Chatbots¶
Un Chatbot est un programme conçu pour imiter une conversation avec un être humain. Les chatbots se voient attribuer un script d’étapes rédigées préalablement à suivre. Les scripts sont conçus pour anticiper la réponse potentielle d’un visiteur et le guider à travers une série de questions et de réponses, comme le ferait un membre de l’équipe en chair et en os.
Chatbots can be customized to fill various roles, from customer support, to creating leads, to collecting contact information. The goal of each chatbot can vary based on several criteria, including the webpage where it is located, and the information it captures.
Créer un chatbot¶
Before creating a new chatbot, the Live Chat application must first be installed on the database.
This can be done directly from the Live Chat
in the Search… bar, and clicking Install.
Once the Live Chat application has been installed on the database, go to
.Note
When the Live Chat app is installed, a sample chatbot is created, named Welcome Bot. This chatbot has a preconfigured script that walks through a few basic steps, including asking for a visitor’s email address, and forwarding the conversation to an operator.
Le Bot de bienvenue peut être utilisé comme point de départ. Les étapes existantes peuvent être modifiées ou supprimées et de nouvelles étapes peuvent être ajoutées pour personnaliser le script, le cas échéant.
Welcome Bot can be deleted or archived, if necessary.
Pour créer un nouveau chatbot, allez à la page Chatbot ( ) et cliquez sur Nouveau. Une page détaillée vierge d’un chatbot s’affiche.
Sur la page détaillée vierge du chatbot, saisissez un nom dans le champ Nom du chatbot et cliquez sur l’icône Modifier l’image dans le coin supérieur droit du formulaire pour ajouter une photo.
Scripts du chatbot¶
After the new chatbot has been created and named, the next step is to create a script. Chatbot conversations follow an accompanying script. These scripts are comprised of lines of dialog, each designed to deliver or capture information.
To create a chatbot script, click Add a Line in the Script tab of the chatbot detail page, and a Create Script Steps modal appears.
This form must be filled out for each line of text (dialog) that the chatbot could deliver during the conversation.
First, enter the content of the message in the Message field. Then, select an option from the Step Type and Only If drop-down menus.
Types d’étape¶
The Step Type selected depends on the intended purpose of the message. The available options in the Step Type drop-down menu are detailed below:
Texte¶
This step is used for messages where no answer is expected or necessary. Text steps can be used for greetings, to offer resources, such as documentation, or provide links to specific web pages.
Important
Text step types are only intended to deliver information, and do not allow for any visitor input. As such, they must be followed by additional steps to continue the conversation.
Question¶
Cette étape permet de poser une question et de fournir une série de réponses. Le visiteur clique sur une réponse, ce qui le conduit à une nouvelle étape de la conversation ou à un lien facultatif vers une nouvelle page web.
Enter the question in the Message field. Then, under the Answer heading, click Add a Line to create a blank answer line.
Proceed to enter the answer as it should appear to the visitor. To turn the answer into a link that redirects the visitor when selected, add the URL to the answer line under the Optional Link heading.
Repeat these steps for every answer to be included for the question.
Click Save & Close or Save & New.
Astuce
It is helpful to add a catchall answer to question steps (e.g: Something else
). This helps
visitors continue the conversation, even if their needs do not exactly fit with any of the other
answers.
Email¶
Cette étape invite les visiteurs à fournir leur adresse email, qui est enregistrée et qui peut être utilisée ultérieurement par des membres de l’équipe pour obtenir plus d’informations.
The only accepted inputs for this step type are email addresses that are in a valid format. If a visitor attempts to enter anything other than a valid email address, the chatbot responds with a message stating it does not recognize the information submitted.
Téléphone¶
Similar to email, this step type prompts the visitor to enter their phone number, which can be used to follow up with additional information, schedule demos, and more.
Avertissement
Due to the vast number of formats used for phone numbers worldwide, responses to this step type are not validated for formatting, and can include both numbers and special characters.
Transférer à un opérateur¶
This step forwards the conversation to an active live chat operator, so they can continue assisting the visitor. As the conversation transcript is passed on to the operator, they can pick up where the chatbot left off. This not only saves time for all parties involved, it can also help qualify conversations before they reach live operators.
