How To Build An Inbound Bot

How To Build An Inbound Bot


An inbound Bot gathers the Channel ID from which the customer message is being sent then this is then used to send messages back.

Inbound Bots building is quite similar to outbound building ones, but it is essential for your Inbound Bot to include as one of the first steps a Listening or Global Intents that wait for customer reply then take the flow you have configured. 

Bot Configuration

To build an Inbound Bot, navigate to Bots screen and click CREATE BOT.

Now choose:
  1. An unique Bot name.
  2. The channel you want your Bot to use.
  3. Your organization Sender ID from where the Bot will be sent from.
    1. Sender IDs are set within each bot from the IDs available to your Organization, before creating a Bot you will have to set up the Sender IDs that the Bot will be sent from.  Sender IDs can be configured from Settings>Organizations screen. 
    2. To get a Webchat channel assigned to your organization, please get in touch with
  4. For Inbound Campaign the selection in the Sent To field, doesn't matter. Pick the one that you prefer.
Once your Bot is configured you can start building the Inbound Flow. Check the example below. 

Example 1

In the example below, the customer message comes in, and after the initial Logical Branch check, the customer is prompted to provide an input (1 or 2). Once the input is received, the Bot proceeds according to the flow you have configured.  

Example 2

In the example below, the customer message comes in, and before being passed to an agent the customer is asked to fill in a short survey. To build the short, we have first used Global Intents (Step 2), to understand first, if the customer is interested in filling out the short survey. In case the customer returns a positive intent (E.g. "Yes", "Absolutely", "Why not") they will be asked to provide a number from 1 to 5 to express their satisfaction. Entity Gathering (Step 2 - Yes) can detect if the customer reply contains a numerical value or not and route the conversation accordingly. 


Once your inbound Bot is ready, check here how to setup an Inbound Campaign and have your Bot running it.

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