What is an interactive bot?

The Interactive Bot is a tool designed to optimize the initial interactions between a business and its customers. Its main objective is to provide fast and automated responses, improving the customer experience. This tool can be easily configured according to the user’s specific needs.

What does the Interactive Bot do?

The bot handles frequently asked questions and automates common processes, allowing businesses to:

  • Respond efficiently and consistently.
  • Customize and configure its operation according to the client’s requirements.

Note: Although the bot does not operate completely independently, it facilitates key processes for the initial interaction.

A bot configured in REACH can

  • Automatically respond to frequently asked questions with text or multimedia.
  • Offer menu options through interactive buttons on WhatsApp.
  • Collect client data (such as name or email) and send it to a CRM system.

Types of Bot Flows

The bot uses predefined and configurable flows to perform its functions. There are two main types:

Configurable Flows

  1. Action Flow
  • Automates processes that require continuous interaction.
  • Example: Checking the status of an order:
    • Ask the client for an order number.
    • Confirm if the provided number is correct.
    • Assign the request to an agent if necessary.
  1. Question and Answer Flow
  • Designed to answer frequently asked questions.
  • Example:
    • If a client writes “What are your hours?”, the bot will automatically respond with the configured information.

Predefined Flows

The bot includes two basic flows that come pre-configured:

  1. General Response
  • Activates when the bot does not understand a request.
  • Example response: “Sorry, I don’t understand your request. One of our agents will assist you shortly.”
  • Optionally, assigns the query to an agent or group of agents.
  1. Welcome Response
  • Greets users and provides basic information on how to interact with the bot.
  • Example response: “Hello, welcome. Try typing ‘business hours’ for more information.”

Available Actions in Flows

Labels

  • Allow conversations to be categorized and help with tracking and data analysis.

Multimedia

  • Ability to add videos, images, and documents to the flow (depending on the communication channel).

Assignment

  • The bot can transfer the conversation to:
    • A human agent.
    • A group of agents.
    • A bot-type user.

Note: If the conversation is assigned to a human agent, the bot will stop responding automatically.