How can I automate the chatbot of Conversations?

Important notice: Conversations feature

Please note: As of now, it is no longer possible to purchase the Conversations feature new within MailBlue. Existing customers currently using Conversations can continue to use the feature as usual.


Each Conversations account comes with a pre-configured Chatbot automation. This simple funnel helps in real-time support by automating initial contact moments, collecting data, and qualifying leads before one of your team members takes over. Using a Chatbot automation ensures timely and positive customer experience, 24 hours a day.

This article provides more information on the triggers and actions available with the Chatbot automation and how to customise the automation to best fit your business needs.

In this article:

Please note:

  • For existing Conversations accounts, your auto-reply messages, capture forms, and follow-up messages have been migrated to the new Chatbot automation builder to reflect your previous configuration.
  • The Chatbot automation can be accessed and managed via 'Conversations' > 'Conversation settings' in your MailBlue account.
  • The Chatbot automation is only available for the WebChat channel.
  • There can only be one Chatbot automation per account.
  • You can only use one trigger to start a Chatbot automation.
  • You can have up to 100 actions in a Chatbot automation.

How to access the Conversations Chatbot automation?

To access the Chatbot automation:

  1. Click on 'Settings' in the left menu.
  2. Click on the option 'Conversations'.
  3. Click on 'Chatbot automation'.

Once the automation loads, you will see there is a trigger and a number of actions for the automation. You can then work with what is already standardly configured or customise the automation by using a different trigger, updating the current actions, adding actions, or removing actions.

Triggers and actions for the Chatbot Automation

In this section, you will learn more about the different triggers and actions available with the Chatbot automation.

 

Chatbot automation triggers

A trigger is a condition that starts your automation. It specifies how a visitor enters the automation, allowing them to go through the automation.

There are two triggers available for Chatbot automation. Please note that only one trigger can be used. The two triggers you can choose from are:

  • Visitor clicks on the chat widget
    The automation starts when a visitor clicks on the chat widget.
  • Visitor sends a message
    The automation starts when a visitor sends their first message via the chat widget.

Chatbot automation actions

Actions are a series of processes that a visitor goes through once they enter the automation. With each step a visitor takes in the automation, the corresponding action is executed.

There are four actions you can use in a Chatbot automation. Please note: you can use up to a maximum of 100 actions in your automation. The following actions are available in the Chatbot automation:

  • Text block
    This action displays a standard message that you write for the site visitor.
  • Question block
    This action allows you to collect visitor data and track the conversation flow.
  • Form block
    This action asks the visitor to fill in their personal details via a web chat form.
  • Start an automation
    This action adds the visitor to an automation in your MailBlue account. Please note that you need to request the visitor's email address. This is required before they can be added to another automation.

Chatbot visitor actions

Visitor actions are conditions that a visitor must meet to proceed to the next step in your automation. These actions are located at the top of each action block.

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You can use the following visitor actions:

  • No visitor action needed
    The block starts immediately after the previous block.
  • The visitor sends a message
    The block starts when a visitor types and sends a message via the web chat.
  • The visitor submits a form
    The block starts when a visitor submits the form from the previous block.
  • The visitor responds to a question
    The block starts when a visitor provides an answer to the question from the previous block.

How to adjust the trigger in a Chatbot automation?

To use a different trigger in the Chatbot automation:

  1. Click on the block named 'Trigger' at the top of the automation.
  2. A 'Select Trigger' pop-up will appear. Click on the trigger you want to use to start the automation.

The updated trigger will be automatically saved.

How do I add actions to the Chatbot automation?

You can add up to a maximum of 100 actions to a Chatbot automation.

     1.   Click on the plus sign (+) where you want to insert the action.
     2.   A 'Select a block' pop-up will appear. Click on the block you want to add to the automation. You can choose from one of the following options:

  • Text Block
    Type the text you want to show to the website visitor. Click the 'Save' button when you're done.

  • Question Block
    Click on the 'Visitor Action' dropdown and select the action the visitor needs to take to display the question.
    • Type the question in the designated 'Question' field. This field is an open text field. This text will be sent to the visitor to request an answer based on the field type you select.
    • Click on the 'Save in contact field' search field. You will see an option 'Do not save' and field group names. When you click on a field group, a list of options will be displayed for saving the visitor's response. The field type is indicated next to the field name. You will also see the number of answer options for dropdown, radio button, list box, and checkbox.
    • Select branching options. If you select the field types: do not save, dropdown, or radio button, you can also use branching options. Branching options will guide visitors to different paths in the chatbot automation, depending on how they have answered your question.
    • 'Answer options' are editable. They show what the visitor will see in the chat widget.
    • The 'Save in' column displays the custom field and the answer option where the response will be stored in the contact profile.
    • The 'Next Block' column shows the branching routes a visitor will take (i.e., path A, B, C, etc.).

