Welcome Bot User Manual
- Aleksandra Yakutovich
- Oleg Chaevski
About
Introducing our powerful Welcome Bot application, equipped with a fully customizable chatbot that is ready to revolutionize your customer service experience! With our user-friendly interface, you can easily adjust the chatbot's responses and tailor them to your specific needs.
Our chatbot is designed with global reach in mind, supporting multiple languages, including 20 languages by default, and providing an array of essential functions to help you streamline your customer interactions. These features include the ability to choose a language, recognize and register contacts, create callbacks activity, answer frequently asked questions, and engage in chat with live agents.
Not only does our application offer unparalleled functionality, but it's also incredibly easy to use. You can add new question categories, questions, and answers directly in the Creatio interface, without the need to open a separate chatbot business process.
Welcome Bot seamlessly integrates with multiple platforms, allowing your customers to interact with your business on their preferred channel. Communication channels supported by Welcome Bot include:
Live chat for websites
WhatsApp Business API
Instagram Direct
Facebook Messenger
Telegram
Twitter
Mobile apps
Viber
Viber Sessions
Skype
WeChat
Line
Facebook Workplace
Microsoft Teams
Creatio Customer Portals
Custom Customer Portals
By offering comprehensive support for these platforms, Welcome Bot ensures a consistent and efficient customer service experience, regardless of the communication channel your customers choose.
With the Welcome Bot, you can enhance your customer service, increase customer satisfaction, and ultimately, drive more sales. Don't wait, try it out today!
Description of the Welcome Bot
Multilingual Communication
Upon initiating a new chat, the chatbot will prompt the user to select their preferred language if the contact is not recognized. This prompt will appear if the user is initiating a chat for the first time or using a new channel. By allowing the user to choose their preferred language, the chatbot can provide a more personalized and effective communication experience.
If only one language translation is available in the system, the chatbot will not prompt the user to select from multiple language options. This feature is intended to streamline the user experience by presenting only the most relevant options based on the user's language preference. If the user accidentally selects the wrong language, they can easily change their preference by clicking the "Change Language" button located in the main menu. This additional feature ensures that users have greater control over their communication experience and helps prevent any unintentional selections.
Main Menu Functions
Personal data processing consent
The chatbot has a feature that allows it to request user consent for data sharing. This feature is important and beneficial for companies using the chatbot, as it helps them comply with personal data protection and privacy laws. Users will be prompted to provide their consent before any personal data is collected or shared during their interactions with the chatbot. This feature gives users greater control over their data and helps organizations to comply with relevant regulations. Once the user provides their consent, a confirmation message will be sent and stored in the client's contact card, providing both the user and the company with a record of the user's consent to data sharing.
Additionally, the feature can be disabled in the Welcome bot configuration if needed.
In addition, this feature can help to build trust with users by demonstrating the company's commitment to safeguarding their personal information.
Order a call
The Welcome Bot application provides users with the option to request a callback, with the initial step of identifying their contact information. If the chatbot does not recognize the contact information provided, it will prompt the user to provide an email address and perform a search for an existing contact using the provided email. If no existing contact is found, the chatbot will proceed with contact registration, which involves collecting the user's full name and creating a new contact in the Creatio system.
In addition, the chatbot will also ask the user for the phone number they wish to be contacted on and the preferred time for the callback. This added functionality ensures that the user's preferences are taken into account and that they are contacted at a time that is convenient for them.
By using the callback function with contact registration, the Welcome Bot application ensures that no potential clients or leads are missed. By collecting all the necessary information, including the user's full name, phone number, and preferred callback time, and creating a new contact in the Creatio system, the chatbot helps streamline the customer support process and allows businesses to stay connected with their customers in a more efficient and personalized manner.
Frequently asked questions (FAQ)
The FAQ function in the chatbot can greatly enhance the customer experience by providing quick and easy access to commonly asked questions. When users select the FAQ button, the Welcome Bot displays a list of categories first, followed by the selected question's answer, allowing customers to quickly find the information they need. You can add as many categories and questions as you like to the system, ensuring that your customers have access to the most up-to-date and relevant information.
It's important to note that no data is collected when users choose the Frequently Asked Questions (FAQ) feature. This is because the chatbot does not require any user data in this case, allowing the user to easily access the information they need without having to provide any personal data. If there are no categories but some questions in the system, the chatbot skips the category selection step and offers the user the option to select their question right away, making the process even more seamless. Moreover, if the function is not required, you have the option to disable it.
