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.
• "Restrict to certain pages": Your pricing page.

1. "Create form": Add these inputs:
   • "What's your name?" ("Text"), mapped to Customer.FullName.
   • "Work email" ("Email"), mapped to Customer.email.
   • "Phone" ("Phone"), optional.
   • "Company size" ("List") with "1–10", "11–50", "51–200" and "200+".
2. "Code branching": Decide the path from the company size. Add the outputs "Sales" and "Self-serve":

3. Connect each output:
   • Sales: "Create ticket" with "Assign team" set to Sales and the tag "Lead".
   • Self-serve: "Show articles" with your getting-started guides.
   • Error: "Create ticket" for the Sales team, so no lead is lost.

• Customer: clicks Talk to sales on the pricing page
• Bot: shows the form: name, work email, phone, company size
• Customer: fills it in and selects 200+
• Bot: Thanks! Someone from our sales team will contact you shortly.

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

• "Chatbot key": order_help.

Prerequisites: An API template that gets an order's status from your system, a published "Returns" workflow, and a list custom field with the customer's recent orders, for example Customer.recent_orders.

1. "Dynamic choices": "Which order do you need help with?" with the variable Customer.recent_orders. The customer sees their own orders as options.
2. "Create form": "What do you need?" ("List") with "Where is my order?" and "I want to return it".
3. "API": Select your order status API template. Save the response in variables, for example order_status and delivery_date.
   • If the action fails: "Create ticket" so an agent can check the order.
4. "Code": Turn the delivery date into a friendly format, for example "Friday, October 23".
5. "Send message": "Your order is {{order_status}} and should arrive on {{delivery_date}}."
6. If the customer wants a return, "Call Workflow": select the "Returns" workflow. It runs all its steps here, so you don't build them again.
7. "Create ticket": End the conversation with a ticket, so the agent sees the whole history.

• Customer: clicks Help on the Orders page
• Bot: Which order do you need help with? [#1042 · Desk lamp] [#1038 · Coffee mug]
• Customer: clicks #1042
• 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 Friday, October 23.