How to create outbound Bots
Overview
The simplest Bot you can create is an Outbound one step Information Bot. This will send a message to the recipient and move to the next step.
The documentation below describes the process of building Bots on our new Web App. If you are looking for old UI documentation please follow this link.
How to build your first outbound Bot - Quick tutorial
Fullscreen here - Outbound Information Bot (vimeo.com)
How to build your Bot
Log to Webio, click into BOTS then BUILD A BOT.
If you can't see Bots speak to your administrator about your access level
Bot configuration:
Choose:
- An unique Bot name.
- The channel you want your Bot to use.
- Please note that changing a channel type on a built bot is not possible. When a bot is created, it's built with specific fields that are only used for the selected channel.
- Your organization Sender ID from where the Bot will be sent from.
- 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.
- The exact name of the fieldname (Campaign file column header) where you have stored your customer channel address (Phone numbers, WhatsApp IDs, Viber Numbers, etc.)
- If your fieldname doesn't appear in the "Sent To", simply click on "+Add Custom Value" and map it. Once added select it from the "Sent To" field.
If needed, you can modify the bot's name, Sender ID, and Sent To field by navigating to the Bots screen and clicking EDIT on the desired bot. Remember to click UPDATE BOT after making any changes. You can also update the configured flow once is build (Check next paragraph) . Please note that certain steps, such as Global Intents or Logical Branches, have limitations once they are created. If you need to change the configuration of such steps, we recommend creating a new step and replacing the old one. Additionally, changing a channel type on a built bot is not possible. When a bot is created, it is built with specific fields tailored to the selected channel.
Simple conversation flow - Building Example
- Navigate to MESSAGE, select PLAIN TEXT then drag and drop the element on the Bot building screen.
- Compose your message then click save.
When you hit SAVE, a default output will appear on the card. This output can be used to link the current step to another and move the conversation flow to the following step. Bots are created by designing a flow of conversational steps that integrate various functionalities, such as natural language understanding, payment processing, and fallback mechanisms. The building process begins with defining inputs (e.g., user messages or commands), outputs (e.g., bot responses or actions), and rules/logic that guide the conversation. You can configure routes within the bot based on dynamic factors like time of day, day of the week, agent availability, inbound replies, and more. Each step in the bot's flow is tailored to enhance the user experience, ensuring that the bot interprets inputs, applies predefined rules, and delivers seamless interactions across selected communication channels
For instance, you may want to implement a "Move to queue" or "Set status" step. Check here the possibilities you can achieve combining the available Webio's Conversational Steps.
Adding custom Fieldnames
When composing a message, use #Fieldname# (type # in the message box) to access the list of fieldnames available to the organization. These fieldnames should correspond to those in your Campaign Template File (column headers) or Internal System (via Webhook integrations). The fieldnames you include in the message box will pull the custom values stored for the contact in the specified fieldname. This method ensures the message is personalized and relevant to the customer.
Make sure the #Fieldnames# you include in your message, are exactly the same as the ones on your Campaign Template file.
If your Custom Field does not appear in the #Fieldname# list, click ADD CUSTOM VALUE and map it.
Learn more about Custom Fields here.
- When you are happy with your Bot configuration hit CREATE BOT.
Your Bot is now ready to be sent out through an outbound Campaign, check here how to create one.
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