Chatbot examples

• "Start Conversation": "Immediately". The chatbot greets customers as soon as they open the chat widget.
• "Show to users who are": "Everyone".

Prerequisites: A "VIP" customer segment and a "Billing" and a "Technical" team.

1. "By customer segment": Add the "VIP" segment.
   • VIP: "Send message": "Hi! You're a VIP customer, so an agent will help you right away." Then "Create ticket" with "Priority" set to high.
   • All others: Continue to step 2.
2. "Send message": "Hi! 👋 Let's get you to the right person."
3. "Add delay": 2 "Seconds", so the messages don't appear all at once.
4. "By business hours":
   • During business hours: "Send message": "Our team is online and will reply in a few minutes."
   • Outside business hours: "Send message": "We're offline now. Leave your question and we'll reply by email."
   • Connect both messages to step 5.
5. "Give choices": "What do you need help with?" with "Billing", "Technical issue" and "Something else".
6. "Create ticket": One for each choice:
   • Billing: "Assign team" set to Billing.
   • Technical issue: "Assign team" set to Technical.
   • Something else: No team, so any agent can pick it up.

• Bot: Hi! 👋 Let's get you to the right person.
• Bot: Our team is online and will reply in a few minutes.
• Bot: What do you need help with? [Billing] [Technical issue] [Something else]
• Customer: clicks Billing

In the inbox, the ticket arrives assigned to the Billing team.

Prerequisites: At least two published help center articles, for example "How to change your plan" and "How billing works".

The workflow: Go to "Chatbots", click "Add" and select "Workflow". Name it "Collect question".

1. "Send message": "Tell us what you're looking for and we'll get back to you."
2. "User message": Waits for the customer's question. Click the ellipsis icon, select "Add Timeout" and enter the minutes to wait.
3. "Create ticket" on each branch:
   • If user responds: A regular ticket with the customer's question.
   • If user does not respond: "Status" set to Pending and the tag "No reply", so agents know they need to write first.
4. Click "Publish workflow". Only published workflows can be selected in "Call Workflow".

The chatbot: Click "Add" and select "Chatbot". Name it "FAQs".

• "Start Conversation": "When user starts a chat". The chatbot starts when the customer starts a new conversation.
• "Show to users who are": "Everyone".

1. "By URL": Click "Add URL" and enter your help center URL, exactly as it appears in the browser.
   • Your help center URL: "Show articles" with your billing articles.
   • All others: "Show articles" with a general article, for example "welcome".
2. "Give choices": Connect both "Show articles" blocks to it. Ask "Did this answer your question?" with "Yes, thanks!" and "No, I need help".
3. Yes, thanks!: "Create ticket" with "Status" set to Closed, so the conversation is saved but nobody needs to reply.
4. No, I need help: "Call Workflow" with "Collect question". The workflow asks for the question and creates the ticket.
5. Click "Publish chatbot".

• Customer: opens the chat on the help center home page
• Bot: How to change your plan · How billing works
• Bot: Did this answer your question? [Yes, thanks!] [No, I need help]
• Customer: clicks No, I need help
• Bot: Tell us what you're looking for and we'll get back to you.
• Customer: Can I pay yearly instead of monthly?

In the inbox, the ticket arrives with the whole conversation. Customers who clicked "Yes, thanks!" leave a Closed ticket, and customers who never replied leave a Pending ticket tagged "No reply".

• "Start Conversation": "When user clicks an element". In "Element Selector", enter the button's selector, for example #talk-to-sales. Your developers can give it to you.
• "Show to users who are": "Visitors", so only people who aren't customers yet see it.
• How to find the button's selector: The selector tells Atlas which element on your page starts the chatbot. The easiest way is to give the button an id in your page's code, for example <button id="talk-to-sales">, and enter #talk-to-sales (a hash followed by the id). Ask your developers to add the id or to confirm the selector.
• Where it works: The chatbot starts only on pages where the Atlas chat widget is installed, and only after you publish it.

Prerequisites: The Atlas chat widget is installed on the page with the button (see How to install Atlas on your website or app), and a ticket custom field called "Company size" exists.

1. "Create form": Add these inputs:
   • "Name" ("Text").
   • "Workemail" ("Email").
   • "Company size" ("List") with "1-10", "11-50", "51-200" and "200+".
2. Click "Update Mappings" and map the answers:
   • "Name" to Customer.FirstName.
   • "Workemail" to Customer.Email.
   • "Company size" to Ticket.Company size.
3. "Code branching": Decide the path from the company size. Add the outputs "Sales" and "Self-serve":

The code looks for "200+" and "51-200", so if you rename a company size option, update the code too. The outputs "Sales" and "Self-serve" must be spelled exactly as the code returns them.

4. Connect each output. "Create ticket" ends the conversation, so add "Send message" before it:
   • Sales: "Send message" thanking the customer, then "Create ticket" with "Status" set to Open and the tag "Sales".
   • Self-serve: "Send message" with a link to your help center, then "Create ticket" with "Status" set to Closed and the tag "Self-serve", so it's logged without adding work for agents.
   • If the code fails: "Send message" saying the team will get back to them, then "Create ticket" with "Status" set to Pending and the tag "Needs review", so a person checks every lead the code couldn't sort.

• Customer: clicks Talk to sales
• Bot: shows the form: name, work email, company size
• Customer: fills it in and selects 200+
• Bot: Thanks for your interest! Our sales team will review your details and get back to you by email within one business day.

The ticket arrives in the inbox with the tag "Sales", the form answers in the conversation, and "Company size" filled in. A customer who selects 1-10 gets the self-serve message instead, and the ticket is tagged "Self-serve".

• "Start Conversation": "Via SDK". Your app starts the chatbot when the customer clicks "Help" on the "Orders" page:

• "Chatbot key": order_help. Atlas creates the key from the chatbot's name and you can't edit it, so name the chatbot "Order help".
• "Show to users who are": "Customers", so only identified customers see it.

Prerequisites: An API template that gets an order's status from your system (see How to create and manage API templates) and a published "Returns" workflow. To see how we created both for this example, watch the Supademos below the example.

1. "Give choices": "What do you need?" with "Where is my order?" and "I want to return it". Each choice has its own branch.
2. "Where is my order?" branch, "API": Select your order status API template. Under output variables, save the order status and the delivery date in two variables, for example order_status and delivery_date.
   • If the action succeeds, "Send message": "Your order is {{order_status}} and should arrive on {{delivery_date}}."
   • If the action fails, "Send message": "I couldn't check your order right now. An agent will help you." Then end with "Create ticket" so an agent can check the order.
3. "I want to return it" branch, "Call Workflow": Select the "Returns" workflow. It runs all its steps here, so you don't build them again.
4. "Create ticket": End each path with a ticket, so the agent sees the whole history.

• Customer: clicks Help on the Orders page
• Bot: What do you need? [Where is my order?] [I want to return it]
• Customer: clicks Where is my order?
• Bot: Your order is on its way and should arrive on 2026-10-23.