Note
If no active operator is available on the channel, the chatbot continues the conversation with
the visitor. Therefore, additional steps should be added after this one to ensure there is no
abrupt end to the conversation. The additional steps can both inform visitors about the lack of
available operators (e.g. Uh-oh, it looks like none of our operators are available
) and
continue the conversation (e.g. Would you like to leave your email address?
).
Saisie libre/multi-lignes¶
The free input step allows visitors to respond to questions without providing pre-written responses. Information provided in these responses is stored in the chat transcripts.
Choose between Free Input and Free Input (Multi-Line) depending on the type and amount of information the visitor is asked to provide.
Créer une piste¶
This step creates a lead in the CRM application. Select an option from the Sales Team drop-down field that appears to assign the created lead to a specific team.
Note
This step is only available if the CRM application is installed on the database.
Créer un ticket¶
This step creates a ticket in the Helpdesk application. Select an option from the Helpdesk Team drop-down field that appears to assign the created ticket to a specific team.
Note
This step is only available if the Helpdesk application is installed on the database.
Seulement si¶
Chatbot scripts operate on an if/then basis, which means the next question presented to the visitor is determined by the answer provided to the previous question.
To continue the progression of the conversation, the Create Script Steps form for a new step contains a field labeled Only If. This field is where the progression of questions is defined.
If a step is intended to follow all of the previous messages, this field can be left empty. However, if a message should only be sent conditionally, based on a previous response, or several previous responses, those responses must be added to this field.
Important
If any selections are made in the Only If field, they must all be selected during the conversation before this step will be included. Only include selections in this field if they are necessary for this step to be displayed.
Example
Dans le script Bot de bienvenue, un visiteur peut demander des informations sur les tarifs. Si le visiteur sélectionne cette réponse, une étape est prévue pour transférer la conversation à un opérateur. Le chatbot envoie d’abord un message informant le visiteur qu’il vérifie si un opérateur est disponible pour discuter.
Cependant, ce message doit uniquement être envoyé si le visiteur demande des informations sur les tarifs. Dans ce cas, la conversation se déroule comme suit :
Bot de bienvenue : « Que cherchez-vous ? »
Visiteur : « J’ai une question sur les tarifs. »
Bot de bienvenu : « Hmmm, laissez-moi vérifier si je peux trouver quelqu’un qui pourrait vous aider… »
Dans le formulaire détaillé de l’étape Texte, la réponse J’ai une question sur les tarifs a été sélectionnée dans le champ Seulement si. Ainsi, cette étape s’affiche uniquement dans les conversations où cette réponse a été sélectionnée.
Test des scripts¶
To ensure all visitors have a satisfactory experience with the chatbot, each message needs to lead to a natural conclusion. Chatbot scripts should be tested to confirm there are no dead-ends, and to understand what the visitor sees when they interact with the chatbot.
Important
If the visitor provides an answer, or input, that is not assigned a corresponding follow-up response, the conversation stops (dead-ends). Since the visitor cannot re-engage the chatbot, they must restart the conversation by refreshing the chat window, or their browser.
Pour tester les performances d’un chatbot, cliquez d’abord sur le bouton Tester dans le coin supérieur gauche de la page du script du chatbot. Ensuite, après avoir été redirigé vers l’écran de test, répondez aux questions du chatbot comme le ferait un visiteur potentiel du site web.
Lorsque le script a atteint un point final, le message Conversation terminée… Redémarrer apparaît en bas de la fenêtre de chat. Pour reprendre la conversation au débit du script, cliquez sur Redémarrer. Pour retourner à la page du script, cliquez sur Retour au mode édition en haut de la page.
Ajouter un chatbot à un canal¶
Après qu’un chatbot a été créé et testé, il doit être ajouté à un canal de live chat.
First, open the ⋮ (three dots) icon to open the drop-down menu. Click Configure Channel to open the channel detail form.
application, find the Kanban card for the appropriate live chat channel, hover over it, and click theNote
To create a new live chat channel, open the New. See Live Chat for more information.
and clickClick on the Channel Rules tab. Then, open an existing rule, or create a new one by clicking Add a line.
On the Create Rules modal, choose the appropriate chatbot in the Chatbot field.
If the chatbot should only be active if there are no live chat operators available, check the box labeled Enabled only if no operator.
Pour plus d'infos