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.
The Chatbots Interface
When you will open the Chatbots section you will see all the existing bots and Bots launcher tool.
The three dots menu let you check, edit, turn off or delete your currently added chatbots. On the right side, you will see the statistics on how many times each chatbot was used by the visitors.
Some templates from the list are added through a quick setup guide, which gives you a chance to adjust the message.
The Bots Launcher tool
The chat has an option to start with a small introduction from your Bot, allowing the visitor to choose how to proceed. The Bots Launcher panel allows to set custom messages, as well as add some graphics to make it more personalized.
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:
To find out more about how to set up the Bots Launcher, please read about Bots Launcher in this article.
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.
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 template
If you wish to use one of the templates, simply click the add another bot button.
That will open a list of the most popular and most commonly used scenarios. They are grouped into categories to help you find them easily.
Choose a template and simply click on it to open a quick setup tour. 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.
Please note that some of the pre-made Chatbots are available on Shopify only.
Creating 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 (triggers, conditions, 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.
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.
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.
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.
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.
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 (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.
Decision node supports up to eleven answers!
“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 toggle allows disabling the message. Every Decision node will have the option. It will also have the editing panel when you click on “here.”
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).
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!
Managing existing 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.
Once you add at least one chatbot, it will be listed in the Manage panel. The panel will group everything according to the used triggers, allowing you to quickly navigate and find the one that’s responsible for a particular action.
Once you click on one of the added Chatbots, the right side of the panel will show its current usage statistics, as well as the options to edit, turn off, or delete the particular workflow.
Each workflow can be disabled temporarily. You can also choose if the workflow should work when none of the operators are online.
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.
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).
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.
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:
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:
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:
From there, we can use the “Based on contact property” node, to continue the workflow only when a user gave their consent.
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.
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.