Automated Processes

Introduction

With this function, you can create an automated response process so that the robot can help you reply to visitor messages, solve visitors' initial doubts, guide visitors to place orders, etc., thereby improving customer consultation efficiency and reducing customer complaint rates.

Functional Description

1. Create an automated process

In [ Robot-Automated Process ], you can manage and create your automation process.

Click New Flow (using Messenger channel as an example) > Select Messenger channel or Facebook Post Comments (select the channel you want to configure automation for) > Click Next.

2. Introduction to automation process components

The automation process settings mainly include three components: triggers, conditions, and actions . The rich combination of different components can realize different business scenarios.

• Trigger: Once the trigger is triggered, the automation process will continue to the next action. Different triggers can be set for different situations.

• Action: After being triggered by the previous trigger, the action will begin to execute. Different actions can be performed on customers, such as sending messages, adding visitor tags, etc.

• Conditions: can be added between triggers and actions to perform different actions for different scenarios.

3. Select the trigger

Click the trigger module to add and delete triggers, edit and modify trigger conditions, etc.

• Add a trigger: Click +Add Trigger, select the trigger you want to add in the trigger form and click it. Some triggers also require editing the trigger conditions. After editing, the trigger has been added.

• Delete trigger: Move the mouse to the trigger you want to delete > click ╳ to delete the trigger.

• Edit trigger conditions: If you want to modify the trigger conditions, click the trigger module to modify the conditions of the trigger you want to modify, or edit the trigger conditions when adding a new trigger. For example, if you select a keyword trigger, you need to complete the keywords of the trigger process and select the matching status.

3.1 Introduction to trigger types

Trigger description: Triggers are divided into four categories : customer type, customer behavior, timeout without response, and customer source .

• Customer Type: refers to the trigger applicable to determine the customer type.

• Customer behavior: refers to triggers related to customer behavior, such as customer message intent recognition.

• No reply after timeout: refers to the trigger when the customer service or customer fails to respond within the time limit.

• Customer Source: Triggers related to the customer's source, currently only available in the Facebook channel.

Note: The icons below the triggers, conditions, and actions represent the available channel scenarios. Omnichannel means that this module can be used in all channels.

• Customer Type

◦ New Visitor (Omnichannel): This event can be triggered when a customer receives a message for the first time on the platform (the chat plug-in channel can be triggered when the customer visits the website for the first time)

◦ Old Visitor (Chat Plug-in Channel): This can be triggered for daily visitors (i.e., the corresponding contact was created more than 24 hours ago).

• Customer Behavior

◦ Visitor message (omnichannel): trigger the content of the message sent by the customer through keyword matching and other methods.

◦ Visitor Intent Identification (AI) (Omnichannel): You can customize the questions/statements that visitors may send based on your specific business scenarios, and trigger them when the messages sent by customers are similar enough (automatically identify customer message intent through the AI big model).

◦Chat window expand (Chat plugin channel): ] Triggered when a visitor clicks the chat plugin live chat button on the website.

◦ Visit a specific page (chat plug-in channel): This function can be triggered when a visitor visits a specific webpage URL on a website that has integrated the chat plug-in.

◦ Visitor retention (chat plug-in channel): triggered when a visitor opens a chat window on the website and submits personal information through pre-chat surveys or high-level information retention.

• Timeout without reply

◦ Customer service timeout (omnichannel): This triggers when a customer service representative does not respond after you send a message to the customer within the time interval you set.

◦ Visitor timeout and no response (omnichannel): This triggers when the customer service staff sends a message and the customer does not respond within the time interval you set.

• Customer source

◦ Click Ad (Messenger): This is triggered when a Facebook user clicks on your ad and a chat is generated.

◦ Messenger URL: Support can be triggered when a Facebook user initiates a chat through your public page's Messenger address.

◦ Messenger chat plugin (Messenger): It can be triggered when a Facebook user initiates a chat by embedding the official Messenger chat plug-in in your website.

4. Add steps

Click "+" to add a new step and select a condition or action.

4.1 Conditions introduction

After adding the conditions , when the automated process runs to the conditions , it will automatically determine whether the conditions are matched and then continue to run according to the process you set.

• Guest language: When this condition is reached, the system will automatically determine whether the visitor language matches the condition, and then continue to run according to the process you set.

Note: In the chat plug-in, the system determines whether it meets the language conditions you set based on the browser language. Other channels determine whether it meets the language conditions you set based on the language of the visitor information.

Telegram and Instagram cannot obtain the language, so if the automated process with this condition is applied to these two channels, only the process that does not match the condition will be triggered.

• Auto schedule: When this condition is reached, the system will automatically determine whether the visitor's access period matches the automatic execution period condition you set, and then continue to run according to the process you set. (When setting the automatic execution period, you can set it by dragging the blue box).

• Random branch: This condition allows different visitors to trigger automated branching processes according to different rules.

• Customer attributes/behavior: Automated conditioner, new customer attributes support combined filtering of user attribute conditions; contacts that meet the combined conditions will go to the matching branch, and contacts that do not meet the conditions will go to the unmatched branch.

