Bots

With this guide you will learn how to create and configure Bots in uContact to automate conversations with your customers in an easy and effective way. Bots allow you to automate conversations on text channels such as WhatsApp, Messenger, Instagram, SMS, WebChat, and Email. Let's get started!

What are Bots?

Bots are automated assistants that allow you to manage conversations on text channels. They can answer frequently asked questions, guide customers through processes, collect information, and perform automatic actions, freeing your agents from repetitive tasks.

Bot Types

• Bot: Full bot with a visual flow editor for automating conversations on text channels.
• Bot Function: Reusable logic block that can be called from other Bots or IVRs.

How to Create a Bot?

Creating a Bot is very simple! Here's how to do it.

1. First, access the Administrator Menu, go to the Automations module, and then to Bots.

Once here, click the New button in the upper right corner.

2. A pop-up will appear where you must enter the basic information to create the Bot. Below is an explanation of each field.

• Name: the unique name that identifies the Bot. Use descriptive names that indicate its purpose (e.g., "Bot_Welcome_WhatsApp", "Bot_FAQ_General").
• Type: the type of Bot to create — either Bot or Bot Function.
• Description: optionally, you can add a detailed description to document the purpose and behavior of the Bot.

3. Once created, you can access the Flow Editor where you will design the Bot's logic using visual nodes such as send message, capture response, validate information, transfer to agent, and more.

Flow Editor

Bots use a visual flow editor that allows you to design the automation logic intuitively through nodes that connect to each other.

Main Components

• Nodes: Represent specific actions (send message, capture input, validate data, etc.).
• Connections: Lines connecting nodes that define the conversation flow.
• Variables: Store customer or conversation information to use throughout the flow.
• Conditions: Allow you to create branches in the flow based on user input or system data.

Most Used Nodes in Bots

• Send message: Sends a text message to the customer.
• Capture input: Captures the user's response (text).
• Transfer: Transfers the conversation to an agent or another campaign.
• Condition: Evaluates conditions to direct the flow through different paths.
• Variable: Saves or modifies values in variables for later use.
• API: Makes calls to external services to retrieve or send information.
• Send file/image: Sends multimedia files to the customer.
• Buttons/Quick replies: Presents predefined options for the customer to select.
• End: Ends the conversation.

Bot Activation

Once you have designed your Bot's flow, you must activate it (put it into production) so it can be used in your campaigns.

How to Activate?

1. Access the Bot list from the Automations module.
2. Click on the Bot you want to activate.
3. Inside the editor, find the Activate or Put into production button.
4. Confirm the activation.

Once activated, the Bot will be available to be configured in the text channels of campaigns.

Bot licenses required!

Remember that to activate a Bot, you must have an available Bot license. Each activated Bot consumes one Bot license. Bot Functions do not consume licenses. You can check further details with the Commercial team.

Associate a Bot with a Campaign

Once your Bot is activated, you must associate it with a text channel in a campaign for it to start working.

Steps to Associate a Bot

1. Access the Campaigns module.
2. Edit the campaign where you want to use the Bot.
3. Click on the corresponding text channel (WhatsApp, Messenger, Instagram, SMS, WebChat, or Email).
4. In the channel configuration, select the Bot you want to use.
5. Save the changes.

Version History

All changes made to Bots are recorded in a version history, allowing you to:

• See who made changes and when.
• Compare previous versions.
• Restore a previous version if necessary.

How to Access the History?

1. In the Bot list, click the History icon (clock icon) of the Bot you want to review.
2. A window will open with all saved versions.
3. You can view the details of each version and restore it if needed.

Important Considerations

Key points to keep in mind

• Bot Licenses: Each activated Bot consumes one Bot license. Bot Functions do not consume licenses.
• Activation required: Bots must be activated (put into production) before they can be used in campaigns.
• Test before activating: Always test your flows in a development environment before activating them in production to avoid negative impacts on customer service.
• Clear naming: Use descriptive names that clearly indicate the Bot's purpose (e.g., "Bot_Welcome_WhatsApp", "Bot_FAQ_Support").
• Documentation: Use the description field to document the purpose and behavior, making future maintenance easier.
• Version history: All changes are recorded. You can restore previous versions at any time.
• Reusable functions: Use Bot Functions to create reusable logic blocks that you can call from multiple Bots.
• Variables: Use variables to store and reuse customer or conversation information throughout the flow.
• Validations: Always validate user input to handle errors and provide a better experience.
• Fallback to agent: Always include an option to transfer to a human agent when the Bot cannot resolve the query.
• Clear messages: Write concise, easy-to-understand messages. Avoid unnecessary technical jargon.
• Quick replies: Use buttons and quick replies whenever possible to facilitate interaction.
• Response time: Configure the Bot to respond quickly. Users expect immediate responses on text channels.

Frequently Asked Questions

What is a Bot Function?

A Bot Function is a reusable logic block that you can create once and call from multiple Bots. This allows you to keep common logic in a single place, making maintenance easier and avoiding duplication.

What is the difference between a Bot and an IVR?

IVRs are used exclusively in the Telephony channel to create interactive voice menus, while Bots are used in text channels such as WhatsApp, Messenger, Instagram, SMS, WebChat, and Email.

Can I test a Bot before activating it?

Yes, the flow editor includes testing tools that allow you to simulate the Bot's behavior before activating it in production. You can also create test campaigns to validate the full functionality.

How can I see the changes made to a Bot?

Access the History of the Bot from the list. There you can see all saved versions with date, the user who made the change, and you can restore previous versions if necessary.

Can I use the same Bot in multiple campaigns?

Yes, Bots are global and can be configured in multiple campaigns and channels simultaneously. You just need to select them in the channel configuration wherever you want to use them.

What happens if I deactivate a Bot that is in use?

If you deactivate a Bot that is configured in one or more campaigns, it will stop working immediately in all of them. Interactions that arrive on that channel will not be handled by the Bot and may go directly to the agent queue, depending on your configuration.

Can I copy an existing Bot?

Yes, from the Bot list you can use the Copy option to create an exact copy of an existing Bot. This is useful when you want to create a variation of an existing flow without starting from scratch.

How can I make a Bot transfer to an agent?

Use the Transfer node in the flow editor. This node allows you to configure which campaign and specific agent (or agent queue) the conversation should be transferred to.

Can Bots send images and files?

Yes, Bots can send images, files, videos, and other types of multimedia using specific nodes in the flow editor. The availability of these content types depends on the channel (for example, WhatsApp supports images, videos, documents, while SMS only supports text).

Can I integrate the Bot with external systems?

Yes, you can use the API node in the flow editor to make calls to external services (REST APIs). This allows you to retrieve information from databases, CRMs, ERPs, or other systems and use that information in the conversation with the customer.

How do I handle cases the Bot cannot resolve?

Always include a fallback option in your flow. When the Bot cannot understand or resolve a query after a certain number of attempts, it should offer the option to transfer the conversation to a human agent.

Do Bots understand natural language?

Bots in uContact can be configured with intent and entity recognition using natural language processing (NLP). This allows the Bot to understand variations in how users express their queries, beyond exact keyword matches.