How to Set Up Chatbot for Social, Live Chat, and SMS Channels

Comm100’s Chatbot is a virtual agent that can answer your visitor's questions. It can also perform tasks like booking a ticket, qualifying leads, and so forth. It works like a human agent to help visitors and find solutions to their questions. Comm100 allows you to set up Chatbot for your social (WhatsApp, WeChat, Twitter, Facebook, Instagram, LINE, and Telegram), Live Chat, and SMS accounts to Keyword and NLP Bot.

Before setting up Chatbot for the social and SMS channels, ensure that your social and SMS accounts are added to Comm100. To learn more on adding social and SMS accounts to Comm100, see this article.

Benefits of using a Chatbot 

The following are the benefits of using a Chatbot in your business:  

  • Faster response time: The Chatbot is like a robot fed with questions and answers. It replies as soon as it sees a visitor on your site, while the agent may take some time to think of a possible solution and type the message. 
  • Handling capacity/multitasking: There is a limitation to the number of chats an agent can handle at the same time, while the Chatbot can have thousands of simultaneous conversations.
  • Cost-effectiveness: Chatbot can do the job of many agents at a time and can be preferred over hiring agents if your revenue is not very high. 

To learn more about the benefits of using a Chatbot, see this article.

Using Chatbot in Live Chat 

To get the Chatbot working on the Live Chat channel, you must add the Live Chat channel to the Chatbot. 

  1. Log in to your Control Panel.
  2. Go to Bot > Chatbot > Manage Chatbots > Chatbot.
  3. Click New Chatbot.
  4. On the New Chatbot drawer, provide a Name and Description of the bot.
  5. Select bot Engine and Language from the drop-down list.
  6. Select Live Chat from the Channel drop-down list.  
  7. Click Save.kb-chatbot-01.png

To use Chatbot in the Live Chat channel, follow these steps: 

  1. Log in to the Comm100 Control Panel. 
  2. From the left navigation menu, go to Live Chat > Campaign. 
  3. Select a campaign from the drop-down list and go to Chatbot. 
  4. Turn on the Chatbot toggle key.kb-cb-01.png
  5. From the Chatbot for campaign drop-down list, select bot. kb-chatbot-02.png
  6. Define chat distribution to the bot. You can choose to allocate chats to the bot either when agents are online or offline.
    • When agents are online: 
      You can allocate chats by defining a queue length or setting the percentage of distribution.
      In case you choose the option to define queue length, the new chat requests are distributed to the bot when the total requests waiting in the queue reach the defined threshold.  
      Note: This option works only when you accept chats automatically.
      If you choose to set a percentage of distribution, the chats get allocated to the bot based on the defined percentage. Defining this percentage varies if Routing Rules are enabled or disabled in the Live Chat Campaign setting. 
      If your routing rules are enabled from Live Chat > Campaign > Routing Rules, click the Routing rules link on the Chatbot page and set the distribution. 
      If routing rules are disabled, you can set the distribution percentage on the same Chatbot page. 
    • When agents are offline: 
      All chats are allocated to the chatbot in this case.routing 1.png
  7. Click Save. 

Using Chatbot in Social Channels

To set up Chatbot for social channels, follow these steps:

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to Bot > Chatbot.
  3. Click the drop-down list and go to the Manage Chatbots area.
  4. Click Manage. kb-chatbotchannel-01.pngThe Chatbots drawer appears.
  5. On the Chatbots drawer, click New Chatbot.chatbot on social channels.png
  6. On the New Chatbot drawer, provide a name and description of the bot.
  7. Select an Engine, Language, and Channel of the bot from the drop-down list. 
  8. Click Save.kb-chatbotchannel-03.png
    The new bot now appears on the Chatbots list.routing 2.png
  9. Next, from the left navigation menu, go to Ticketing & Messaging > Channels.
  10. Select the social channel for which you want to configure the bot.
  11. On the Channel Account tab, add your new social channel account or choose from an existing added account. To learn more on adding social and SMS accounts to Comm100, see this article.routing6.png
  12. Once your social channel account is successfully added, go to the Bot Configuration tab, and turn on the Enable toggle key and click the Pencil icon.routing rules 2.png
  13. On the Edit Bot Configuration page, select a bot for the social channel account.
  14. In case the Routing Rules is disabled from the Ticketing & Messaging > Settings > Routing Rules page, the  Route Tickets to Bot section appears.
  15. Set a percentage of routing tickets to Bot when the agents are online or offline.
    Note:  In case the Routing Rules is enabled from the Ticketing & Messaging > Settings > Routing Rules page, click routing rules. Based on your scenario, on the Routing Rules page, set a percentage of routing tickets to Bot when the agents are online or offline.
  16. Click Save.
    routing 4.png

You have successfully set up Chatbot for a social channel.

Note: You can now only use a Chatbot across one channel at a time. The Chatbot that was earlier bound with multiple channels will continue to work the same way.