Chatbots Configuration
Last updated
Last updated
A Cubu Chatbot defines a chat channel for a specific chat client (e.g., WhatsApp) that can handle incoming chat messages from customers. The bot performs an automated conversation with a customer to determine his needs, gather required data, and hand the chat to a live agent.
The chatbot creates a new case record using the selected service's settings.
An organization can define multiple chatbots to accommodate multiple WhatsApp numbers, ensuring flexibility and scalability for handling customer interactions across different channels.
To create a chatbot, click the New Chatbot button on the Chatbots page to open the New Chatbot dialog.
Chatbot name: A name uniquely identifying the chatbot in the organization.
Chat client: The chat application to use. Currently, WhatsApp is supported.
Chat profile: The chat profile contains texts and translations the chatbot uses.
This section allows you to customize the chatbot’s name and add a description to provide context or additional information.
Use the Flow dropdown to choose the flow associated with the chatbot. Currently, only “Flow I” is available. In this flow, the customer:
Selects a service from a predefined list.
Choose a service type.
Enters the required information as defined by the service and service category. This includes contact information, self-authentication using OTP or validation fields, and the required fields defined by the service category.
Connect with a live agent for further assistance.
Enabled: This checkbox allows you to enable or disable the chatbot. Disabling it will prevent customers from accessing and interacting with the chatbot.
In this section, you select the services available to customers. Click "Add Service" to open a dialog that allows you to choose a walk-in service from any unit within the organization.
Notes:
Make sure to select services in categories containing at least one service type supporting the Chat channel.
If only one service is selected, the service is automatically selected and the service-selection step is skipped.
Supported languages: Define one or more languages supported by the chatbot. If multiple languages are selected, customers will be prompted to choose their preferred language during the initial interaction.
Default language: When a customer has not specified a language preference, the chatbot's welcome message and other texts use the default language or locale.
This section contains settings specific to chatbots using WhatsApp as their chat client.
Callback URL: The Callback URL is the publicly accessible URL (endpoint) you provide to Facebook (or WhatsApp) when setting up Webhooks. WhatsApp will use this URL to notify Cubu when customers send messages to the WhatsApp number.
Phone number: The WhatsApp Business Account's phone number ID (or the sender's ID) from which the message is being sent.
Phone number ID: The Phone Number ID is a unique identifier assigned to the WhatsApp Business phone number you have registered for use with the WhatsApp Business API.
App secret: The App Secret is a confidential key to secure your application. You can find it in the Facebook for Developers dashboard for the app you are working on.
Callback verify token: A Callback Verify Token is a token that you define when setting up a Webhook for Facebook or WhatsApp (using the Facebook Developer API). It is used during the Webhook verification process to ensure that the Webhook endpoint is correctly set up and that only legitimate requests from Facebook are processed.
Access Token: You get this token when you set up your WhatsApp Business API account via Facebook's developer platform.
Chat profile: A containing the texts used by the chatbot and their translation into supported languages.
