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-


1. Go to "Hello" then click on Bot and then next Create a bot. 


2. Create a Bot by giving a name and description. 



3. Click on the created Bot then create an intent. An intent represents an action that the user wants to perform. You create a bot to support one or more related intents. For example, Order Pizza can be the intent name for a bot that orders pizza and drinks.




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 pizza". Multiple queries can be added.



b. Slots are sequential prompts that are given to the user. For example, a slot can be made for asking the user "Please select the size of the pizza" in the prompt. Now, the expected values that the user can answer to these prompts are saved in Slot Types. For example, a slot type Size can have values like small, medium, and large. 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 default message like "Oops I did not understand your request".


c. When all the slot prompts are finished or if slots are not created, then a confirmation response is given. For example, "Do you wish to place your order?". If the user answers YES, the closing response will be given. For example, "Thank you for placing the order". If the user answers NO, the closing response will be given. For example, "If you missed anything, you can place another order".



5. Now Save the intent. To make these updates live, click on the Build Bot option from the top. 


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



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



7. 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.



8. 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.


9. 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.