With the FAQ function in your chatbot, your clients will have a more efficient and enjoyable experience, ultimately leading to greater satisfaction and loyalty. This feature not only helps customers to find the answers to their questions easily but also provides them with a secure and private experience by not collecting any personal data during the process.
Chat with an agent
The Welcome Bot is capable of transferring the chat to an available human agent if the user presses the corresponding button. If the chatbot cannot find any active agents, it will offer to create a request for a callback, return to the main menu, or close the chat.
You have the option to disable the Chat with Agent feature for any language or all languages. This can be useful in cases where you do not use the Beesender Chat Master license, or if you do not have human agents for a particular language. Rest assured, we offer you complete control over your chat functionality to suit your specific needs and preferences.
Close the chat
To ensure a smooth and polite experience for the users, the main menu includes a Close the Chat button that they can use to exit the chat. Upon clicking this button, the chatbot will bid farewell to the users and display a Start a New Chat button if they need any further assistance. The aim is to make every interaction with users as pleasant and courteous as possible, and this simple yet important feature is just one of the ways to achieve that goal.
How to install
Before installing the Welcome Bot application, it is essential that you have the Beesender application installed on your system, and that you have at least one Beesender Bot Master license. If you do not have these requirements in place, you will be unable to proceed with the installation of the Welcome Bot application
There are two methods available for installing the Welcome Bot application:
Installing the Welcome Bot application from the Marketplace
Go to Application Hub
Click New application
Select Marketplace powered
Select the application Welcome Bot for Creatio
Click Install
After successfully installing the Welcome Bot application, a new section will appear in the Beesender workspace called Welcome bot configuration
Installing the Beesender application from the File
Go to Application Hub
Click New application
Select Install from the file
Click Select file
Select the Welcome Bot package received from Beesender tech support
Click Open
After successfully installing the Welcome Bot application, a new section will appear in the Beesender workspace called Welcome bot configuration
Link the Welcome Bot process to the chatbot agent
Next, you need to link the Beesender - Welcome Bot process to the chatbot in the Beesender chat configuration. To do this:
Go to the System Designer
Click Beesender Chat Configuration in the Import and Integration section
On the Agents tab, click
Fill in all the fields in the window that appears:
User – Select a system user with a Beesender license
Type – Chatbot
Active – Set the checkbox to allow the chatbot to receive chats
Processes – Select the process Beesender – Welcome Bot from the list
Max load – The total maximum weight of chats that the chatbot can process (you can safely bet 1000)
Queue Position – Set position in the queue. If you want the bot to start before the human agents, set the value to be less than the position of the human agents. Zero is the available value
Click on the "+" icon in the Channels details and select the channels where you want the Welcome Bot to operate.
The list of out-of-the-box languages
After the installation of the application, a new section will appear in the Beesender workspace in Creatio - Welcome Bot configuration. In the registry of the section, you will see a list of added translations. You can use any of the out-of-the-box languages, or add a new one.
By default, the application contains phrases for the chatbot in the following languages:
English
Spanish (Español)
French (Français)
German (Deutsch)
Portuguese (Português)
Arabic (العربية)
Hindi (हिंदी)
Italian (Italiano)
Ukrainian (Українська)
Polish (Polski)
Lithuanian (Lietuvių)
Czech (Čeština)
Dutch (Nederlands)
Hebrew (עברית)
Russian (Русский)
Turkish (Türkçe)
Thai (ไทย)
Vietnamese (Tiếng Việt)
Malay (Bahasa Melayu)
Indonesian (Bahasa Indonesia)
How to restore the deleted language
Here are the detailed instructions for restoring the deleted language:
Open the system designer.
Go to the "Advanced settings" section.
Enter "BeesenderWelcomeBotPhraseTranslation_OtherLang" in the search field and press Enter.
Find the desired entry in the search results.
Click on the three dots to the right of the found entry.
In the dropdown menu, select "Install".
After completing these steps, the deleted language should be restored. If you still experience difficulties, feel free to ask for additional help.
