The chatbot process is a standard business process created in the process designer Creatio.

What elements make up a chatbot?

When creating a chatbot, you will use the following main business process elements:

Start event – use this element as the beginning of your process

Beesender: Text message – use this element to send messages without buttons (for example, greeting, parting, some information, when you don’t expect a response to this message)

Beesender: Button message – use this element to send messages with buttons OR when you want to receive an answer to your question

Exclusive gateway (OR) – Exclusive gateway (OR)

Subprocess – build process using subprocess to increase the speed of the chatbot, and to call ready-made Beesender subprocesses

End event – use this element as the ending of your process

Create a chatbot process

1. Go to the section Process library and click New Process

2. Fill in a name of your process and a code

3. Go to the Parameters tab and create 3 required parameters:

Let’s try to create the first chatbot message!

1. Select the element User task

2. Select Beesender: Text message from the list

3. Fill in the fields:

Now go back to your Creatio system and set your process to your chatbot. Don’t forget to add the channel on the Channels detail.

Open the channel, that you added and write something to trigger the chatbot.

Now that you understand the principle, let's dive into the details.

Beesender: Text message

As you already know, the Beesender: Text message has the following mandatory parameters:

In the Text field, you can not only write text but also enter the parameters read from the object. It can be like the name of the contact, today's date, and so on.

Parameters with a data type other than text must be converted to text.

For example, let’s try to send some information about Contact:

1. First, add the element Read data and select Contact in the Object field

2. Next, select the element User task

3. Select Beesender: Text message from the list

4. Fill in the fields: ChatId, ClientId, OperatorId

5. Click on the Text field and select Formula

   • Text that you type without using a parameter must be enclosed in quotation marks, for example: “Contact information: “

   • To connect the parameters together into one text, use + sign

   • To add a new line use “\n”

   • To convert a parameter whose data type is not a string, convert it. To do this, after the parameter brackets, write: .ToString(), for example: [#Date#].ToString()

For example, let's specify contact information in the text of the message, such as full name, date of birth and phone number, and our formula will look like this:

• "Contact information:"+"\n"+"\n"+"Name: "+[#Read Contact data.First item of resulting collection.Full name#]+"\n"+"Date of birth: "+[#Read Contact data.First item of resulting collection.Birth date#].ToString()+"\n"+"Mobile phone number: "+[#Read Contact data.First item of resulting collection.Mobile phone#]

6. Click Save to close Formula

7. And click Save, to save your process

8. Open your channel and write a new message to trigger a chatbot

Beesender: Button message

The Beesender: Text message has the following mandatory parameters:

For example, let’s try to create the next case:

1. Chatbot sends contact information (we will use the already configured logic)

2. Chatbot asked: “Please confirm that the information provided is correct” and show 2 buttons:

   • Confirm

   • Decline

3. If the client clicked Confirm, the bot writes: “Thank you, the information is confirmed”

4. If the client clicked decline, the bot writes: “Please enter a valid full name” and replaces the full name in the contact card with the information that the client enters

The scheme of this case:

Follow the next steps to build this case:

1. Select the element User task

2. Select Beesender: Button message from the list

3. Fill in the fields:

   • ChatId, ClientId, OperatorId

   • Message: Please confirm that the information provided is correct

   • Button 1: Confirm

   • Button 2: Decline

4. Add element OR

5. Click on a flow and set the condition:

   • parameter Answer from Beesender: Button message element == parameter Button 1 from Beesender: Button message element

     

6. Add another flow from element OR and set the condition:

   • parameter Answer from Beesender: Button message == parameter Button 2 from Beesender: Button message element

     

7. Add the last flow from element OR to Beesender: Button message element and select flow type = Default type – this is necessary so that if the client doesn't select the buttons, but writes something, the process doesn't break, and repeats the previous question

   

8. Add Beesender: Text message element on Confirm flow and field in fields:

   • ChatId, ClientId, OperatorId

   • Text: Thank you, the information is confirmed

9. Add Beesender: Button message element on Decline flow and field in fields:

   • ChatId, ClientId, OperatorId

   • Message: Please enter a valid full name

   • Leave all other fields blank

10. Add Modify data element, select Contact object, where Id = Id from Read Contact data element

11. Select column Full name and set to this field the parameter Answer from previous Beesender: Button message element

12. 

    Save your process

    

13. Go back to your channel and write a new message to trigger a chatbot

14. Select buttons to see the result

Beesender subprocesses

The Beesender package includes several processes, that can be useful in your chatbot business process.

FindFreeOperatorFromGroup

Bind channel to contact

BeesenderLogOperatorChange

Bind process to object