Chatbot+

What is Chatbot+?

This function allows you to add actions according to customer's needs.
Actions represents functions like message, stamp, page transition, adding tag etc.

■Meaning of each word
■Add parts
　―Setting rule・Add rule
　―Set action
　　―Text form

(Next Page)Meaning of each word

Meaning of each word

Parts

It is a unit of Chatbot+ automatic processing.
It includes rules and actions.

Rule

This is the condition to activate the chatbot.

Action

This is the action done by the chatbot when the rule is matched.

(Next Page)Add parts

Add parts

(1) Click the setting button on the upper right of the management page.

(2) Click [Chat]>[Functions]>[Chatbot+] on the left side of the screen.

(3) Click [Add a part].

(4) Enter the name of the part and the details in [Overview].

(Next Page)Setting rule・Add rule

Setting rule

Set rules to activate parts.
The rule is the condition to activate the action of the part added.
Set the rule from the pull down of each content.

Online/Offline

Online：When the chat is online, the part is activated.
Offline：When the chat is offline, the part is activated.
Both：The part will be activated regardless of the chat being online or offline.

Timer

Unspecified：it will always be activated
After displaying the page：it will be activated 〇 seconds after the customer displayed the page
After displaying the site：it will be activated 〇 seconds after the customer displayed the site
After the first message by visitor：it will be activated 〇 seconds after the visitor's first message
After the last message by visitor：it will be activated 〇 seconds after the visitor's last message
After the last message by agent：it will be activated 〇 seconds after the agent's last message
After the last message by chatbot：it will be activated 〇 seconds after the last message (by anyone)
After executing a specific rule：it will be activated 〇 seconds after activating a specific rule
When leaving the page：it will be activated when leaving the page

Activation limit

You can set the limit to activate a part's action.
For example, if you set the activation limit of message to be [1], when the customer closes the message box once, it would not show the message box for certain amount of time even if the other rules are fulfilled.

Add rules

You can add activation rules in addition to the rule settings above. (1) Click [Add a rule].

(2) Click and choose a rule from the pull down.

Number of visits：Judge whether to activate or not according to the number of times the customer visited the site. Number of page transitions：Judge whether to activate or not according to the number of times the customer transited the page. URL：Judge whether to activate or not according to URL. Title：Judge whether to activate or not according to title. Referrer URL：Judge whether to activate or not according to browse source of URL. Number of messages by agent：Judge whether to activate or not according to the number of times the agent sent a message Number of messages by chatbot：Judge whether to activate or not according to the number of times the chatbot sent a message Number of message by visitor：Judge whether to activate or not according to the number of times the visitor sent a message Message by visitor Judge whether to activate or not according to visitor's message. Visitor's unmatched message：Judge whether to activate or not when the visitor's message doesn't match with anything. Message by agent：Judge whether to activate or not according to agent's message. Message by chatbot：Judge whether to activate or not according to chatbot's message. Visitor tag：Judge whether to activate or not according to visitor's tag. Chat tag：Judge whether to activate or not according to chat's tag. Time：Designate time to activate. Day of the week：Designate day of the week to activate. Date：Designate date to activate. Device：Judge whether to activate or not according to visitor's device (iPhone, windows etc). Score：Judge whether to activate or not according to scores. Score is a data on profile that can be set by API externally. Prefecture：Judge whether to activate or not according to prefectures. IP address：Judge whether to activate or not according to visitor's IP address. Language：Judge whether to activate or not according to the language of visitor's device. Room status：Judge whether to activate or not according to visitor's status. Waiting：Activate to the customer who is waiting. (waiting for the agent to come in.) Status of agents with the same tag：Activate according to the designated tag ([Sales], [Engineer] etc). Visitor attribute：Activate according to visitor's attribute. Upload file by visitor：Activate according to visitor's file.

(Next Page)Action settings

Action settings

Set the action when a rule is matched.

(1) Choose actions from the pull down.

(2) Click [Add action] to add more actions.

Actions and its content are shown below.

