Home HELLO Contact Center How to integrate ChatBot with Hello

How to integrate ChatBot with Hello


Live chat offers human-to-human communication and adds empathy to support conversations, while chatbots elevate the support experience by offering instant answers and automating responses to support queries. Live chat and chatbots work together to provide a high-quality customer support experience to your customer. 


Steps to create a BOT-


Step 1. Go to "Hello", under the Manage option, click on Bots and 'Create Bot' button. 


Step 2. Create a Bot by giving a Name, Fallback Response, and Description. Click on Save.

Step 3. After the Bot is created, you will get a pop-up to create an Intent.

An intent represents an action that the user wants to perform on client queries. 

Or you can click on the created Bot and then, 'Create Intent' option.  For example, Restro_Brew_Intent can be the intent name for a restaurant Bot that orders soft drinks.




Step 4. Once an intent is created:-


a) Enter the possible queries in the 'Client Queries' section that the user will ask e.g. "I want to order juice". Similarly, multiple queries can be added.


b) Slots are sequential prompts that are given to the user. These questions will be asked to the user in the sequence defined. You can save the expected values that the user can answer to these questions in Slot Types.


For example:

To fulfill the intent (Order Juices), the bot will need information like Juice Type, Juice Price, Juice Quantity, etc. These will be saved under Slots.

A slot for Types_Of_Juice can have "Which juice you wish to order?" in the prompt. The expected values that the user can answer to this like Mango, Orange, etc. will be saved under Slot Types. 



c) A Slot Type contains the details that are necessary to fulfill a user's intent. You can create your own custom slot types. During a conversation, Bot prompts the user, for specific slot values. The user must provide values for all required slots before Bot can fulfill the intent.



The number of slots depends on how many steps the user has to complete in the sequence before giving the confirmation response.


Note- 

1. Slots are optional. If they are not created, the bot will directly move to Confirmation Response.

2. The slot values should exactly match the keywords that the user is expected to enter. You can also provide their synonyms to cover every possible value.

3. If the user submits any keyword that does not match the values given in the slot type/client query, the bot will give a Fallback Response like "Oops I did not understand your request".


d) Confirmation Response

– This will be sent when all the prompt responses are fulfilled by the user who initiated the chat.




e) Decline Response

– This response is sent to the user when the user declines the intent. For example, for the prompt, 'Do you want to place the order' and the user responds, 'No.'



Step 5. Under Response, you can add your closing response statement.


The Closing Response is sent to your user after their intent is fulfilled. You can use the closing response to end the conversation, or you can use it to let the user know that they can continue with another intent. For example, in a travel booking bot, you can set the closing response for the book hotel room intent to this: 'All right, I've booked your hotel room. Is there anything else I can help you with?'



Step 6. Toggle on the button to use Fulfillment. Use fulfillment messages to tell users the status of fulfilling their intent. You can define messages when fulfillment is successful, and when the intent can't be fulfilled. 


a) Create an API template

Use the options available on the left side to create & integrate an API template that is used to fulfill the intent by calling the webhook with the payload mentioned in it.


Sample JSON:
b) Select the API template from the dropdown. Map the variables as per the values you wish to pass in the statement (Slot Types).




c) You can now define messages that are sent on the Success and Failure of fulfillment.


Success Response – A message is sent when the fulfillment completes successfully.

Failure Response – A message sent if the fulfillment failed or can't be completed for some reason.



d) Now Save the intent. To make these updates live, click on the Build Bot option after that. 


Sample Webhook Response (after calling the API) post initiating the chat with the User:



Step 7.  Go to the Manage section from the sidebar and select Inboxes.  Select the Chat option from the Select Inbox dropdown at the top.



Step 8. Click on the Settings option (gear icon) on the right of the inbox card and then select the Edit Widget option.



Step 9. Select the bot that you just created from the Select Bot dropdown and click on the Update button. One bot can be enabled at a time.



Step 10. You can test the bot on the website it is integrated. Type any query that you wrote while creating the bot and send it. You should be able to see your bot responding with the intent.


Step 11. Now go check the contact center. There should already be a channel created with your message.


Note: The Bot will reply only in case when chat is unassigned.





ashish jharkhande
2, June, 2023