Last updated: 31 March 2021
Turn any flow, step-by-step, repeatable and predictable process -- no matter how complex -- into an automated conversation with the process mapping tool.
To get you started, we will create a simple conversation.
A simple use case
In this scenario, we are creating a chatbot to help a restaurant deal with repetitive enquiries. One of the repetitive enquiries is around suitable food for individuals suffering from allergies.
Let's automate the process of asking the user for their particular allergies, then showing a set of suitable food options according to it.
Head to Chats -> Builder.
Step 1: Trigger the conversation
The chatbot management system allows you to trigger conversations using over 1,000 events. For simplicity, we will use a simple one: the user says 'allergies'.
Hit Create conversation in the top right.
Give your conversation a name.
Describe the purpose of your conversation.
In the Trigger dropdown, select Message.
In the follow-up dropdown, select Equals.
In the field, type allergies.
As you hit save, the conversation is created. Along with the trigger you set up, it has an example first step called 'Step One'.
Step 2: Edit your first step
At the moment, your first step says 'An example message'. Not exactly what we're after!
Edit the content of this message:
Click the Options button in the top right.
In the panel, click Message content.
Rewrite the content of the message to fit our scenario.
For example: ‘Our menu includes food suitable for various dietary requirements. Which allergy do you suffer from?’
Step 3: Create the next step
It's now time to wrap the process up.
We've asked our users about their allergies. Depending on their answer, the chatbot needs to send a different message.
For simplicity, let's focus on two allergies for now: shellfish and gluten.
Below the existing step, click the + button to add a new step to the conversation.
Give the step a name (for internal use).
In the event dropdown, just like before, select Message -> Equals -> shellfish.
Write a short message about the amazing shellfish-free food you have on your pretend menu.
Go back to your conversation's overview and see as it begins to form.
Let's add an alternative step.
Step 4: Add a simple branch
So far, we've only programmed the chatbot to answer the shellfish allergy concern. We need to programme a slightly different answer if the user has a gluten allergy.
On the right side of the last step, click the + button.
Give your step a name (for internal use)
In the event dropdown, just like before, select Message -> Equals -> gluten.
Write a short message about the amazing gluten-free food you have on your pretend menu.
Go back to your conversation overview. It is now clear that, depending on what the user will respond to the allergy question, they will go down a slightly different route in this process.
Step 5: Test your conversation
On paper, this looks great. What does the experience feel like in the actual chatbot? Let's find out.
In the main platform menu, head to Demo.
Inside your demo chatbot, send the keyword you've programmed (if you've followed this step-by-step, it should be allergies).
Go through the conversation. Test both branch by answering either ‘shellfish’ or ‘gluten’ to the first question.
Congratulations, you’ve just created your first chatbot conversation!