Message：displays a specific message.
Message + Options：displays a specific message and selections (display status, transition to external link, forward to a specific agent).
Text form：displays a form with specific labels
Execute a specific rule：Execute a rule you created by providing the ID of the rule.
Page transition：Open a new page.
Stamp：display an image.
Send file：display a file or videos.
Status：Changes the chat status (Chat, chatbot, Pause,...)
Add a value to the form：display form content on the screen.
Image Map：You can add ImageMap.
Switch image map display：Change display rules of Image Map.
Carousel：display a carousel with images and descriptions.
Confirm：displays [Yes] or [No] selections.
Random chat：You can set chat responses randomly. You can set freely the rate of appearance to each message. It will be useful for fortunes or distribution of coupons.
Add visitor's tag：add a tag to the visitor.
Remove visitor's tag：remove the visitor's tag.
Add visitor's attribute：add attribute to the visitor.
Forward to a specific agent：You can forward the chat to a specific agent (individually or to agent with a specific tag).
Add agent's tag：add a tag to the agent.
Remove agent's tag：remove the agent's tag.
Add chat's tag：add a tag to the chat.
Remove chat's tag：remove the chat tag.
Add chat's category：add a category to the chat.
Message and search options：displays a specific message and search selections.
Knowledge base search：allows the visitor to search in the Knowledge base and displays the results.
Script execution：execute a specific script.
Create an event：You can send event to external application.
Visitor score：give a specific score to the visitor.
Show the resolution confirmation：ask the visitor if the inquiry has been resolved.
iframe remarks：execute a specific script.

(Next Page)Text form

Text form

You can create a text form in Chatbot+.
We will explain how to set it.

List of actions in text form

Attribute：the content entered in the form is reflected in attribute information of visitors.
Tag：The content entered in the form is reflected in tag information.
Remark：The content entered in the form is reflected in chat history.
Postback：The content entered in the form is posted to the specific URL.
Postback（JSON）：The content entered in the form is posted to specific URL in JSON form.
Ticket：The ticket will be created with the content entered in the form.
Email：The content entered in the form is sent to a designated email address.

Attribute

We will explain here how to set [Attribute].
(1) Click [Text form] from the pull down.

(2) Click [Attribute] from the action pull down.

(3) Click [Add a form element].

(4) Click [Text form] and enter content in the empty field.
*Check the box [Required] if you want the content to be required to fill.

(5) Add necessary forms and contents.

(6) Click [Update].

Text form displayed on site

Updated visitor's screen

Postback(JSON)

We will explain here how to set the action [Postback (JSON)].
(1) Click [Text form] from the pull down.

(2) Choose [Postback (JSON)] from the pull down.

(3) Enter the URL that you want to send the JSON form data in the empty field.

If you check the box [Include chat information in POST data], the chat information will be included in the data send.

(4) Click [Update].

Ticket

We will explain here how to set the action [Ticket].
(1) Choose [Text form] from the pull down.

(2) Click [Ticket] from the pull down.

(3) Enter ticket's subject and check necessary contents.

Subject is reflected in the email (ticket) that would be sent to customers.

*Check the box [Do not send confirmation mail to visitors] if you do not wish to send emails to customers.

If you check the box [Update visitor attribute], you can update the visitor attribute with the content entered in the text form.

(4) Click [Add a form content].

(5) Click [Text form].
*Check the box [Do not send confirmation email to visitor] if you do not wish to send emails to customers.

The box next to [Text form] will be reflected in the email (ticket) sent to customers.

(6) Add necessary forms and contents.

(7) Click [Update].

Text form displayed to site

Email sent to customers

Email sent out to operators

Ticket created

Email

We will explain here how to set action [Email].
(1) Choose [Text form] from the pull down.

(2) Click [Email] from the pull down.

(3) Enter email's subject in the empty field and check necessary settings.

The subject will be reflected to email's subject that will be sent out to customers.

*Check the box [Do not send confirmation mail to visitors] if you do not wish to send emails to visitors.

(4) Click [Add a form element].

(5) Click [Text form] and fill the empty fields.
*Check the box [Do not send confirmation mail to visitors] if you do not wish to send emails to visitors.

The box content next to [Text form] will be reflected in the body of the email sent to the visitor and the agent.

(6) Add forms of necessary contents and enter in boxes.

(7) Click [Update].

Text form displayed to site

Email sent to customers

Email sent out to operators

List of forms that can be added

■Text form
You can display text form.

■Text area
You can display the text area.

■Drop-down list
You can display a drop-down list.

■Radio button
You can display radio buttons.

■Check box
You can display check boxes.

■Text
You can display text.

■Others
You can also display date and time form, mail form, number form, password form, file, subject, hidden form.