4.2 Action introduction

Actions are actions that the system actively performs on visitors, such as sending messages and ending sessions.

• Send message: When the system executes this action, it will send a message to the visitor. The message type can be text, picture, voice, video, or a combination of these. Text and picture information can also add buttons to continue to the next action.

In addition, "variable information" can be added to text messages. Currently, six variables are supported: mobile phone number, email address, name, message-sending time, remark name, and remarks.

• Ask a question (chat plugin): When the system performs this action, it sends the visitor the questions that need to be asked.

• End Session: When the system performs this action, the session will be automatically ended and the session will not appear on the chat page. You need to view the session with the visitor in [ Session Management ].

• Promotional card: When the system executes this action, it will send a promotion card to the visitor, who can receive the coupon by filling in the email address. To use this action, you need to complete the discount, promotional copy, button text and other information.

• Handle Facebook comments (Facebook comments): When the system performs this action, it will automatically reply, like, and hide the comments on Facebook posts. The reply comment type can be text, image, or a combination of text and image.

• Turn to unassigned sessions: When the system performs this action, it will transfer the session to the unassigned session list.

Note: An assigned session cannot be transferred to an unassigned session.

• Delay: When the system executes this action, it will delay the execution of the next action. Therefore, after setting this delayed action, you need to add other actions for it to take effect.

• Send a private message to a Facebook comment (Facebook comments): You can use the robot to automatically send private messages to the commenters in response to the comments on Facebook public pages - ordinary posts/advertising posts/live broadcast posts.

• Assign customer service: Online chat sessions can be automatically assigned to designated customer service personnel for delayed waiting.

• Handle Instagram comments(ins post comments): You can use robots to automatically process comment messages under Instagram posts/stories/REELS (for example, automatically reply to hide/delete comments.

• Invite to Review (Chat Plug-in): You can automatically send invitations to review cards to your website visitors through the robot.

• Send a private message to Instagram comments (Instagram post comments): The robot can automatically send private messages to commenters on Instagram posts/stories/REELS

• Quick Buttons (Chat Plugin): Automatically send chat messages with buttons to your customers via the bot.

• Add Guest Tags: Automatically tag your customers with guest tags.

• Send email: When the system executes this action, an email will be sent to the visitor.

• External requests: Supports initiating HTTP requests to your server or first party to achieve cross-system data docking.

• Add conversation tag: You can automatically tag your conversations with conversation tags.

5. Connect triggers, conditions, and actions

After setting up the triggers, conditions, and actions, you need to connect the nodes through wires.

If you want to disassociate, move the mouse to the connection line and click ╳ to disassociate.

Simple example:

As shown in the figure below, when a new user (trigger) comes in, information (action) in different languages will be sent based on the country/region (condition) .

6. Automation templates

When you create a process, you can choose an automation template to make the plug-in automation process more efficient and convenient.

After selecting a template to create, you only need to modify a small amount of preset images or text to create a complete automated process that complies with the business template, saving you time and energy.

Note: The channel icons below the automated process represent the channels in which the template can be created. Different templates have their specific channels for creation.

Simple case (welcome new customers)

If you choose the Welcome New Customers template when creating a message, you can directly enter the interface below. You only need to modify the content of the message to complete a simple automated process of welcoming new customers.

On this basis, you can also add other conditions or actions, such as identifying the visitor's language, labeling the visitor, etc. Automation templates can help you create an automation process faster.

7. Testing

After completing the above steps, click Create , select the category and name it to create your automated process. At the same time, you can also click Test to experience the process effect.

8. Other operations

• Automatic layout: After clicking, the overall layout of the automation process you set will be automatically adjusted;

• Automation Guide: Here is a simple automation setup tutorial that can help you quickly create and set up automation tutorials;

• Categorize the automation process

In [ Robot-Automated Process ], click the + sign next to All Categories > enter the category name > click OK to create your automated process category.

After creating the category, click Save on the Edit Automation page , and then in Category , select the category you want to classify the automation.

• Data, edit, test, copy, delete automation processes

In the automation process list, you can view the automation processes you created, view their activation status, support channels, and categories, and perform operations such as data, editing, testing, copying, and deleting automation processes.

In addition to clicking the Edit button after the automation process you selected to edit the automation process, you can also click the name of the automation process to enter the editing page.

9. Apply automated processes

9.1 Activate the automated process to make it effective

After creating an automated process, click Activate to activate the automation; or click Start in the [ Automated Process ] interface to activate the automated process. See the figure below.

9.2 Association automation

Once you’ve activated your created automation, you can apply it to your chat plugins and social media.

How to configure automation - After editing the automation process, click Save > then click Configure > select the social media account you want to link > click OK. At the same time, you need to start it in the [ Automated Process ] interface.

In addition, you can

• Configure automation in the [ Integration ] interface

In [ Integration-Chat Plugin ], find the chat plugin you need to associate > click Edit Automation (please create a chat plugin before operation) > then select the automation process you need to associate with the chat plugin (the default is to associate all automation processes). (The picture takes the messenger channel as an example)