How to Build Flows Using Quick Replies

When a visitor visits your page and asks a question to the Chatbot, a conversation begins. Your Chatbot greets the visitor and helps them with their questions. Use quick replies and create flows to let the Chatbot guide your visitors to specific intent. 

 

Using Quick Replies to create flows 

Consider a scenario: You run an online gift store and sell things like cakes, flowers, candles, and chocolates. Your Chatbot can present a few quick replies you created to the visitor and continue the conversation.  

Each of the quick replies takes the visitor to the linked intent, and the flow continues. 

There can be cases when the options you provide, do not meet the visitor’s requirement. The Contact agent option is useful in such scenarios.  

You can also consider using Canned Quick Replies. You can use canned quick replies in cases where any quick reply is being reused. 

Note: An intent should be present to link with any quick replies. In case it is not there, then create a suitable intent, and link it to the quick reply. 

 

Creating Quick replies 

You can add quick replies to Event messages and to the Answers section of the intents. 

Note: These steps show how to navigate from the Event message and create quick replies, but it is a similar process to add quick replies to any intent.   

To create quick replies, follow these steps: 

  1. Log in to your Comm100 Control Panel. 
  2. In the left navigation menu, go to Bot > Chatbot.
  3. Select your Chatbot from the drop-down list.
  4. Go to Event Messages.
  5. On the Event Messages page, click the Pencil icon beside the Message when a visitor starts a chat. 
  6. On the Edit Message page, select the channel.  

    Note: You can add quick replies on Live Chat, Twitter Direct Message, and Facebook Messenger channels.
  7. From the Actions section, drag the Send quick reply and click the Plus icon to input the option text.   
    Note: You can choose to disable the typing option for your visitors. Use the Allow visitors to use the input area option to enable or disable the typing option. 
  8. You can link each option to an Intent. Choose an intent from your intent library and link the intent. You can also provide the option to contact an agent by adding this action.Image 35.png

  9. Click Save

 

Creating Canned Quick replies 

For frequently used quick replies, you can consider using the Canned Quick Replies. These can easily be re-used on other intents. 

You can add canned quick replies to Event messages and to the Answers section of the intents.  

To create canned quick replies, follow these steps: 

  1. Log in to your Comm100 Control Panel. 
  2. In the left navigation menu, go to Bot > Chatbot.

  3. Select your Chatbot from the drop-down list and go to Canned Quick Replies.
  4. Click New Canned Quick Replies.
  5. Enter a Name.
    • Choose between the following:Image 34.png
      1. Trigger an intent
      2. Contact an agent 
    • Select an intent from your intent library and link the intent. 
    • Click OK. 
  6. Click Save