Actions in WOZTELL: Chatbot Management and Integrations

Bot Builder Basic Concepts

Bot Builder basic concepts  

This guide will help you understand the core elements to build conversational flows using WOZTELL's Bot Builder. With this knowledge, you can design automation that meets real business needs effectively.

Types of Nodes  

Before configuring the chatbot, it's essential to understand the available node types and when to use them:

General Node  

  • Description: A basic chatbot node used to build the conversation and define the user flow.
  • When to use: To display a message, question, or action as part of the main flow.
  • Functionality: Sends content to the user and determines the next step in the flow.
  • Example: Ask the user for their email address or display a welcome message.

Global Node  

  • Description: A node that can be triggered at any time, regardless of where the user is in the conversation.
  • When to use: To handle general actions or interruptions available throughout the chatbot.
  • Functionality: Listens for specific conditions or events and activates a predefined flow.
  • Example: Trigger the "Talk to a human" flow when the user types "agent" or "help."

Transformer Node  

  • Description: A node that processes or transforms user data without sending any message.
  • When to use: To evaluate, validate, or manipulate information before continuing the conversation.
  • Functionality: Executes logical or backend operations (e.g., checking input format, matching CRM data).
  • Example: Check if a number is valid before redirecting to a payment flow.

Global Transformer Node  

  • Description: A transformer node that can be triggered from anywhere in the chatbot.
  • When to use: To handle data operations or validations globally.
  • Functionality: Executes background processing logic across all flows.
  • Example: Automatically verify user input from any node and tag the contact if valid.

 Create a new node 

Click on “+” and select the type of node you need to create.


Types of Triggers  

Triggers allow the chatbot to respond automatically to specific events or user behavior.

1. Pre-defined Triggers  

These respond to different types of interactions without needing specific keywords.
  • Any User Input: Responds to any message from the user.
  • Any Text: Activates with any text message.
  • Any Payload: Activates when the user interacts with a button containing a payload.
  • Any Comment: Activates when the user leaves a comment (e.g., on a social media post).
  • Any Number: Activates when the user sends a message with numbers.
  • Any Email: Activates if the message includes an email address.
  • Any Media/File: Activates when the user sends images, audio, video, or other files.

2. Keyword / Payload  

  • Payload: An internal code assigned to buttons. The chatbot uses it to identify which option the user selected.
    • Note: Case-sensitive.
    • Limitation: Only works with buttons, not manually typed text.
  • Keyword: Words or phrases the user can type manually to trigger the flow.
Example:
Trigger "Greeting" with keywords:
  • "Hello"
  • "Good morning"
  • "Hey"
Advanced options:
  • Case Sensitive: Distinguishes between "hello" and "Hello."
  • Word Boundary: Only activates if the word stands alone ("sun" doesn't trigger from "solution").
  • Equal: Only triggers if the message exactly matches the keyword. Disables the other two options.

3. Referral Parameters  

Used to identify where a user came from when accessing the bot from a Messenger link.
Example:
This helps track campaign sources.

4. Facebook Comment | Instagram Comment  

Allows the chatbot to respond automatically when a user comments on a specific post.
Requirements:
  • Facebook Page ID and Post ID.
  • Optional keyword: Only respond if the comment includes a certain word.

5. Order Trigger  

Used when your eCommerce is set up on WhatsApp to trigger an action when an order is placed.

6. Meta Ads Trigger  

Activates when users enter the chat through a Meta ad (Facebook or Instagram).

7. Scheduled Trigger  

Activates a flow at specific dates or times.
Example: Automated campaigns that only run on weekdays or during business hours.

8. WhatsApp Flow  

Allows actions to be taken when a user completes a WhatsApp chatbot flow.
Ideal for: Sending follow-ups or triggering post-interaction workflows.

9. Thread Move to Specific Folder  

Triggered when a chat is moved to a specific folder in the inbox.
Example: If a conversation is moved to "Ready for demo," the bot can send a message or assign an agent.

 Create a new trigger 

Select the node to which you want to add a trigger and click on “New Trigger” in the right-hand panel.

Types of Actions   

Actions are tasks that the chatbot performs either internally or by connecting with external tools. They help automate workflows, manage conversations, and integrate with platforms like Zoho, Stripe, or Meta. You can configure actions to run before or after a message, depending on the logic of the flow.
  • Attach Comment ID: Links a comment to the conversation.
  • Create Livechat Ticket: Creates a ticket in Zoho Desk.
  • Send Email: Sends an automatic email.
  • ChatGPT Text Completion: Uses AI to generate or complete text.
  • Move Thread to Folder: Moves a conversation to a specific folder.
  • Add/Delete Agents to/from Zoho Cliq: Manages agents in Zoho Cliq.
  • Insert/Search/Update Record in Zoho CRM: Full CRM record management.
  • Generate a Payment for Stripe: Handles payments directly from the chatbot.
  • Mention All Users in Channel (Zoho Cliq): Tags all users in a channel.
  • Change Thread Agent (Inbox): Reassigns the conversation to another agent.
  • Save Temp Data: Stores temporary data like name or email.
  • Subscribe / Unsubscribe: Manages user subscriptions.
  • Enable / Disable Livechat: Enables or disables human support.
  • Set / Remove Agenda: Schedules or removes future actions.
  • Change Language: Changes the language of the chatbot or current chat.
  • Invoke API: Executes external API calls.
  • Save Member Info in DataSource: Stores user info in WOZTELL's database.
  • Send Conversation Event: Sends conversion events to Meta for campaign tracking.
  • Inbox Agent Assignment: Automatically assigns agents based on availability or workload.

 Create a new Action  

You can create an action that runs before or after the node. To do this, you will need to select the corresponding node and select “+ New action” in “Pre-actions” or “Post-actions.”

Types of Responses

WOZTELL's platform, through WhatsApp Cloud API, allows the chatbot to deliver a wide range of message types to create rich, interactive, and user-friendly conversations.
  • Video: Share video content for product demos, tutorials, or greetings.
  • Audio: Deliver short audio messages, voice notes, or confirmations.
  • Image: Send pictures to support your message, show products, or enhance visual appeal.
  • Text: Standard text messages to share information or ask questions.

 Create a new Response  

To create a new response, you will need to select the corresponding node and select “+ New response” in the right panel.


Redirection   

Redirection allows you to move users to another node within the conversation flow. It includes the following properties:
  • Tree: Defines which flow the redirection happens in.
  • Node: The specific node to redirect the user to.
Common use: When additional steps or validations are required before proceeding.

Contact Tagging   

Automatic tagging helps classify and segment users based on their behavior.
Benefit: Personalizes the experience and simplifies future tracking and filtering.

Analytics   

Enabling analytics within the flow helps gather performance metrics:
  • Conversion rates
  • Interactions per node
  • Unique users
Best practice: Use this data to improve flows and guide optimization decisions.
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Info
More information about Bot Builder elements:
For more detailed information on each of the chatbot builder elements, we invite you to access each of the articles in the knowledge base here.