  • Form Block
    • Click on the 'Visitor Action' dropdown and select the action the visitor needs to take to view the form.
    • Click on the 'Add Form Type' link and then click on the field you want to display in the form. Click the checkbox 'Required' to make the field mandatory.
    • You can hide the visitor's webchat composer until they submit the form. To do this, click on the 'Disable the visitor's webchat composer until the form is submitted' checkbox.
    • Click the 'Save' button when you're done.

  • Start an Automation Block
    • Click on the 'Select an automation to start in' dropdown and then click on the automation you want to add visitors to.
    • Visitors can only be added to an automation if you have requested their email address through the form block.
    • Click the 'Save' button when you're done.

     3.  You can rename each block you add to the automation. To do this, click on the block you want to edit. Then click on the edit icon (pencil) next to the block name. Type the new name in the designated field and click the 'Save' button.

How to edit actions in Chatbot Automation?

You can edit any action in the Chatbot automation. To do this, click on the block you want to modify.

Text Block

You can adjust the following options in a text block:

  • Displayed Message
    To update the message in a text block, click in the 'Text' field and type the new message. Once you're done, click the 'Save' button.
  • Block Name
    You can also adjust the name of the text block. Click on the edit icon (pencil) next to the block name. Type the name you want to use for this block in the field and then click 'Save'.

Question Block

  • Question
    To update the question in a question block, click on the designated 'Question' field and type the new question. Once you're done, click on the 'Save' button.
  • Save in contact field
    • The 'Do not save' option is selected by default. This means that the answer the visitor provides to your questions will not be saved. This option is mainly used to help you enhance the conversation with the contact. For example, you can ask them if they would like to chat with your sales team or support team. They would then follow the appropriate path based on their answer.
    • You can also choose to assign the visitor's answer to a field and save the data in their contact profile. To do this, click on the 'Save in contact field' dropdown, select the field group, and then click on the field name you wish to use.
  • Branching options
    • 'Edit answer options': This is what the visitor will see in the chat window. To edit one of the answer options, click on the option you want to edit and type the text you want to display. In the 'Save in' column on the right, you will see the field name and the associated answer option.
    • 'Edit Next block': This is the automation path linked to the answer option. Click on the dropdown with paths for the answer option you want to update. Click on the new path that a visitor should follow.
    • To rearrange the order of answer options, click on the dots next to the path name and drag it to the desired position.
    • To delete an answer option, click on the cross (X) next to the answer option you want to remove.

Form block

You can customize the following options in a form block:

  • Displayed form fields
    To update the fields in a form block, click on 'Add a form type' and then click on the form field you wish to use. You can choose from: Full name, Phone number, and Account. It is not possible to collect other information with the form block.
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  • Delete fields
    To remove a field from the form block, click on the cross (X) in front of the field.
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  • Make fields mandatory or optional
    You can make each form field mandatory. To do this, click on the 'Required' box for the field. To make a field optional, uncheck the 'Required' box.
  • Disable visitor's Webchat component
    You can temporarily disable the visitor's Webchat composer until they submit the form. This means the visitor must submit the form before the conversation continues. To enable this setting, click on the 'Disable visitor's Webchat composer until the form is submitted' box.

Start an automation block

You can customize the automations that a visitor will enter. To have a visitor enter a different automation, click on the 'Select an automation to start' dropdown. Then, click on the automation you want to add the visitor to. Remember, you can only add visitors to an automation if they have provided their email address to you via the form block.

How to remove actions from the Chatbot automation?

To remove an action from the Chatbot automation, hover your mouse over the action you want to delete. Then click on the 'Delete' button.

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A confirmation pop-up 'Delete block' will appear. Click on the 'Delete block' button.

Disabling Chatbot automation

You can disable the Chatbot automation at any time. Once the automation is turned off, visitors will no longer follow the automation. Additionally, you will not be able to use a form to collect personal information, such as full name or email address, from visitors.
To disable the Chatbot automation, click on the toggle to set it to the 'Off' position. When the automation is off, the toggle will be red and show a cross.

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To re-enable the Chatbot automation, click on the toggle to set it to the 'On' position.
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