How to Manage User Input and Bot Response on Chatbot

Article author
Learning Center Mekari
  • Updated

If the Welcome Message has been created, the next step is to create a chatbot conversation flow with responses that you can design according to your needs presented in the form of a Tree Diagram. To generate the chatbot response you want, you need to manage User Input and Bot Response on the Chatbot.

Follow these steps:

A. Create User Input and Response Bot

  1. Open the Conversation that you have created in the  Chatbot menu.
    MANAGE1.png
  2. For every Bot Response that you create, there is user input that you need to set. To create it, click “  Add User Input” .
    Screenshot 2024-01-05 at 10.06.06.png
  3. After that, a New Object appears called  User Input.
    Screenshot 2024-01-05 at 10.10.00.png

    User Input can be created several times, by clicking  "Add User Input"  according to the number of user inputs you want to create. 
    Description:
    - "Triple dot" icon: There are options "Set as Default", "Delete Single Block", and "Delete with Children". Click here for more complete functions. 
    Variable input: Used to capture user input as a variable. Variables can be used again in Bot Response which will display the value of the variable. Click here for more complete functions. 
    Enter user input: Column for entering user input where the limit is 50 characters.

  4. Enter the user input that you want to appear as a discussion that the questioner wants to ask and click "  Save"  to save.
    Screenshot 2024-01-05 at 10.12.57.png
  5. At the bottom of the  User input box that is created,  the Bot response  box will automatically appear . Enter the name of the bot response and press the enter key on your keyboard. 
    Screenshot 2024-01-05 at 10.14.49.png
  6. After changing the name of the bot response, your bot response box will look like this (in the example image, the bot response name changes to Response 1 and Response 2). To set the bot response in more detail, you can  click the Bot response content column , which is under the bot response name. 
    Screenshot 2024-01-05 at 10.18.30.png
  7. Then you will be directed to the bot response settings display on the  General tab.
    Screenshot 2024-01-05 at 10.23.26.png

    To learn about other bot response settings, regarding  Additional settings, API Integration,  and  Qontak CRM , learn  here .

  8. Select the bot response type according to the user input entered by the questioner. There are 3 types of bot responses, namely  TextButton and  List . Here's the explanation:
    Screenshot 2024-01-05 at 10.26.56.png

    1. Text

    Text is a bot response that contains a long text message to explain something (default message).
    Screenshot 2024-01-05 at 10.33.11.png
    You can set Bot response settings in the following way:

    1. Complete  the bot response content , to fill in the default message you want to convey to the questioner.
    2. Enter the file attachment in the  Attachment section.  The maximum number of files you can upload is 10 files and the maximum file size that can be uploaded is 64 MB . The file types that can be uploaded are Image (.jpeg, .jpg, .png, and .gif), Video (.mkv, .mov, and .mp4), and Document (.pdf, .xlsx, .docx, .pptx, .xls, .csv, .s20, and .cdr). If the user attaches more than 5 files, then only the first 5 files will be displayed . Use the  X  button next to the file to delete it.
    3. Enter the Conversation tag , if necessary. These tags are useful for grouping conversations based on the tags you choose. Click here  to find out how to add tags.
    4. Select Additional settings to determine the completion of the conversation. Learn more here .
    5. Click  "Save" when you have finished setting up the bot response.

    2. Buttons

    Bots can ask simple questions that require a Yes or No Answer from the asker and choose a response based on that answer.

    Only available for Whatsapp Channels.

    Case in point:
    Bots will ask simple questions with yes or no answers. If yes then it will go to another question and will not return to the main menu.
    Screenshot 2024-01-05 at 10.52.12.png
    You can set Bot response settings in the following way: 
    1. Select the Header Content type (Text, Image, Video, or Document) in the Header content type. If you are text, the column that appears is Header text, but if you are an image, video, or document, the column that appears is Attachment
    2. Complete the message content, for the command message, to select the available button options. 
    3. Add a Button in the Button content type section. WhatsApp provides a maximum of 3 buttons that can be created in 1 bubble.  You can also set the order of the buttons by simply moving up and down the “Six dots” icon You can enter a button name (max 20 characters).
    4. Enter the Conversation tag , if necessary. These tags are useful for grouping conversations based on the tags you choose. Click here  to find out how to add tags.
    5. Select Additional settings to determine the completion of the conversation. Learn more here .
    6. Click  "Save" when you have finished setting up the bot response.

    3. Lists

    This type of message offers a simpler and more consistent way for users to make choices when interacting with bots.

    Only available for Whatsapp Channels.

