Actions in WOZTELL: Chatbot Management and Integrations

Bot Builder Basic Concepts

Types of Nodes

Before configuring the chatbot, we must understand the different types of available nodes:

  • General Node: A basic chatbot node used to build the conversation and define the user flow.

  • Global Node: This node can be triggered at any point in the conversation, regardless of the user's position in the flow. Instead of programming responses, it detects specific events or conditions and activates an appropriate flow. It is useful for starting the chatbot or managing events accessible at any time.

  • Transformer Node: This node does not send messages to the user but processes and transforms information before continuing the flow. For example, it is used to validate data and redirect the conversation accordingly.

  • Global Transformer Node: Similar to the Transformer Node, but it can be triggered at any point in the chatbot, allowing flexible data handling without relying on a specific node.

Types of Triggers

1. Pre-defined Triggers
These triggers allow the chatbot to respond to different types of user interactions without requiring specific words or commands. The main types include:

  • Any User Input: The chatbot will respond to any message the user writes or sends, regardless of the message type.
  • Any Text: Activates when the user writes any text message.
  • Any Payload: Activates if the user interacts with a button or option containing an internal code (payload).
  • Any Comment: Activates when the user leaves a comment on a page (e.g., on a social media post).
  • Any Number: Activates if the user writes a message containing numbers.
  • Any Email: Activates if the message includes the "@" symbol, characteristic of email addresses.
  • Any Media/File: Activates if the user sends an image, video, audio, or any other file.

2. Keyword/Payload
The payload is an internal code assigned to buttons within the chatbot. This helps the chatbot understand which option the user selected and execute the corresponding action in the conversation flow.

  • It is case-sensitive, meaning it must exactly match the configured payload.
  • It only works with buttons, not with manually typed messages.

Keyword triggers allow the chatbot to respond when the user writes text that matches the configured keywords or phrases.

Example of Use:
If you want the bot to respond when someone greets, you can configure a trigger named "Greeting" and add keywords such as:

  • "Hello"
  • "Hey"
  • "Good morning"

When the user writes one of these words, the chatbot will recognize the message and respond accordingly.

Advanced Options:

  • Case Sensitive: If enabled, the bot will differentiate between "hello" and "Hello." If disabled, the bot will respond regardless of capitalization.
  • Word Boundary: If enabled, the bot will only recognize the keyword if it appears alone or separated within a sentence. For example, if the keyword is "sun," the bot won't react if the user writes "solution."
  • Equal: The chatbot will only activate if the user writes the exact keyword with no additional text. For example, if the keyword is "yes," the bot will not respond to "yes, please." Note that enabling this option will ignore "Case Sensitive" and "Word Boundary" settings.

3. Referral Parameters
When you create a chatbot on the Facebook Messenger platform, you receive a unique URL to access the chatbot, such as:

https://m.me/YourFacebookPage

This short link directs users directly to your chatbot on Messenger. If you use this link in various places or advertising channels, referral parameters can help you identify the source of each click.

Example:

In this case, ref=fromAd1 indicates that the click came from an ad campaign named "fromAd1."

4. Facebook Comment | Instagram Comment
This trigger allows the chatbot to automatically respond to comments on Facebook or Instagram posts.

Steps to configure:

  • Facebook Page ID and Facebook Post ID: You'll need these two details:
  • Facebook Page ID: The unique identifier for your Facebook page.
  • Facebook Post ID: The unique identifier for the post.
  • Specify a keyword (optional): If you want the chatbot to respond only to comments containing a specific keyword, you can add one. If no keyword is specified, the chatbot will respond to all comments on that post.

5. Order Trigger
When your eCommerce is configured on WhatsApp and you want an automatic action triggered when an order is placed, you should use an Order Trigger. This trigger allows the chatbot to act once a customer makes a purchase based on the established configuration.

6. Meta Ads Trigger
This trigger is used when users enter the conversation via a Meta ad (such as Facebook or Instagram). The trigger can recognize the user's entry from a specific ad or any ad in general.

