Panel

Automation

The Automation section is the place that allows you to set up automatic messaging in the chat, as well as create Bots, which will be able to handle the most common inquiries asked by your visitors.

 


Please note that some of the pre-made Automations and/or Bots are available on Shopify only.
 


 

  1. The Automation interface
  2. Creating a new Bot or Automation
  3. Managing existing Bots or Automations
  4. The Bots Launcher
  5. Troubleshooting

The Automation interface

The Automation section is divided into 3 main panels: Explore, Bots Launcher, and Manage.

Explore

This panel allows you to quickly add a Bot or automatic message, which you can choose from a list of the most common scenarios. The templates are grouped thematically, based on what they do and when they're triggered.

Each template from the list is added by a quick setup guide, which asks what the messages should say.

The Bots Launcher

The chat has the option to start with a small introduction from your Bot, allowing the visitor to choose how to proceed. The Bots Launcher panel allows to set custom messages, as well as add some graphics to make it more personalised.

To find out more about how to set up the Bots Launcher, please go to this part of the article.

Manage

The Manage panel allows to check, edit, turn off, or delete your currently added Automations and Bots. It also contains stats on how many times each particular Automation/Bot was triggered or used by the visitors.

You’ll find more information on how to manage the active Automations in this part of the article.

 

Creating a new Bot or Automation

Adding a new Bot or Automation can be done in two ways: you can use a ready template or build your very own Automation/Bot from scratch.

 

If you wish to use one of the templates, go to the Explore panel at the top – this will open a list of the most popular and most commonly used scenarios, grouped into categories to help you find them easily.

After choosing a template, click on the Add button on the right side – this will open a quick setup tour, allowing you to define the text that will be shown to the visitors (if you choose one of the Shopify-specific Bots, clicking the Add button will ask to connect the Bot with your Shopify store).

Creating a Bot manually allows you to build your own scenario using nodes, which represent the actions for a particular moment/step.

 

This is done on a grid which allows you to add and connect all of the different nodes (triggers, conditions, and actions). This is where you create your "map" – a chain of events that can take place on the visitor’s side.

An Automation always has to start with a trigger – something the visitor needs to do to start this particular Automation.

Once you have the starting point specified, you can add and connect the actions that should take place after the trigger has occurred. Since the grid shows the logical chain of events, the actions need to be connected in a chronological order; the line that’s connecting them needs to be drawn from the action to the reaction that follows.

The basic scenarios usually consist of just a trigger and a following action, but you can also build more complex reactions by using conditions. Conditions filter out the path for the actions, making them target things like the country, operating system, or even specific names. Each condition branches out with a Yes and No path, allowing you to set a different action for each path.

Conditions have their own internal settings, allowing you to specify if they should target the specific element, omit it, or work as a wild card.

The tool also allows to create an interactive scenario, where the visitor needs to choose an appropriate option or provide some details to move on with the inquiry. These can be done by using the action nodes ‘Make a decision’ and ‘Ask a question.’

‘Make a decision’ asks the visitor to select an pre-prepared option, allowing to build (for example) a FAQ Bot that will give a pre-prepared answer to a selected question. The node allows you to create a list of selectable options, which branch out of the node to connect with appropriate actions.

‘Ask a question’ will allow the visitor to manually type in a reply to a pre-prepared question. The node also allows setting up a validation option to make sure the person types in exactly what you need (e.g. if you request an e-mail address, the validation can check if it’s indeed an e-mail address or just random text).

Managing existing Bots or Automations

Once you add at least one Bot or Automation, it will be listed in the Manage panel. The panel will group everything according to the used triggers, allowing you to quickly navigate and find the one that’s responsible for a particular action.

Once you’ll click on one of the added Automations/Bots, the right side of the panel will show its current usage statistics, as well as the options to edit, turn off, or delete the particular Automation.

Each Automation can be turned off temporarily. You can also choose if the Automation should work when none of the operators are online.

The Bots Launcher

To make the chat start off with a short introduction by your Bot, you can set up a launcher that can show all of the possible Bot scenarios, so the visitor can choose the question they want to ask.

The Bots Launcher can consist of a text message, an image/gif, and the automatic scenarios that you currently have added in the Manage panel (they will show as clickable buttons).

In order for the Automation/Bot to appear as a selectable option in the Launcher, you need to add a ‘Visitor clicks the bots button’ trigger in the Automation, making it one of the starting points on the grid.

The trigger also allows you to name the button – this is what the visitor will see in the Launcher's list.

Troubleshooting

If the Bot or Automation doesn’t seem to appear or still shows an old message, please open your website in a new private/incognito window – the chat widget saves the past visits and data in the browser's local storage, so you’ll need to test the new setup in a clean session.

If you encounter any other issues with the Bots or Automations, please reach out to us at [email protected] or by using the chat in the bottom-right corner of our website.

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