

“Transfer to operator” message

Below every Decision (Quick Replies), Decision (Buttons) and Decision (Card Messages) nodes editing panel, it is possible to edit the “Transfer to operator message”. That message is set to trigger when the bot’s action has ended, and it will be forwarded the conversation to a human operator.

The “transfer to operator” message

 The toggle allows disabling the message. Every Decision node will have the option.  It will also have the editing panel when you click on “here.”

After Saving the changes, the message will appear in its new form.

Ask a question action

‘Ask a question’ will allow the visitor to manually type in a reply to a pre-prepared question. The node also allows setting up a validation option to make sure the person types in exactly what you need (e.g. if you request an e-mail address, the validation can check if it’s indeed an e-mail address or just random text).

An editing pop-up window to “Ask a question” action

Now, once you’re happy with your setup but afraid to publish it, you can use the Test it out feature. This will open a new window in which you can test out your chatbot, even before saving it!

Click on the “Test it out” button to test the workflow of your bot

My added chatbots

This panel allows you to quickly add a bot or an automatic message, which you can choose from a list of the most common scenarios. The templates are grouped thematically – based on what they do and when they trigger.

My added Chatbots panel

this how the panel for new Shopify users will look:

My added Chatbots section for new users

Once you add at least one chatbot, it will be listed in the ‘My added chatbots’ section. You can click the ‘Options’ button on the hover box of the bot to be able to edit, turn off, or delete the particular workflow.

The list of actions available after clicking on the ‘Options’ button

Each workflow can be disabled temporarily. You can also choose if the workflow should work when none of the operators are online or – when another bot or an operator is handling the conversation.

On the top of the Options list, you will find the ‘Show details’ button – if you click on it a pop-up window will appear to the current triggers usage statistics.

The Bots Launcher

To make the chat start off with a short introduction by your Bot, you can set up a launcher that can show all of the possible Bot scenarios, so the visitor can choose the question they want to ask.

How the Bots Launcher tool will appear inside your chat’s widget

The Bots Launcher can consist of a text message, an image/gif, and the automatic scenarios that you currently have added in the Manage panel (they will show as clickable buttons).

The “Visitor clicks the bots button” button

The bots launcher will be visible in two scenarios:

  • When you don’t have any bots that pop-up automatically. Like Welcome message, or Lead generation bot for example and you enable the Bots launcher. The visitor will see the ‘Get Started’ button in place of the text area. So instead of being able to write to you, the customer would need to launch the bots
  • The bots launcher also triggers when you have a bot with ‘Visitor clicks the bots button’ added. The visitor needs to click on the bots button then:
The Bots Launcher editing section

In order for the Chatbot to appear as a selectable option in the Launcher, you need to add a ‘Visitor clicks the bots button’ trigger in the editor, making it one of the starting points on the grid.

The trigger also allows you to name the button – this is what the visitor will see in the Launcher’s list.

The ‘Visitor clicks the bots button’ trigger editing window

Another option of our Bots Launcher system is the “Transfer to operator’ message. It will trigger when the bot has finished its work with the visitor and the conversation is about to be sent to t operator. You can enable, disable or edited it here: 

Where the “Transfer to operator message” is located

The text of that message can be changed through the clickable “here” button. Once clicked on, it will open a panel allowing to adjust the message there:

After Saving the changes, the message will appear in its new form.

How to make Chatbots GDPR-friendly 🇪🇺

To make some of the workflows compliant with the GDPR laws in Europe, we suggest you add a step to your workflow to ask visitors and future leads for consent. Here’s how you can do this:

The “Decision” node helps us ask for consent

From there, we can use the “Based on contact property” node, to continue the workflow only when a user gave their consent.

Setting up the contact property

In this example, the workflow will continue only for users who gave us permission. Their answers are saved in the ‘Contacts’, under ‘Contact Properties’ section.

Contact section

Another option to comply with the GDPR is to use the dedicated field in the Pre-chat survey. Learn more about it our Pre-chat Survey article.


If a chatbot doesn’t seem to appear or continues to show an old message, please open your website in a new private/incognito window. The chat widget saves the past visits and data in the browser’s local storage, so you’ll need to test the new setup in a clean session.

If you’d like to go even more in-depth you can check out our eBooks:

If you have any other issues with the chatbots, please reach out to us at [email protected]. You can also use the chat in the bottom-right corner of our website.

Can't find what you're looking for?