Configuring Chatbot Triggers & Business Rules
In this article:
- Why Do I Need a Trigger for a Chatbot to Work?
- How to Set Up a Chatbot Trigger
- How to Set Up Chatbot Business Rules
- Chatbot Chaining
Why Do I Need a Trigger for a Chatbot to Work?
You can build as many chatbots as you’d like in Acquire. And there’s a reason for that: we know you’ll need different bots for different use cases. For example, a bot that’s chatting to a new visitor will probably have a different script and set of actions than a bot that’s conversing with a current customer.
So, how do you set the right bots to engage in the right circumstances? This is where Triggers come in.
Triggers allow you to set up parameters a visitor must meet before the bot is applied. Some examples include web pages, return visits, source websites, and even account attributes. These conditions can be layered (‘All Of’) or you can build a list (‘Any Of’) to apply a specific bot.
How to Set Up a Chatbot Trigger
If you are working with just one or two chatbots, you can set up a trigger to activate that chatbot. Triggers are recommended for simple actions that don't require too much complexity.
Head to Settings > Workflows > Triggers and click ‘Create Trigger’. Give it a name and description.
Add conditions that need to be met before the bot will fire. For example, to fire a bot on a specific webpage for all visitors, choose ‘All Of’, click ‘Add Conditions’ and select ‘Visitor Page URL’. Enter the page URL and proceed to the next section.
Next, you’ll set up the action—deploying the chatbot. Under ‘Perform Actions’ click ‘Add Actions’ and select ‘Apply Chatbot’. A new menu will open. Select the chatbot you want to apply, then click ‘Save’.
Now your bot is ready to go!
But what happens when you'd like to introduce another chatbot? You could build another Trigger, but it may be hard to track what each chatbot is doing. Business Rules helps manage this complexity by providing a better interface to build and track chatbot actions.
How to Set Up Chatbot Business Rules
Set up multiple chatbots through Business Rules. Business Rules help you deploy chatbots that have specialized roles. To get started, go to Settings > Workflows > Business Rules.
Click on 'New Rule' and choose 'Chat' or 'SMS' as an entry point. From there, you may build your chatbot workflow with action groups and conditions.
Keep in mind that a Trigger may override a Business Rule, so we recommend disabling those Trigger(s) and building their functionality into your Business Rule.
In the example below, a user has built a workflow that responds to visitors who enter the chat. The workflow checks if the visitor is on the pricing page, features page, or landing page, and then deploys the appropriate bot.
This Business Rule helps address the problem of multiple bots, and it's easy to manage, edit, and delete chatbots if you need to. Currently, you may add as many as five action groups, so you can deploy up to five different chatbots to your site's different pages. However, what if your visitor asks about pricing on the features page? Or if you have more than five chatbots? In this instance, you should chain your chatbots.
With chatbot chaining, you can direct a visitor to a Sequence Bot when they bring up a certain question to a Conversational Bot. You can also provide your visitor with a Conversational Bot while they're in a sequence.
To accomplish this, implement the transfers on the bots themselves.
Applying a Sequence Bot to a Conversational Bot
If you have an instance where you want your visitor to enter a sequence when they ask about a certain topic, apply a Sequence Bot. To get started, go to Chatbot > Conversational Bot and select the question you’d like the hand off to occur in. You can also create a question by clicking on ‘Add New Question’.
Once you have the question, scroll down to ‘Enable Post Action’ and set it to active (right, green).
Now, when your visitor brings up pricing, the Conversational Bot will direct the visitor’s queries to the better-equipped Pricing Sequence Bot.
Applying a Conversational Bot to a Sequence Bot
You may also transfer a visitor to a Conversational Bot when they’re on a sequence. To do so, go to Chatbot > Sequence Bot, and select the sequence you’d like the hand off occur in. You may also create a new sequence by clicking on the ‘Create New Sequence’ button.
Once you’ve built out the sequence, select the branch where you’d like the handoff to happen in, and select ‘Add Another Option’ > ‘Add Auto Actions’ > ‘Invite Conversational Bot’, then choose the Conversational Bot you’d like to add.
In this example, when a visitor hits the Features branch, they’re invited to speak with the Features Conversational Bot.
Building chatbots can be surprisingly complex, but with time, they can become an invaluable tool. They can also free up your agents’ time and provide you with better customer insight.
Need a little extra help? Reach out to our customer success team at firstname.lastname@example.org.