Chatbot Builder
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This video explains how you can use the Mava chatbot builder to create custom private ticket journeys for your users.
What is the Chatbot Builder
The chatbot builder enables you to create custom ticket flows, to collect relevant user information and automate your support workflows.
The chatbot builder consists of several different elements
Initial Message
The initial message will be shown the users when they open a ticket.
For each block, you can decide whether you want AI to respond to users. If the toggle is on, AI will provide an answer if the user types a message if they've followed that specific path in your chatbot flow.
Keep in mind that users will always have the option to select "Chat to Human" if the AI response is insufficient. Note: at the moment, you cannot edit the text in the "Chat to human" or "I'm done, close ticket" button.
When the "Force Button Select" toggle is on, users will see a warning message "please select a button" if they try to send a message in a support ticket before clicking one of the available buttons.
This feature is designed to guide users through your support chatbot flow. It ensures they interact with the buttons you've set up, which may trigger form questions, apply tags, set categories, and prioritize tickets based on your configuration.
Buttons
You can set up up buttons, to take users through personalized journeys and collect relevant information. You can create up to 5 buttons per layer, but can further triage queries by creating a multiple layers. Buttons can be used to divide tickets by, for example:
Product Line
Language
Request Type (bug report, feedback, sales enquiry)
After a user has clicked a button, you can display custom messages, or ask custom questions via forms.
Forms
Conversational forms allow you to ask users for infomation before they speak with a member of your team. You can add as many form questions as you like and each time a user answers, the bot will ask the user the next question in your form until the form is complete.
Press "Convert to Form"
Type your first question asking for user information, such as User ID, version ID or company name or anything else, e.g. for the user to explain their problem.
If you want to map answers to the right hand panel in the ticket so they are easily displayed you can select your lable from the dropdown under the text box.
Press the Add question button to add as many questions as you like to the form.
Assigning Actions
For each button press, you can assign the following actions:
Priority
Agent
Tag
Category
The purpose is to help you filter tickets in your inbox, based on what users have selected in your chatbot.
Handover Message
The handover message will be displayed to users after they've finished your flow, or after the user has pressed "Chat to Human", if AI cannot solve the request.
It typically contains information around how quickly users can expect a response.
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You can map form questions to any default or custom .