7. Scheduled Trigger
The Scheduled Trigger allows you to control when a trigger will be active or inactive at specific times. This is useful for managing chatbot flows according to your desired time or date schedule.

8. WhatsApp Flow
This trigger allows you to send follow-up messages or perform other actions automatically when a user completes a flow within the WhatsApp chatbot. It is useful for tracking user interactions or executing post-interaction actions.

9. Thread Move to Specific Folder
This type of trigger activates when a chat is moved to a specific folder within the inbox. It is useful for automating actions when chats are categorized, such as sending a follow-up message, activating another flow, assigning an agent, etc.


Types of Actions in WOZTELL

  1. Attach Comment ID Associates an identifier to a comment within a conversation for tracking or reference.

  2. Create Livechat Ticket Creates a ticket using the Zoho Desk integration to manage customer inquiries or issues.

  3. Send Email Automatically sends an email.

  4. ChatGPT Text Completion Uses ChatGPT's artificial intelligence to complete or generate text in a conversation.

  5. Move Thread to Folder Moves a conversation thread to a specific folder for better chat organization.

  6. Add Agents to Zoho Cliq Adds agents to the Zoho Cliq internal communication system.

  7. Delete Agents of Zoho Cliq Removes agents from Zoho Cliq when they are no longer needed.

  8. Insert a New Record in Zoho CRM Creates a new record in Zoho CRM.

  9. Search a Record in Zoho CRM Searches for a record in Zoho CRM.

  10. Update a Record in Zoho CRM Updates a record in Zoho CRM, for example, changing the name of a lead.

  11. Generate a Payment for Stripe Creates and manages payments through Stripe directly from the chatbot.

  12. Mention All Users in the Channel (Zoho Cliq) Mentions all users in a channel within Zoho Cliq.

  13. Change Thread Agent (Inbox) Changes the agent assigned to a conversation thread within the inbox.

  14. Save Temp Data Saves temporary data in the conversation, such as storing the client's name and email for later use.

  15. Subscribe Subscribes a user to a list.

  16. Enable Livechat Enables live chat, disabling the automated chatbot so that a human agent can take over the conversation.

  17. Set Agenda Schedules an action after a certain period, such as sending a follow-up message.

  18. Remove Agenda Removes a previously scheduled action using "Set Agenda."

  19. Change Language Changes the language of the chatbot or the ongoing conversation.

  20. Invoke API Allows external API calls to customize the chatbot flow and connect with other systems.

  21. Save Member Info in DataSource Saves user information in a WOZTELL database for future use.

  22. Unsubscribe Allows a user to unsubscribe within the chatbot.

  23. Disable Livechat Disables live chat.

  24. Send Conversation Event Sends conversion events to Meta when a customer enters the conversation from a CTWA (Click to WhatsApp Ads) ad, useful for conversion tracking.

  25. Inbox Agent Assignment This action allows agents to be assigned automatically to conversations within the WOZTELL inbox. It can be configured based on:

  26. Specific days and times: Assign agents based on their availability.


  1. Workload: Distributes conversations equally.


Types of Responses in WhatsApp Cloud 

WhatsApp Cloud allows configuring various types of chatbot responses:

  • Text
  • Image
  • Audio
  • File
  • Template Message
  • Button Response (Maximum 3 buttons)
  • List (Maximum 10 buttons)
  • Video
  • Sticker
  • Location


Redirection 

The Redirection function is key for moving users to other nodes based on previous interactions. If a user reaches a node that requires more information or has additional steps to complete, they can be redirected to another node to continue the interaction. This is done using the following properties:

  • Tree: Defines the tree (conversation flows) where the redirection occurs.
  • Node: Specifies the node within that tree where the user will be redirected.


Contact Tagging 

Automatic tagging is useful for classifying and segmenting users based on their behavior or preferences. This helps personalize the user experience and ensure efficient tracking.

Analytics 

Enabling analytics within the flow allows you to gather key metrics on chatbot performance, such as conversion rates, interactions per node, etc.