Table of contents
Overview
Workativ Assistant’s Chatbot Builder is a no-code canvas for you to create dialogs or conversation flows for the chatbot. Dialog flows are expressed in a branch-like format for easier understanding. Every function in each dialog flow is evaluated from start to finish, so you’ll need to create a dialog flow that can handle the desired conversation type.
Let’s get into different features of the Chatbot Builder
Uses
- Using dialog flows, you will be able to create a meaningful conversation for the Chatbot to converse with the end-user.
- You can create a conversation flow on how to interact with the end-user to provide information or collect the required information in terms of asking questions, sending messages, and collecting feedback and sending the user requested information.
- Not only this, once the required information is collected from the user, the Chatbot Builder will pass the information to the Workflow Builder to solve the user problem which will behave as an actual self-service.
Benefits
- Creating dialogs for the Chatbot ensures that the whole process of automating a resolution to an employee’s workplace issue doesn’t seem robotic to the employee using the chatbot. .
- Creating dialogs that have a human-like tone increases the employee engagement rate to a great extent.
- Through dialogs, you can collect details from your employees that you can use later to assess what your employees feel about your current workplace support.
Using the Chatbot Builder, you can create customized chatbots and program them according to your business needs. This helps you create a bot for different departments in your company and deploy them on the desired Slack/Microsoft Teams channels.
Let us see how you can create a new chatbot:
- Select the Chatbot tab from the left navigation menu and click Home.
- Select the desired language for the chatbot from the drop-down menu.
- Enter the desired Bot Name and click Create your Bot.
NOTES:
- Make sure you select the correct language, because the chatbot will only understand the inputs in the selected language during a live conversation.
- You can’t change the language of the bot once selected. You need to create a new bot with the new language.
You can find the newly created chatbot card on the Home page with multiple pieces of information related to it.
Here is what you can find in the chatbot card:
| Information | Description |
| Bot Language | It shows the language selected for the chabot to operate with. |
| Last Updated | It shows the details of the date and time when the chatbot was last updated. |
| Published | It shows whether the chatbot has been published. |
| Total Bot Users | Total number of unique users who interacted with the chatbot in the specific time period. |
| Bot Auto Resolved | Total number of bot sessions that are auto resolved by the bot in the specific time period. |
| Agent Hours Saved | Agent time saved by the bot by auto resolving the user issues in the specific time period. |
| Cost Savings | Cost saved to the company by the bot by auto resolving the user issues in the specific time period. |
Click the name of the chatbot in the left navigation menu to reveal the components under it.
Let us see what each component is briefly:
| Component | Description |
| Summary | This page shows all the reports and other data related to the selected chatbot. For more information, see Chatbot Summary |
| Dialogs | Dialogs are a set of instructions which enable the chatbot to respond to user’s inputs appropriately and efficiently. For more information, see Creating a Dialog |
| Intent | Intents are the textual instances which represent the expected user intentions in a dialog conversation. For more information, see Managing Intents |
| Entity | Entities are the pieces of information (data) expected from the user’s input. For example, email address is an Entity. For more information, see Managing Entities |
| Logs | This page shows the logs of all the activities related to the chatbot. For more information, see Chatbot Logs |
| Agent Handover | This functionality enables the chatbot to handover (transfer) a live chat to a live (human) agent during a conversation. For more information, see Agent Handover |
| Settings | This page has a list of settings which you can use to configure the chatbot according to your requirement. For more information, see Chatbot Settings |
Once you have created the chatbot, you can now create dialogs for the chatbot.
For more information, see Creating Dialogs
Creating Multiple Chatbots
Depending on your subscription plan, you can create multiple chatbots within one workspace. This helps admins to create bots for individual teams. For example, admins can create a separate chatbot to handle IT related issues and a separate chatbot to handle HR related issues.
On the Home – Chatbots page, click the Create New button to create a new chatbot.
Repeat the same steps as described above for creating a new chatbot.
Publish or Unpublish a Chatbot
You can Publish or Unpublish the desired chatbot from the Home – Chatbots page.
Click the Publish button on the top-right corner of the card to make the chatbot live.
NOTE: You can only deploy the Published chatbot in chat channels.
Click the Unpublish button from the top-right corner of the card.
Download a Pre-built Chatbot
You can download pre-build chatbots from the Marketplace and then configure them according to your requirement.
- Click Download from the top of the Home – Chatbots page.
- Select the Category from the drop-down menu and click the desired Chatbot.
The dialogs under the chatbot appear as shown below:
- Click on the desired Dialog to view its components.
- Click What’s Inside to view the list of Intents and Entities.
- Once you have checked the dialogs, click the Download button to download the pre-built chatbot.
- After downloading, you can see that the newly downloaded chatbot appears on the Chatbot homepage.
