Configuration Details

The configuration process of the Interactive Bot is essential to ensure effective communication with your customers. In this guide, you will learn step by step how to create and configure your bot, including setting up general responses, welcome messages, and automated actions.

Bot Creation

To create an interactive bot, follow these steps:

  1. Log in to Reach.
  2. Click on the user icon in the top right corner and select “Account Settings.”
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  1. In the left side menu, click on “Conversations” and then “Interactive Bot.”
  2. Click the “Create” button.
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  1. Complete the form with the bot’s name, the display name for the bot in conversations, and select the bot’s language (English or Spanish).
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  1. Add the channels where the bot will be available.
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General Response

What does the General Response include?

  • Acceptance Message: The initial message sent to the client when the bot does not understand or cannot process their request.

    • Example: “I’m sorry, I can’t process your request at the moment. I will transfer you to an agent.”

  • Variant Message (Optional): An alternative to the main message.

    • Example: “Sorry, I don’t understand your request. One of our agents will assist you shortly.”

  • Internal Actions: Actions executed by the bot after sending the message.

    • Example: Assign the interaction to the Sales Team group.
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Steps to Configure the General Response

  1. Access the Configuration:
    • Go to the Interactive Bot settings panel in Reach.
    • Select the default flow called General Response.
    • Select Edit.
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  1. Configure the Messages:
    • In the Acceptance section, write the main message that the bot will send to the client.
      • For example: “I’m sorry, I can’t process your request at the moment. I will transfer you to an agent.”
    • Optionally, you can add a variant to alternate the message and make the interaction more natural.
      • For example: “Sorry, I don’t understand your request. One of our agents will assist you shortly.”
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  1. Configure Actions:

    • In the Actions section, select the type of action you want to execute.
      • Example: Assign Group.
    • Choose the group to which you want to assign requests that the bot cannot handle.
      • For example: “Sales Team.”

  2. Save Changes:

    • Click the Save button to apply the configuration.
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  • Example: Conversation View
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Welcome Response

What does the Welcome Response include?

The Welcome Response is the bot’s first contact with the client, and it is crucial to configure it correctly to provide a friendly and efficient experience. Below are the main steps:

  1. User Intent: On the left side, configure the “user intent,” which refers to incoming messages, i.e., messages that will trigger the bot’s response. Examples:
    • “Hello"
    • "Good morning"
    • "I want more information"
    • "Good evening”

These messages are the keywords that the client can write for the bot to recognize and activate its greeting.

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  1. Acceptance Message: This is the bot’s initial greeting when it detects a user intent. Example message:

    • “Hello, it’s a pleasure to assist you. Try typing ‘business hours’ to access the question and answer flow with business hours information.”

Note: Up to 20 acceptance message variants can be added to make it more dynamic and avoid the bot becoming repetitive. However, it is recommended to use few variants to ensure consistency and avoid conflicts.

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  1. Menu or Custom Message (Optional): You can include a mini interactive menu to help the client select a topic of interest using buttons.

Customization Options

  • Header Text: An introductory message, for example: “This might also interest you”
  • Body Text: This text appears below the header. Example: “Select the option of your interest”
  • Footer Text: You can add an additional message, such as a slogan or a reminder.

Available Intents

  • Action or question-and-answer flows previously created are enabled. You just need to click on each one to add them to the menu. Examples:
    • Check Order
    • Business Hours
    • Locations
    • Promotions

Important: This menu is optional but can make the experience more intuitive and dynamic for the client.

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  1. Additional Actions: You can add complementary elements to the acceptance message to further personalize the interaction. The available options are:

    • Multimedia: Add images or videos to make the message more visual and interactive.

    • Labels: Use labels to categorize the interaction according to the client’s or business’s needs.

    • Assignment: Configure direct assignment of the interaction to a group of agents or a specific agent.

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Steps to Configure the Welcome Response

  1. Access the Configuration:

    • Go to the Interactive Bot settings panel in Reach.
    • Select the default flow called Welcome Response.
    • Select Edit.

  2. Configure the Messages:

    • User Intent: On the left side, configure the “user intent,” which is the client’s message that will trigger the bot. For example:
      • “Hello"
      • "Good morning"
      • "I want more information"
      • "Good evening”
    • Acceptance: Write the main message that the bot will send to the client.
      • For example: “Hello, it’s a pleasure to assist you. How can I help you today? Try typing ‘business hours.‘”
    • Optionally, you can add a variant to alternate the message and make the interaction more natural.

  3. Menu or Custom Message:

    • You can generate a mini menu with the action or question-and-answer flows you have previously created.
    • If you want to add a header, place it in “Header Text,” for example:
      • “This might also interest you.”
    • Place the body of the menu message, for example:
      • “Select the option of your interest”
    • Select the flows you want to add to the menu or custom message.

  4. Configure Actions:

    • In the Actions section, select the type of action you want to execute.
      • Example: Multimedia / Image.
  • Example: Conversation View
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Action Flows

Step 1: Creating the Flow

  1. Flow Name: Assign a name that identifies the purpose of the flow. For example, “Check Order.”

  2. Description (Optional): Add a brief description that indicates the flow’s functionality. Example:

    • “Automates the query of progress on placed orders.”

  3. Example Phrases: Include phrases that users might write to activate this flow. Example:

    • “How is my order?"
    • "I want to know the status of my order."
    • "Check order."
    • "When will my order be shipped?”

Note: These phrases work as keywords for the bot to recognize the user’s intent. It is important to separate them with commas.

  1. Include in the Menu (Optional): Enable this option if you want the flow to appear in the bot’s interactive menu.

    • Menu Label: Enter the text that will be displayed in the menu. Example: “Check Order.”

  2. Save and Continue: Click the “Create Interaction” button to save the flow’s initial configuration.

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Step 2: Configuring the Flow

  1. Configuring the Acceptance Message: Define an initial message to welcome the user and start the interaction. You can also assign internal actions, such as labels.

  2. Configuring Data and Questions: At this stage, specific information is collected from the user, such as the order number. It is necessary to define the data type (in this case, “number”) and write a clear message to request it.

Example: Conversation View

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