Optimize support team work with welcome-bot

Welcome-bot is a part of Dashly chat widget feature that launches once visitor opens the chat widget. It helps to easily solve users questions even before they contact your support team, qualify leads and collect any required data for the chat agent or sales department.

What can welcome-bot do?

  • Easily create and launch with a visual builder. No coding skills required.
  • Show welcome messages, buttons as an answer option, share images, attachments, suggest entering users data; 
  • Record entered data to the user card and assign conversation to any agent or channel.

How to set it?

Move to the Chatbots tab. In this section you'll see two types of chatbots: welcome-bot and leadbot. Click on the welcome-bot that is on the top of the page:

Using the chatbot builder, you can craft and customize a bot program without technical or programming knowledge. A comprehensive interface allows creating an online chat bot that answers leads’ questions, suggests solutions for their inquiries, collects user feedback and addresses visitors to customer support or sales department.

Start creating your welcome-bot with a Start block. It is the very first thing that users will see once they open chat widget. Ask any question, add important information and suggest buttons with answers. 

Depending on the selected button they will be moved to the next block. It can be created by "+ Block" button at the top of the builder or in the previous block settings (action -> next step):

To delete or copy a block just hover a mouse cursor over it and select the action you want to perform with this block.

Here’s what you can add to a block: 

  • Text
    Add a block with a text message that the user will see.  Use visual text editor to format the text: add lists, use bold/italics text, underline and add links.

  • File or image
    Add a file or image to the block to attract attention or share any important information.
    Allowed file size that you can add to the block: up to 2 MB.
    Allowed extensions: jpg, jpeg, png, gif, pdf, rar, zip, html, csv, docx, doc, xlsx, xls.

  • Record visitor event, property or add a tag
    Set up data recording in the user card, including an event that you selected as a trigger for sending a triggered message, assigning a tag or custom property for segmentation.

  • Block action
    Every block must have a block action assigned to it. When setting up a block action, you can pick one of the following options:

    Continue conversation by
    - Reply buttons. Reply buttons can be used to qualify users. Each option they choose will lead to the next bot question, where you can set up an event recording.
    - Reply with text. Use reply input to collect contacts or any other information. You can select or create a property where the user's reply will be recorded.

    End conversation by
    - Move to channel.
    - Assign to agent. Welcome-bot can send the conversation to the manager or assign it to a specific channel, depending on your scenario.
    - Mark conversation as unanswered. The bot will leave the conversation in the Inbox tab without any answer or assignment.
    - Close conversation. The conversation will be closed and won't appear in the Inbox tab as an open conversation.
    With the “Save reply to user property” option, you can choose whether to record the data users enter into their user card. You can then choose this property when segmenting leads in the "Lead database" section or when configuring the audience settings of other chatbots or triggered messages.

Set a condition

Set a condition for welcome-bot to show different blocks on your working and non-working hours.To add a block with condition, click on "+ Condition" button on the top panel. This block will provide two settings: working hours and non working hours.

Example of how to use it: create a "call an agent" button in the start block. Set working hours in the chat settings. In case user will contact you during non working hours and no one could answer them, bot will collect their data/provide any information so your agents could get in touch during working hours. 

Interruption block

Your users can interrupt the conversation with the bot. To activate this feature, move to the Settings and enable the "Messages from visitor" option:

You can edit the content of the interruption block by clicking on it. On the right you will see text block section which can be changed.

Return to the start block

In case you have created a large number of blocks and decided to go back to the very beginning to check the chain, use the "Return to the starting block" button:

This option will take you back to the very beginning of the bot script.

Once the bot is ready, save the settings and launch it. 

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