1. How to Build/Design Flow for WhatsApp ChatBot?

How to Build/Design Flow for WhatsApp ChatBot?

Users can set the flow according to the requirement for the Bot.image5

  • Basic:
    • Start: Use this node when you start designing the Bot flow.
    • End: Use this node when you end designing the Bot flow.

basic-bot

NOTE : Bot must start with a choice question.

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  • Question/Response:
  • With this feature, users can set various types of questions in flow to Ask customer.
  • Add Condition to check it against a response from a customer in Bot.
  • Question/Response Action Settings:
    • Quick Actions for Added Questions/Responses and CRM Actions:
    • Users can edit, delete, and create duplicate questions/responses and CRM actions added to the bot by click on the icons shown below

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  • Text/Response:
    • Message Type:
      • Regular message – This is a regular message type format sent to customers from Bot.
      • WhatsApp Response – This message type will display responses to customers in WhatsApp format.
    • Copy from Variables:
      Select variable to add or copy to the message which converts to actual value when sent message to customer.
    • Response Text/Question:
      Type a message as a response or ask a question to the customer.
    • Format:
      Select any format like text, number, email and date for response.
    Note : To validate NUMBER, EMAIL, DATE format, you can use same name variable in English as “number”, “email”, “date”.
    • Response file:
      Send Image as response to the customer along with text.
    • Response copy to variable:
      Copy customer answer of question from bot to variable which can be used to store in CRM or reply to customer on various stages of Bot flow.

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  • Choice Question
    • Message Type:
      • Regular message – This message type will display responses to customers in WhatsApp Regular format.
    • Question/Response:
      Add a question for the flow according to your choice.
    • Add Option:
      Add an option for the question according to your choice.

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    • Condition:
      User can add condition for the question if it’s true then it will fire the value which is set.

      • Variable:
        Select a variable like number, email, date or description for the value.
      • Condition:
        Select the condition for the question like a value equal to Apple etc.
      • Enter Value:
        Enter value according to the variable type selected.

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    • Transfer condition: When the user selects the Transfer condition, the bot will transfer the chat to an agent and switch from robotic to manual mode.

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    • Variable Node: This variable node enables users to customize and integrate dynamic variables into the bot.

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    CRM

    • CRM Action:
      With CRM Action You can Insert/Update/Search record To or From CRM.
      CRM Action Setting:

      • Select an Action:
        Select an Action should allow the user to select various operations on CRM.

        • Create a Record – It allows you to Create record in CRM from responses from the customers.
        • Search a Record – It allows you to search records from CRM from the value pass to CRM field.
        • Update a Record – It allows you to update an existing record in the CRM with the values the user has set to update in the bot.
    • Modules:
      Select module to Search/Create/Update record to or from CRM
    • Assign value to vTiger fields to Create/Search/Update: :
      • vTiger field – Select vTiger fields to copy value to vTiger fields from available variables.
      • Saved variables – Select available variables used to store customer’s input from chatbot’s questions.
    • Save variable(Response) from vTiger field:
      On create/search/Update on CRM it will return selected field value to customer to be displayed in WhatsApp bot.

      • Copy to variable – Select variable type as name, email, date or description for copy variable.
      • Copy from vTiger Field – Select fields for copying variables from vTiger field.

    image10Variables:
    Variables used to copy answers from customers using bot like their name, email, phone etc. This will be used to map with respected CRM fields to Add/Search/Update To or From CRM.
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    • Add Variable Pop-up:
      • Variable Name: Enter name for Variable
      • Description: Enter Description for Variable

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    • In the final response, the user has the option to print a response for all UI types included.

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    • Users can Clear all the added actions by clicking on the Clear option and also duplicate the created Bot from the Flow Builder.
    • Zoom In and Zoom Out buttons are also there for the flow builder.
    • Save or Cancel the Created bot by clicking on the save or cancel button

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    • When you click on the radio button, the bot will disconnect. Additionally, if the scan number is disconnected, the status will show as ‘Disconnected.

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