Chatbot Feature Guide

This guide introduces you to the essential functionalities needed to get you started with Comm100’s Chatbot. Work through each section's steps, decide what you require for your business, and configure the Chatbot accordingly. You are ready to launch after you have worked through the guide.

 

Working with your Chatbot’s Control Panel 

You can set up and control the operations of the Chatbot from the Control Panel. The Control Panel allows you to work with the different functionalities of the Chatbot. This guide helps you perform the initial setup of your account to start using Comm100 Chatbot and manage the Chatbot, intents, entities, and more.

To get started quickly with Comm100’s Chatbot, you need to do the following:

 

Setting up your Chatbot 

Set up the Comm100 Chatbot and use it as a virtual agent to answer your visitors’ questions. Use the Chatbot for visitor interaction on issues ranging from technical support, general customer service, sales, and any other areas based on your business requirements.  

Note: The Chatbot is an add-on feature with an additional cost. Contact us at sales@comm100.com for the pricing details.  

Follow each section in this article to create and begin using the Chatbot.

 

Creating a new Chatbot 

To create a new Chatbot, 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 section.
  4. Click Manage

    The Chatbots drawer appears.
  5. Click the New Chatbot button.
    The New Chatbot drawer appears.
  6. Type a name. 
  7. From the Language drop-down. Select a language of your choice.
  8. Click Save.
Note: By default, you can create up to three Chatbots. The limit is only for Comm100 Chatbots and not for third-party bots.  

To learn more about third-party bots, see this article.

If you want to create more Chatbots, you can send a request by filling out the New Bot Request form. 

 

Enabling the Chatbot for your Campaign 

A new Chatbot is not attached to any channel by default. Associate the Chatbot with a Live Chat campaign or use it on Ticketing & Messaging platforms. 

To learn more on how to start using a Chatbot on different channels, see this article.

 

Creating Chatbot Intents, Entities, and Quick Replies 

Create a well-organized intent, entities, and quick replies library for the Chatbot to help it converse with the visitor.  

Note: While Intents are necessary for using a Chatbot, Entities and Quick Replies are not. You can consider starting with creating intents and creating entities and quick replies later.

Intents 

Intents are the purposes or goals that a user wants the Chatbot to understand, such as booking a flight, paying a bill, or finding a news article.  

Create intents for your most frequently asked questions and their answers.  

To learn more on how to create intents, see this article. 

Entities 

A Chatbot Entity contains detailed information relevant to a visitor’s purpose and helps you extract a data type from the visitor’s questions. The data can be a name, product name, date, or any group of words. 

To learn more on how to create entities, see this article.

Quick Replies

Quick Replies display in the chat window as clickable buttons with pre-defined answers. When clicked, the button provides a quick response or connects the visitor to an online agent. 

To learn more on how to use quick replies, see this article. 

 

Setting up Smart Triggers 

Smart triggers allow you to perform automated actions when an event occurs, or defined conditions are met while the Chatbot is chatting.  

These automated actions can include sending notifications to your agents, monitoring a chat, transferring a chat to a live agent, adding a visitor to the pre-defined visitor segment, and so forth. 

To learn more on how to set up smart triggers, see this article.

 

Evolving the Chatbot using Learning 

The Chatbot keeps track of when it does not have a High Confidence Answer to a question, or if a visitor rates an answer as Not Helpful. You can see all such questions in the Learning section. 

This section helps you enrich and optimize your Intent base. You can add visitor-asked-questions to your question base either by adding a new intent or adding it as a similar question of an existing intent.  

To learn more on how to use the learning section, see this article.