    Case Example:
    The bot will show a list of products that the user can choose from. If you select List, the default Bot response will appear according to the options selected by the asker.
    Screenshot 2024-01-05 at 11.12.51.png
    You can set Bot response settings in the following way:
    1. Like Button, you must fill in the Header column, but the difference is that in List, the header type is available only in text form.
    2. Complete  the message content , for the command message, to select the available button options.
    3. Complete the button name in the Button text . The button here serves to bring up the options that you have prepared for the asker to choose.
    4. Complete the options that the questioner can choose from. You can provide a maximum of 10 items or options on the list. The maximum number of characters for each item or option is 24 characters. Check  "Reply all answers with one bot response"  if you want to make the response from the bot just 1 response (all answers will go to 1 bot response).
    5. You can also adjust the order of the list by simply moving up and down the  "Six point" icon.
    6. Select  "Save"  when you have finished setting up the bot response.
    7. Enter the Conversation tag , if necessary. These tags are useful for grouping conversations based on the tags you choose. Click  here  to find out how to add tags.
    8. Select Additional settings to determine the completion of the conversation. Learn more here .
    9. Click  "Save"  when you have finished setting up the bot response.
    10. If you want to reuse an existing/previously created bot response, you can click the  "Reuse bot response"  icon in the Bot Response Box (this button does not appear in the first intent).
    Screenshot 2024-01-05 at 11.30.48.png
    11. After that, a Reuse existing bot response pop-up will appear, like this. Select the Bot Response you want, then click "Reuse" .
    Screenshot 2024-01-05 at 11.33.04.png
    12. Then the bot response that appears will match the bot response you have chosen.

B. Set as Default Delete Single Block, and Delete with Children 

  1. If you want to delete User input, you can click the  "Three dots" icon .  Then, the options Set as Default,  Delete Single Block, and  Delete With Children will appear.
    Screenshot 2024-01-05 at 11.42.31.png
  2. Select Set as default  if you want to disable Default Fallback where every answer entered by the questioner in the chat will be moved to the next Bot Response. Therefore, the flow of conversation doesn't get stuck in that response over and over again.

    Case in point: 
    You want to ask your name, age, or any question that the bot cannot determine.

    Bot: Your Name
    User: Didi

    Since the bot can recognize "Didi" as a Name, you should set that User Input as the Default User Input so that the Bot will move on to another question. Otherwise, the Bot will trigger a Default Fallback.
  3. Select  Delete Single Block , if you  only want to delete certain User Input and Bot Responses (if you have created other user input at the bottom, it will not be deleted).

    The following is the display  before  you click Delete Single Block (User input 4 is below user input 1.)
    Screenshot 2024-01-05 at 11.47.48.png If you click "Delete Single Block" on user input 1, user input 4 will move up to replace user input 1's position.
    Screenshot 2024-01-05 at 11.48.22.png

  4. Select  Delete with children , if you want to  delete all User input and Bot Response below it (all user input under the user input that you delete will be deleted too).

    Here's what it looks like before you click Delete with Children.
    Screenshot 2024-01-05 at 11.51.08.png If you click "Delete with Children" on user input 2, then user input 2 and the user input below it (shirts, pants, ask agent) will also be deleted.
    Screenshot 2024-01-05 at 11.51.34.png

C. Create Input Variables

Input Variables are used to capture user input as variables. Variables can be used again in the Bot Response which will display the value of the variable.

Case in point:
You want to recap your answers at the end of the conversation. The recap is Bot Response.
Bot: State your name
User: Wahyu 
Bot: according to your age
User: 27 
Bot: OK, please check your data again
Name: Wahyu
Age: 27

Here's how to create input variables:

  1. Create a Question first in the Bot Response.
  2. In User input, check  Set as input variable.
    Screenshot 2024-01-05 at 11.57.27.png
  3. After that, you can enter or create a new Variable Name or tag. This action will save the text the asker enters in the chat room as an entity so that it can be used again in the bot's response with the variable that contains it. 
    Screenshot 2024-01-05 at 12.00.19.png
  4. Then, click on the bot response content column.
    Screenshot 2024-01-05 at 12.03.28.png
  5. Then the Bot response settings display will appear To Use an Entity that has been created in Bot Response,  type  “{{}}”  in Bot Response Content. Then, select  ENTITY.
    Screenshot 2024-01-05 at 12.09.26.png
  6. Select the entity you want to display.
    Screenshot 2024-01-05 at 12.09.46.png
  7. After selecting the entity, the entity will be displayed in the Bot Content Response as follows.
    Screenshot 2024-01-05 at 12.10.07.png

- You can do this method repeatedly and save them as entities one by one. Therefore, you can display all the entities that have been created, that way, you do not have to create the same entity repeatedly.
- To make the Bot recognize user answers without being blocked by the default fallback, use the default user input . Therefore, the Bot can capture the answer and save it as an entity (not recognizing it as a default fallback).

Those are the steps on how to manage the user input and response bots on the Mekari Qontak Omnichannel chatbot.