Chatbot Guide
Chatbots are automated conversational agents that interact with your customers across messaging channels - answering questions, guiding users through processes, and seamlessly handing off to human agents when needed.
This guide covers everything you need to know about creating and managing chatbots in Convrs, from designing conversation flows to configuring chatbot settings.
What is a Chatbot?
A chatbot is a computer program that simulates human conversation, enabling automated interactions with customers through text or voice. In Convrs, chatbots serve as the first point of contact for your customers across all connected messaging channels.
Key Benefits of Chatbots
- 24/7 Availability - Chatbots work around the clock, providing instant responses even outside business hours.
- Instant Response - Customers receive immediate answers to common questions without waiting for an available agent.
- Scalability - A single chatbot can handle multiple conversations simultaneously, reducing wait times during peak periods.
- Consistency - Every customer receives the same accurate information, ensuring consistent service quality.
- Agent Efficiency - By handling routine inquiries, chatbots free up human agents to focus on complex issues that require personal attention.
- Lead Qualification - Chatbots can gather customer information and qualify leads before routing to the appropriate team.
What is a Conversation Flow?
A conversation flow (or simply "flow") is the structured path that defines how your chatbot interacts with users. Think of it as a decision tree where each user response leads to a different branch of the conversation.
Flow Concepts
- Messages (Nodes) - Individual pieces of content the chatbot sends to users. These can be text messages, images, web links, or interactive buttons.
- Connections - The paths between messages that determine the conversation sequence. A message can have multiple outgoing connections, each triggered by different user responses.
- Quick Reply Buttons - Predefined response options that users can tap instead of typing, guiding them down specific conversation paths.
- Keywords - Trigger words that users can type to jump to specific parts of the flow, like "menu" or "help".
- Routes - Named destinations within a flow that can be reached from multiple paths, enabling reusable conversation segments.
- Handoff - The point where the chatbot transfers the conversation to a human agent, also known as escalation.
How Flows Work
When a customer sends a message, the chatbot follows the flow to determine the appropriate response:
- The conversation begins at the Start Message - typically a greeting or welcome message.
- Based on the user's response, the chatbot follows the appropriate connection to the next message.
- If the user types a recognized keyword, the flow can jump directly to that keyword's connected message.
- The conversation continues until it reaches an endpoint, such as a Route to Agent node or the user's question is answered.
- If the chatbot doesn't understand the user's input, it sends a "confusion" message asking for clarification.
Getting Started with Chatbots
Creating an effective chatbot involves three main steps: designing your conversation flow, creating the chatbot, and configuring its settings.
Design Your Flow
Plan and build the conversation paths your chatbot will follow.
Steps:
- Navigate to Flows in the main menu and create a new flow.
- Use the visual Flow Editor to add messages and connect them together.
- Add quick reply buttons to guide users through predefined paths.
- Include Route to Agent nodes where human assistance may be needed.
- Configure default messages for scenarios like "agent busy" or "out of hours".
- Save your flow when complete.
- Start simple - begin with common questions and expand over time.
- Use keywords for quick navigation, like "menu" to return to the main options.
- Always provide a path to human agents for complex inquiries.
- Test your flow thoroughly before connecting it to a chatbot.
Create Your Chatbot
Set up a new chatbot and connect it to a messaging channel.
Steps:
- Navigate to Bots in the main menu.
- Click Create New Bot.
- Enter a name for your chatbot.
- Select the messaging channel (WhatsApp, Messenger, Web Chat, etc.).
- Assign your conversation flow to the chatbot.
- Configure the Business Unit for agent routing.
Result: Your chatbot is created and ready for configuration.
Configure Settings
Fine-tune your chatbot's behavior and responses.
Steps:
- Open your chatbot from the All Bots list.
- Review and update the chatbot settings.
- Configure channel-specific options if applicable.
- Test the chatbot to ensure it behaves as expected.
Chatbot Message Types
Flows support various message types to create rich, interactive conversations. Understanding each type helps you design more effective chatbots.
Available Message Types
Overview of message types available in the Flow Editor.
| Message Type | Description | Use Case |
|---|---|---|
| Text Message | Simple text content with optional quick reply buttons | Greetings, information, questions with predefined answers |
| Keyword | Triggers when user types a specific word | Menu navigation, shortcuts like "help" or "agent" |
| Web Link | Message with a clickable URL button | Directing users to websites, forms, or resources |
| Image | Picture content | Product images, diagrams, promotional content |
| Route to Agent | Hands conversation to a human agent | Complex inquiries, complaints, sales conversations |
| User Details | Requests email or phone using native platform features | Lead capture, contact verification |
| Logic Block | Custom JavaScript for advanced decision-making | Integrations, calculations, conditional routing |
| AI FAQ | AI-powered question answering from a knowledge base | Automated support for frequently asked questions |
Best Practices
Follow these guidelines to create chatbots that provide excellent customer experiences.
Conversation Design Tips
Guidelines for designing effective chatbot conversations.
- Keep messages concise - Short, focused messages are easier to read on mobile devices.
- Use a friendly tone - Write in a conversational style that matches your brand voice.
- Provide clear options - Use quick reply buttons to guide users and reduce confusion.
- Handle errors gracefully - When the bot doesn't understand, provide helpful suggestions rather than generic error messages.
- End with a call to action - Each message should guide the user toward the next step.
- Plan for edge cases - Consider what happens when users go off-script or ask unexpected questions.
- Always offer human help - Make it easy for users to reach a human agent when needed.
- Test extensively - Walk through every conversation path before going live.
Common Mistakes to Avoid
Pitfalls to watch out for when building chatbots.
- Too many options - Presenting too many choices at once overwhelms users. Limit to 3-4 options per message.
- Dead ends - Every conversation path should lead somewhere useful, not a dead end.
- No escape route - Users should always be able to reach the main menu or a human agent.
- Robotic language - Avoid stiff, formal language that feels impersonal.
- Ignoring context - Consider what the user has already told the bot to avoid repetitive questions.
- Overcomplicating flows - Start simple and add complexity based on real user needs.
Channel Considerations
Different messaging channels have unique features and limitations. Consider these when designing your chatbot.
Channel-Specific Features
How chatbot capabilities vary across messaging channels.
| Channel | Notes |
|---|---|
| Limited to 3 quick reply buttons. Templates required to initiate conversations outside 24-hour window. | |
| Facebook Messenger | Supports rich media, carousels, and persistent menus. Keywords can be linked to ad campaigns. |
| Web Chat | Most flexible - supports all message types and custom styling. |
| Telegram | Supports inline buttons, images, and files. No template restrictions. |
| LINE | Supports rich menus and flex messages for interactive content. |
| SMS | Text only - no buttons or rich media. Keep messages brief due to character limits. |