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Integrate the iAdvize chatbot thanks to the bot builder

 
 
 Create chatbots and integrate them into your targeting strategy, like any other agent.
 

1 / Create a chatbot

Simply create a new user account, and choose the "bot" status.
(More information about the creation of a user account: https://help.iadvize.com/hc/en-gb/articles/203433397--Creating-or-editing-a-user-account)

 New_bot.png
 
Enter:

- The bot's name (e.g. after-sales qualification, questions about delivery) which will enable you to identify the tasks your bot should achieve.
- The bot's pseudo/nickname (that's what will appear to visitors - it is the equivalent of the username for human agents)
 
Set other communication, expertise and location settings just like you would for a traditional agent. By default, a bot can manage 50 conversations at the same time. Be careful not to increase this value above what your agents can manage if the bot transfers its conversations to them.
 

2 / Assign a scenario to the bot

Once the "bot" operator is created, you can access the "Bot Builder" from this edit page or from the list of operators directly via the bot icon.

 
Cards are available to create the bot's scenario. Drag & drop them one under the other and you will build the tree of discussions for your bot.
 
available_cards.png
 
 

2.1/ “Send a text” Card 

 
 
The bot can only state a simple text.
To do this, enter a text up to 320 characters.
It is possible to include tags in the text {OP_pseudo} that will display known data.
The inserted urls will be clickable in the visitors' chatbox and will open in a new tab of the browser.

2.2/ “Ask an open-ended question” Card 

open-ended_question.png
 
 - Open-ended question
Ask your question into "the bot asks" section. 
The bot will wait for the visitor's response before proceeding to the next stage of the scenario and will record the data collected temporarily, depending on the name or the email you have defined here.
 
It will be possible to re-use this data in the successive stages of the scenario by calling it via the tag {data_name}.
 
open-ended_question_2.png
 
 

2.3/ “Ask a multiple choice question” Card 

 multiple_choices_question.png
 
 - Multiple choice question
Ask your question.
The bot will offer up to 3 choices that you define here.
Each choice can not exceed 20 characters.
 
After the card is saved, color zones appear in the "Bot Editor" corresponding to each of the proposals. For each of them, drag and drop a new map to continue the scenario.
 

2.4/ Send a link” Card

 
04_send_a_link.png
 
The bot can automatically open a url page, in a new tab.
 

2.5/ “Transfer to a human” Card 

transfer.png
 
The bot can transfer the discussion to human agents.
Choose the routing rule to which the bot should transfer the discussion.
 
Enter the message you wish to send before closing when transfer is not possible.
 
 

2.6/ Import and Export a scenario in JSON 

From the settings tab, you can import a bot scenario in JSON format or export the scenario you are building.
 Import-export.png
Screen_Shot_2017-08-31_at_15.36.36.png

Here is an example of the format :

