1. Introduction

With this feature, you can create an automated response process so that the bot can help you to reply to visitor messages, solve visitors’ initial doubts, guide visitors to place orders, etc., thus you can improve the efficiency of customer inquiries and reduce the rate of customer complaints.

2. Instruction

2.1 Create automated processes

① At [ Chat ] – [ Automation ], click “New flow” to enter the page of editing automation process

② Select a trigger

Click on the “Trigger” to add and delete triggers, edit and modify trigger conditions and other operations

• Add Trigger: Click “＋Add Trigger”, select the trigger you want to add in the trigger form and click it, some triggers also need to edit the trigger conditions, after editing, you have added the trigger.
• Delete Trigger: Move your mouse to the trigger you want to delete, and 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, such as selecting the “keyword” trigger. For example, if you choose “keyword” trigger, you need to improve the keyword of the trigger process and select the matching status.

◼ Trigger Description

There are three categories of triggers: “General”, “Chat Plugin” and “Facebook”. The “General” category refers to triggers that are applicable to all channels. The “Chat Plugin” category refers to triggers that apply only to the “Chat Plugin”. The “Facebook” category refers to triggers that apply only to Facebook. You can choose different types of triggers and set up different automation processes for different situations.

General：

【Keyword】The process that can be triggered if the visitor sends a set keyword.
Perfect match: The process is triggered when the visitor sends a message with keywords.
Fuzzy match: The process is triggered when the message sent by the visitor contains the keyword.

【Inquiry order (AI)】When the visitor message contains the intention of order consultation, such as: whether the order has been shipped, how to check the logistics status, etc., the system will automatically trigger the process. To use this trigger, you need to set the session language.

【Greeting(AI)】When the visitor message is greeting, such as Hi, Hello, etc., the system will automatically trigger the process. To use this trigger, you need to set the session language.

【Gratitude(AI)】The system will automatically trigger the process when the visitor message is an expression of gratitude, such as Thank you! Thanks, etc. To use this trigger, you need to set the session language.

【Logistics Policy(AI)】The system will automatically trigger the process when the visitor message is when they want to ask logistics related questions, such as logistics cost, delivery time, etc. To use this trigger, you need to set the session language.

【Customer service timeout without reply】If customer service does not respond to a visitor after the time interval you have set, the system will automatically trigger the process.

【Visitor timeout without reply】If the visitor does not reply to the message within the time you set, the system will automatically trigger the process.

Chat Plugin

【Chat window expand】When a visitor expands the chat window while you are not hosting a session, the system will automatically trigger the process (repeated expansions within an hour will only trigger once).

【New Visitor】When a new visitor enters the website, the system will automatically trigger the process.

【Old Visitor】The system will automatically trigger the process after the old visitor enters the website 24 hours after the first visit, and the trigger limit can be set at the same time.

【Visit specific pages】The process will be triggered when the visitor enters the interface you set. Perfect match: The process will be triggered if the URL you entered is the URL the visitor visited. Fuzzy match: the process will be triggered if the visitor visits the URL that contains the URL you entered.
You can also set the trigger limit, such as only trigger once in 24 hours, unlimited, etc.

【Visitor Retention】The system will automatically trigger the process after the visitor fills in the information at the pre-chat survey, the offline reservation and the promotion card.

Facebook类

【Click ad】Visitors click on the ads you place to trigger the process.

【Messenger url】Displaying a Messenger link off-site on Facebook and visitors clicking on your Messenger link will automatically trigger the process.
Note: Your Messenger link needs to have the source ref parameter at the end.

【Messenger Chat plugin】A visitor tapping on your installed Facebook chat plugin will automatically trigger the process.

③ Adding steps

Click “+” to add a new step, select a condition or an action

Condition Description

After adding “condition”, when the automation process runs to “condition”, it will automatically determine whether the condition is matched or not, and then continue to run according to the process you set up.

【Guest Language】When you run to the “condition”, the system will automatically determine whether the visitor’s language matches the condition, and then continue to run according to the process you have set up.

【Country/Region】When you run to the “condition”, the system will automatically determine whether the visitor’s region matches the condition, and then continue to run according to the process you have set up.

【Auto Schedule】When running to the “condition”, the system will automatically determine whether the visitor access time matches the conditions of the automatic execution time you set, and then continue to run according to the process you have set.

【Designated Posts】When you run to this “condition”, the system will automatically determine whether it matches the post you have selected.

Action Description

“Actions” are actions that the system initiates for visitors, such as sending messages and ending sessions.

【Send Message】When the system performs this action, it sends a message to the visitor. The message type can be text, image, language or a combination of these, and a button can be added to continue the connection to the next action.

【Ask a question】When the system performs this action, it sends the visitor the question that needs 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, so you need to check the session with the visitor in the session management.

【Send email】When the system performs this action, an email will be sent to the user.

【Assigning Customer Service】When the system performs this action, unassigned sessions can be assigned to the specified customer service.

