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How to Setup Chatbot Conversations

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Learning Center Mekari
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1. How to Create Chatbot Conversation Flow

After you create a chatbot conversation, you can also set up the chatbot conversation flow. The flow will be displayed by a Tree Diagram which can make it easier for users to create a Chatbot conversation flow. Here are the steps:

  1. On the dashboard page, click the Conversation Name that you have created.
    Chatbot_revisi_1.jpg
  2. Then, the display will appear as follows.
    Chatbot_1.jpg
  3. Click the bubble box to set the First Intent.
    Chatbot_4.jpg

    The First Intent or response that has been established as the chatbot's 'intent' will determine how the chatbot responds to the question.

  4. After that, the Bot Response Settings will appear as follows.
    Chatbot_3.jpg

Description:

No

Field

Description

1

Bot Response Name

Fill in the Bot Response name here, with the default name "First Intent".

2

Bot Response Content

Enter the bot's response here, with a default opening sentence or greeting such as "Hi, this is your First Intent".

There is no character limit on the Bot Response Content bubble.

3

Attachment

You can attach files here. The maximum number of files you can upload is 10 files and the maximum file size that can be uploaded is 64 MB. 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, only the first 5 files will be displayed. Use the X button next to the file to delete it.

4

Additional Setting

Use these additional settings, to adjust bot response.


2. Setup User Input for each Bot Response

If you have created a conversation flow, the next step is to create User Input for each bot response that will be used. Follow these steps:

A. How to create User Input and Response Bots

  1. For every Bot Response that you create, there is a user input that you must set. To create one, click Add User Input.
    Chatbot_14.jpg

  2. After that, there will be a New Object named User Input. User Input can be created several times, by clicking "Add User Input" according to the number of user inputs you want to create.
    Chatbot_13.jpg

  3. Enter the user input, which you want to appear as a discussion that the questioner wants to ask, and click "Save" to save.
    Chatbot_16.jpg

    There is a character limit of 50 characters per User Input.

  4. At the bottom of the User input box created, a Bot response box will automatically appear. Enter the bot's response according to the user input entered by the questioner.
    Chatbot_15.jpg
  5. If you want to reuse an existing/pre-created bot response, simply click “Use Exiting Response” in the Bot Response Box (this button does not appear in the first indent).
    Chatbot_17.jpg

  6. After that, a Reuse existing bot response pop-up appears.
    Chatbot_18.jpg
  7. Select the Bot Response you want, then click “Reuse”.
    Chatbot_19.jpg

  8. Then, the Bot Response that appears will match the bot response you have chosen.
    Chatbot_Revisi_4.jpg

B. How to Delete User Input

  1. If you want to delete User input, you can click the "trash can" icon.
    Chatbot_21.jpg
  2. Then, the Delete Single Block and Delete With Children options appear.
    Chatbot_22.jpg
  3. Pilih Delete Single Block, apabila Anda hanya ingin menghapus User Input dan Bot Response tertentu saja (Apabila Anda telah membuat user input lain pada bagian bawahnya, itu tidak akan terhapus).
    Select Delete Single Block, if you only need to delete certain User Input and Bot Responses (It will not be deleted if you created another user input at the bottom).

    Here is what it looks like before you click Delete Single Block (User input 4 is under user input 1).


    Chatbot_23.jpg

    If you click "Delete Single Block" on user input 1, then user input 4 will go up to replace user input 1.


    Chatbot_24.jpg
  4. Select Delete with children to delete all User input and Bot Responses below it (all user input under the user input that you delete will also be deleted).

    Here's what it looks like before you click Delete with Children.


    Chatbot_25.jpg

    If you click "Delete with Children" on user input 2, then user input 2 and user input 1 along with the bot response will be deleted.

3. Bot Response Additional Settings

A. Resolve Conversation

You are able to set up a response bot to finish the conversation automatically. This setting works if you want the bot to finish a conversation that the questioner has not responded to. Here are the steps:

  1. If you want to set a response bot to finish the conversation, you can click on one of the Bot Responses that you want to set.
    Chatbot_Revisi_5.jpg

  2. Then, you will be directed to a screen like this. Select Resolve Conversation and enter a Closing Message to close the conversation.
    Chatbot_Revisi_6.jpg

  3. Check Set user idle time to set the idle time before the bot closes the conversation (optional).
    Chatbot_Revisi_7.jpg

  4. Click “Save” to save the settings.
    Chatbot_Revisi_8.jpg

B. Assign Agent

In the Qontak Chatbot, you can also set up a custom conversation by specifying who the agent will connect with the questioner (Assign Conversation). With this action, if the bot has responded to the incoming user input, the system will automatically assign an agent to continue the conversation.

  1. If you want to set a response bot to set a conversation, you can click on one of the Bot Responses that you want to set.
    Chatbot_Revisi_5.jpg
  2. Then, you will be directed to a screen like this. Then select Assign Conversation.
    Chatbot_revisi_10.jpg
  3. Next set how the system will determine who the agent in charge of responding to conversations from the questioner is.
    Chatbot_30.jpg

    - Auto: The system will automatically select an active or online agent to respond to the conversation, the system is round-robin or randomly selected.
    - Division: The system will assign agents based on the division you select here (choose from the chat panel).
    - Agent: Choose which agent to assign (choose from the chat panel).

  1. Check Set user idle time to set the idle time before the bot closes the conversation (optional).
    Chatbot_Revisi_7.jpg
  2. Click “Save” to save the settings.
    Chatbot_31.jpg

4. Fallback Defaults Setting

The Default Fallback can be used to trigger the system to respond if the chatbot does not recognize the User Input provided by the questioner. You can assign a conversation to a specific agent to help respond to the customer. Here are the steps:

  1. Go to the conversation for which you want to set the Default Fallback.
    Chatbot_Revisi_14.jpg

  2. Click the “pencil” icon to change the rules on Default Fallback.
    Chatbot_revisi_12.jpg

    You need to set all Default Fallback (Default Fallback only appears on Bot Response and for the settings only applies to related Bot Response) in each User Input. If Default Fallback is not set, the Chatbot will respond with the previous Bot Response.

  3. Maka Anda akan diarahkan ke halaman berikut.
    Chatbot_Revisi_9.jpg
  4. Enable Send Fallback Message, if you want to send a specific message to respond to the questioner, enter a message in the Text Message field.
    Chatbot_34.jpg

  5. Activate Assign Conversation to the agent on duty to immediately respond to the questioner.
    Chatbot_36.jpg

    - Auto: The system will automatically select an active or online agent to respond to the conversation, the system is round-robin or randomly selected.
    - Division: The system will assign agents based on the division you select here (choose from the chat panel).
    - Agent: Choose which agent to assign (choose from the chat panel).



5. How to Publish Chatbot

After you have set the conversation flow, you can save the conversation flow by clicking "Publish".
Chatbot_37.jpg

The Publish button will be available if all User Input has been saved.

 

 

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