{
"data": {
"isAvailableIfOnlyOperatorAreAvailable": true,
"cards": [
{
"card_id": "bc28d763-52cc-436e-bf2a-7de6404e70d0",
"type": "card_talk_text",
"talkType": "text",
"text": "Bonjour"
},
{
"card_id": "c5eaaf18-c719-4632-9c4f-3f7c30995335",
"type": "card_talk_text",
"talkType": "text",
"text": "je suis le Bot Cooktoys, à votre service !"
},
{
"card_id": "43cf15a5-f215-4690-ad39-0d6c0dda874c",
"type": "card_ask_multiple",
"askType": "multiple",
"choices": [
"Un produit",
"Une commande passée",
"Un retour"
],
"text": "Votre question concerne :",
"variable": null
},
{
"card_id": "ba9f2cec-fc34-4a6f-ba89-8cf03283066c",
"type": "card_ask_open",
"askType": "open",
"text": "Si vous la connaissez, quelle est la référence du produit concerné ? (XX-123-XX)",
"variable": "referenceproduit"
},
{
"card_id": "5f81eafc-de62-4282-b404-9810193702c4",
"type": "card_talk_text",
"talkType": "text",
"text": "Merci, je vais maintenant vous transférer à un Agent :) "
},
{
"card_id": "ddbaac4e-524b-4bc6-9446-d177d412e866",
"type": "card_action_transfer_human",
"actionType": "transfer",
"distribution_rule_id": "243d634d-cc71-4a38-aa62-78ac252ee460",
"distribution_rule_name": "Cooktoys",
"messageBeforeClosing": null,
"retryFiveTimesAndCloseConversation": true
},
{
"card_id": "7ce3d3cf-190a-4333-b9ac-aee1883f85f0",
"type": "card_ask_open",
"askType": "open",
"text": "Très bien, quel est le numéro de la commande ? (123-XX-456)",
"variable": "commande"
},
{
"card_id": "d59aefec-10f9-4a7e-9092-d0424ab13840",
"type": "card_talk_text",
"talkType": "text",
"text": "Merci, je vais maintenant vous transférer à un Agent Cooktoys."
},
{
"card_id": "0f85a805-65dd-40d1-85e6-bc0e3401395f",
"type": "card_action_transfer_human",
"actionType": "transfer",
"distribution_rule_id": "243d634d-cc71-4a38-aa62-78ac252ee460",
"distribution_rule_name": "Cooktoys",
"messageBeforeClosing": "Tous nos agents sont actuellement en conversation, nous vous proposons de nous contacter sur notre page Facebook www.facebook.com/cooktoys",
"retryFiveTimesAndCloseConversation": true
},
{
"card_id": "7cca7cbb-1a9f-4907-b66b-03e0843c18b6",
"type": "card_ask_multiple",
"askType": "multiple",
"choices": [
"Non, merci",
"Parler à un Agent"
],
"text": "Vous trouverez sur cette page www.cooktoys.com/retours nos conditions d'échange, ainsi que le suivi de vos retours. Avez-vous d'autres questions ?",
"variable": null
},
{
"card_id": "6bdbd8e8-76cb-48db-8723-a7eb71c5a727",
"type": "card_talk_text",
"talkType": "text",
"text": "Merci et à bientôt sur Cooktoys"
},
{
"card_id": "3d0dc21b-2bf9-415b-ad27-4ea14398bf2a",
"type": "card_action_transfer_human",
"actionType": "transfer",
"distribution_rule_id": "243d634d-cc71-4a38-aa62-78ac252ee460",
"distribution_rule_name": "Cooktoys",
"messageBeforeClosing": "Veuillez nous excuser, tous nos Agents sont occupés. Vous pouvez nous contacter via notre page Facebook www.facebook.com/cooktoys",
"retryFiveTimesAndCloseConversation": true
}
],
"cardLinks": [
{
"cardLink_id": "1",
"in_card_id": "bc28d763-52cc-436e-bf2a-7de6404e70d0",
"out_cardLink_id_1": "2",
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "2",
"in_card_id": "c5eaaf18-c719-4632-9c4f-3f7c30995335",
"out_cardLink_id_1": "3",
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "3",
"in_card_id": "43cf15a5-f215-4690-ad39-0d6c0dda874c",
"out_cardLink_id_1": "4",
"out_cardLink_id_2": "7",
"out_cardLink_id_3": "10"
},
{
"cardLink_id": "4",
"in_card_id": "ba9f2cec-fc34-4a6f-ba89-8cf03283066c",
"out_cardLink_id_1": "5",
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "5",
"in_card_id": "5f81eafc-de62-4282-b404-9810193702c4",
"out_cardLink_id_1": "6",
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "6",
"in_card_id": "ddbaac4e-524b-4bc6-9446-d177d412e866",
"out_cardLink_id_1": null,
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "7",
"in_card_id": "7ce3d3cf-190a-4333-b9ac-aee1883f85f0",
"out_cardLink_id_1": "8",
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "8",
"in_card_id": "d59aefec-10f9-4a7e-9092-d0424ab13840",
"out_cardLink_id_1": "9",
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "9",
"in_card_id": "0f85a805-65dd-40d1-85e6-bc0e3401395f",
"out_cardLink_id_1": null,
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "10",
"in_card_id": "7cca7cbb-1a9f-4907-b66b-03e0843c18b6",
"out_cardLink_id_1": "11",
"out_cardLink_id_2": "12",
"out_cardLink_id_3": null
},
{
"cardLink_id": "11",
"in_card_id": "6bdbd8e8-76cb-48db-8723-a7eb71c5a727",
"out_cardLink_id_1": null,
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
},
{
"cardLink_id": "12",
"in_card_id": "3d0dc21b-2bf9-415b-ad27-4ea14398bf2a",
"out_cardLink_id_1": null,
"out_cardLink_id_2": null,
"out_cardLink_id_3": null
}
]
},
"metadata": {
"name": "CookBot",
"website_id": "ha-3347",
"operator_id": "ha-195685"
}
}

3/ How to include the bot in your discussion strategy?

To make your bot interact on your web channel, include it into your targeting and distribution strategies as a traditional agent.

End of conversations:
The bot will automatically close the discussion after 5 minutes of inactivity.
 
  

4/ What statistics are available from the iAdvize Administration ?

The bot is a type of operator in the same way as an administrator or an expert for example.
This means that statistics are available by "agent" in the report filter.

Here you will find a reminder of the statistics of the activity report: Info stats
The content of a conversation managed by a bot is therefore available.

 

5/ Bots availability

If there is at least one transfer card in a bot scenario, it will be available only if operators in the target group of the transfer card are also available. Thus the bot will not try to escalate to human agents when none is there.

If you want at least one bot available, you can use a cascading routing rule with a redirecting bot first, then a bot without any transfer card.

6/ Resources

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