【Promotional Card】When the system performs this action, it sends a promotional card to the visitor, who fills in the email address to receive the coupon. To use this action, you need to improve the discount, promotional copy, button text and other information.

【Facebook Comment Reply】When the system performs this action, it automatically replies, likes and hides Facebook post comments, and the type of comments replied to can be a combination of text, images or graphics.

【Turn to Unassigned Sessions】

When the system performs this action, it transfers the session to the Unassigned Sessions list.
Note: Assigned sessions cannot be transferred to unassigned sessions

【Delay】When the system executes this action, it will delay the execution of the next action, so after setting this delay action, you need to add other actions to take effect.

【Quick Reply】When the system performs this action, a quick reply button is sent. The visitor clicks the button to get the message.

④ Connecting triggers, conditions, and actions

Once you set the trigger, condition and action, you need to associate the nodes with each other by connecting them. If you want to unlink the nodes, move your mouse to the link and click “╳” to unlink them.

⑤ After setting up 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 effect of the process.

• Other operations

Automation layout: when clicked, it will automatically adjust the overall layout of the automation process you have set up.
Automation guide: here is a simple automation setup tutorial that will help you quickly create and set up automation tutorials.

• Classify automation processes

At [Automation] – [My Automation], click the “+” next to “All Categories”, enter the category name, and click “OK” to create your automation process category.

After creating a category, click “Save” on the Edit Automation Process page and then select your category for the automation process in the “Categories” section.

• Edit, test, copy, and delete automated processes

In the “My Automation” list, you can view the automation processes you have created, see their activation status, supported channels, categories, and edit, test, copy, and delete them. In addition to editing the automation process by clicking the “Edit” button after the automation process you selected, you can also click the automation process name to go to the edit page.

2.2 Introduction to automation templates

In addition to the ability to create automated processes, SaleSmartly also provides you with automated process templates that allow you to quickly use automated processes to increase sales and solve problems. Select a template from “Recommended Templates”, click “Use” and then click “OK” to use the automated process, or you can click ” Test” to experience the automation process of this template.

• 【Promotional card】After visitors visit a specific page, it triggers a push discount card to collect emails for remarketing. This template is only available for the chat plugin.

• Welcome New Visitors: When a new visitor opens a new session, the system determines whether the current access period matches the set auto-execution period and then proactively sends a welcome message for eligible or non-eligible scenarios. This template is only available for chat plugins.

• Product Inquiry: After a visitor expands the chat window or sends a product inquiry keyword, a list of common products is pushed to guide the visitor to quickly understand the product category and its information, and guide the visitor to reach the product page, thus promoting the visitor to place an order. After clicking “Use” this template, you need to modify the product information, inquiry statements, etc. according to your business needs. This template is available for all channels.

• Discount Promotion: After visitors open a session or send discount keywords, visitors self-service to get discount coupons. You can build on this template and modify the content of the sent message and edit the process to match your business needs. This template is applicable to all channels.

• Get an email address and send an email: After visitors fill in their emails through information surveys, promotion cards, etc., you can automatically send them emails. This template is only available for chat plugins.

• FB comment autoresponder (AI): You can automatically reply to comments and hide comments according to the comment intent of FB homepage. Selecting “Comment Intent” is equivalent to selecting a trigger, and then setting how to reply to Facebook comments and follow-up actions. This template is only applicable to Facebook post comments.

• Inquiry order (AI): When a visitor sends a message containing an order intent, the AI recognizes it, triggers a follow-up action, and guides the visitor to self-service order information. This template is available for all channels.

• Logistics Policy (AI): When a visitor sends a message containing logistics intent, the AI recognizes it, triggers a follow-up action, and guides the visitor to self-service logistics information. The template is available for all channels.

• Visitor self-service consultation: After the chat window is expanded, set up frequently asked questions to guide visitors to solve problems on their own. You can modify the questions and answers on the basis of the template according to your business needs. This template is only available for the chat plugin.

• Service Time: After the visitor opens a session, it will determine whether the current session meets the set auto-execution period, and then guide the visitor to operate and solve the problem by themselves. This template is only available for chat plugins.

2.3 Apply automated processes

• Activate automated processes to take effect

• Affiliate Automation

After activating the automated process you created, you can apply it to your chat plugin and social media.

① When it comes to chat plugin

In [Settings] – [Chat Plugin], find the chat plugin you need to associate with, click [Edit Automation] (please create the chat plugin before operation), and then select the automation process you need to associate with the chat plugin (by default, all automation processes are associated)

② When it comes to other communication channels

Find the social media account you need to associate with in [Settings] – [Channels], click “Edit Automation”, you can choose to associate with “All Automation” or choose part of the automation process, after you finish choosing, click to confirm. (Please authorize the account to SaleSmartly before operation)

Take Telegram as an example:

3. 常见问题

1） Q：After deleting the automated process for a category, will the automated process still be available in the “All Categories” section?

A：If you delete a category, the automated processes under that category will not appear in “All Categories” anymore, so you need to be careful.