The Chatbot Service helps businesses reduce customer service costs, improve response times with 24/7 availability, and increase engagement. The service supports multiple languages year-round, giving your brand the ability to expand operations into new markets.

The Chatbot Service current implementation is a menu-based decision tree presented to users, who make selections to navigate toward the answer they seek. This release introduces a Webhook functionality so that your application receives event notifications throughout the flow.

The chatbot consists of three sections:

• Delivery
• Interactions
• Summary

Delivery

The Delivery section covers the settings and options that determine how messages are sent to users. You specify the channels through which the chatbot communicates with users, such as SMS, WhatsApp, and RCS.

You set up specific keywords that, when typed by end users, trigger the chatbot and begin an interaction. This feature defines how the chatbot engages with users, enabling automated, immediate responses whenever a user initiates a conversation through these keywords.

Interactions

The Interactions section is where you enter the chatbot script and set up its flow. The following elements are available:

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NOTE

Based on the Delivery channel chosen in the previous step, the setup of the interactions panel may vary.

• Invitation Message: This interaction sends an invitation message to participants when they type the configured keyword or keywords.

  Only available when choosing SMS as the delivery channel and the API Endpoint as the recipient.

• Welcome Message & Interactions: The Welcome Message sends a greeting that users receive when they initiate a conversation with the chatbot.
  To trigger this message, set up the keywords in the previous step. Choose SMS or WhatsApp as the delivery channel and select 'Keywords' as the recipient. Type the specific words to use to start the message.

• Interaction: The Interaction defines the setup and structure of how the chatbot responds to user inputs. This includes redirect types, triggers such as specific keywords, and the conversation flow that dictates how the chatbot engages with users.

• Final & Error Message: The Error Message triggers if the end user enters an incorrect keyword to redirect to another interaction. The Final Message activates once the end user completes their interaction with the chatbot.

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Save Progress

When you are building your decision tree (interactions) for a chatbot, you can choose to save your progress without completing the full configuration. This is useful if you want to return later and continue editing before publishing the automation.

To save your work at any point during the configuration process, click the Save and Continue button located below the interactions. Once this button is selected, the system automatically saves the automation with the status Draft.

If you wish to continue editing a chatbot that was previously saved as a draft, follow these steps:

1. From the main navigation menu, go to the Analytics & Reporting section.
2. Click on the Interactive Campaigns tab at the top of the page.
3. In the Campaign Type dropdown menu, select Chatbot to filter only chatbot automations.
4. In the View by Status dropdown, select Draft to display automations that were saved but not yet finalized.
5. Find the automation you saved in the list. Then, click the Details button on the right-hand side of the automation card.
6. On the automation details page, click the Edit (pencil) icon to reopen the chatbot configuration.
7. Continue adjusting interactions, messages, or settings as needed.
8. When finished, you may either save again as a draft the progress or proceed to publish the chatbot.

Markdown syntax

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Markdown syntax

Markdown syntax is a powerful tool that can help you make your messages stand out and capture the attention of your recipients. You can create visually appealing and easy-to-understand messages. making your messages more readable. In the world of short attention spans, properly formatted messages can help ensure that your content is understood and remembered. Therefore, markdown is a lightweight markup language that you can use to add formatting elements to plain text text.

Markdown for Chatbot refers to a simplified text formatting system that allows you to apply basic styles to text in Chatbot components ( Welcome Message, Interactions, Final Message, Error Message).

Chatbot only supports a limited set of basic formatting options, such as bold, italics, strikethrough, and monospace:

1. Bold Text: To make text bold, place asterisks *around the text. (e.g., *this text is bold*).
2. Italic Text: To italicize text, use underscores _ around the text. (e.g., _this text is italic_).
3. Strikethrough Text: To strike through text, place tildes ~ around the text. (e.g., ~this text is Strikethrough~).
4. Monospaced Text: To display text in a monospaced (fixed-width) font, use three backticks (</code>) around the text. (e.g.,<code>).

Markdown syntax is supported exclusively for WhatsApp messages and is not available for SMS.

Summary

The Chatbot Summary / Analytics & Reporting section provides an overview of the configurations and settings chosen for your chatbot.