How to add language
Go to the section Welcome bot configuration
Click Add
Fill in the fields:
Name – How the language will be displayed in the button
Language – Select a language from the list
Language is used – Check the box to use the language on the Welcome Bot
Chat with an agent is used – Check the box if you want the "Chat with an agent" button to be displayed in the main menu
Personal data processing consent – Check the box if you want the "Personal data processing consent" message to be displayed
FAQ Is Used – Set the checkbox so that the "FAQ" button is displayed in the main menu and fill in the questions on the "Frequently Asked Questions" tab
Set translations of Welcome Bot phrases to required fields
Chatbot settings via the Welcome bot configuration section
The Translation Card for Chatbot provides a comprehensive interface with powerful features to manage translations of the chatbot's phrases.
The interface contains a top panel with essential translation settings and two tabs:
Welcome Bot Phrases
Frequently Asked Questions
In the top panel of the translation card, there are main fields for settings and information checkboxes:
Name – the field contains the name of the language as it will be displayed in the chatbot button.
Language – a field that specifies the language from the system Languages lookup. This value will be used to fill in the Preferred Language field in the newly created contact card in the Creatio, depending on their choice.
Language is used – the checkbox allows you to remove the language selection option from the chatbot interface.
Language is available – the informative checkbox that is automatically checked. If mandatory fields in the translation card are left blank, the checkbox will be unchecked, and the language will not be available for selection in the chatbot interface.
Chat with an agent – the checkbox that provides the option to disable the Agent chat feature from the chatbot menu.
FAQ Is Used – the checkbox that provides the option to disable the Frequently Asked Questions feature from the chatbot menu.
The Welcome Bot Phrases tab description
The Welcome Bot Phrases tab displays the chatbot's messages fields grouped by function for easy management. For example, the fields for client identification messages, such as a request to enter an email, an incorrect email message, and a message requesting to enter a full name, are grouped in the "Client Identification" field group.
The Frequently Asked Questions tab description
The Frequently Asked Questions tab consists of two details:
Categories
Questions
In the Categories detail, you can add categories of questions, while in the Questions detail, you can add questions and their corresponding answers. The added categories and questions will be available for display in the chatbot when the FAQ menu function is selected, provided that this function is enabled (the FAQ is used checkbox in the top panel).
FAQ settings
How it works
If you set the checkbox FAQ Is Used you have to add questions on the Frequently Asked Questions tab.
When you add categories to an entry for an English record, the same category is automatically created in all other language records, you just need to enter the translation in the Name field.
In the same way, as with categories, adding a new question in the English record will create a copy of the question in all other language records. You will only need to translate the Question and Answer into the desired language. As a helpful tool, you will see the Parent question field displayed.
This makes it incredibly easy and efficient to manage your chatbot's content across multiple languages.
Add FAQ categories
Go to the section Welcome bot configuration
Open the English record
Open the Frequently Asked Questions tab
On the detail Category click +
Set the Name of the question category – it is how the category will be displayed on the chatbot buttons
Click Save
Add FAQ questions
Go to the section Welcome bot configuration
Open the English record
Open the Frequently Asked Questions tab
On the Question detail click +
In the opened window, fill in the following fields:
Category – select a category from the list. You can leave it blank if you haven't added any categories and don't plan to do so
Question – enter the question as it will be displayed on the chatbot button
Answer – enter the response that the chatbot will display to the user after selecting the question
Click Save
FAQ Analytics
FAQ Analytics in the Contact card (Interested In detail)
You can analyze question frequency (popularity) in several ways:
On the 'Interested in' tab of the contact card, you'll find a detail that displays all the questions and categories the user has ever been interested in through the chatbot.
FAQ Analytics in the Chat card (FAQ detail)
On the 'FAQ' tab of the chat card, you'll find a detail that displays the questions the users have been interested in.
FAQ dashboards in the Chat section analytics
The 'Chats' section of the analytics tab includes the following dashboards:
Cross-Lingual Category Comparison Diagram - Displays overall statistics on category selection, regardless of language. This helps to understand which categories all users are interested in, regardless of the language used.
Cross-Lingual Question Comparison Diagram - Displays overall statistics on question selection, regardless of language. This helps to understand which questions all users are interested in, regardless of the language used
The Language Preference Circle Chart is a graphical representation that shows the percentage of users who prefer different languages while interacting with a chatbot. By analyzing the data provided by the chart, organizations can tailor their communication strategies to better meet users' needs, allocate more resources to providing content in a specific language, and invest in additional language support or localization efforts. The chart provides valuable insights into users' language preferences, which can help organizations improve their communication strategies and enhance customer satisfaction.
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