The Key to 24/7 Support for Small Businesses

A Beginner’s Guide to Task Bots

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Chapter 4

DIY: Step-by-step guide to build your own Task Bot

Not too long ago, building a task bot was a time-consuming process that required companies to pay steep fees to a developer to program a bot to fit their specific use case.

Today, creating a task bot is simple with Comm100. It requires zero programming knowledge, and only takes a few minutes. Comm100 Task Bot is also free so businesses of all sizes and resources can experience the growth-inducing benefits of customer service task automation. And, because Comm100 Task Bot lives within your live chat window, incorporating them into your existing customer service strategy is seamless.

To prove just how easy it is to build your very own task bot (or as many as you’d like!), here is a step-by-step guide to creating and deploying a Comm10 Task Bot.

Step 1: Create a new bot

To begin, log into the Comm100 platform and click on the bot module in the far left column. From there, select ‘Task Bot’ from the menu. You’ll be taken to the Dashboard where you can create and view your bots, bookings, and collected leads. From here, simply click on ‘New Task Bot’.

Step 2: Choose a template

From there, you will be prompted to choose one of four templates: Lead Generation, Meeting Booking, Customer Support, and FAQ. You also have the option to create your own bot from scratch.

Templates act as a blueprint for building your bot. They are easy to edit and customize to meet your company’s needs. Select the template that best fits your desired use case. A pre-built task bot flow will populate on the dashboard as seen below.

Step 3: Customize the conversation workflow

Once you’ve named your bot, it’s time to edit the messaging within the pre-populated workflow.

The first message in the sequence is the greeting message. Task bots typically start by introducing themselves and offering a selection of topics that they can help with for the customer to choose from.
Each template comes with its own sample greeting and set of buttons which trigger different actions which you can edit. You can also add more buttons by clicking ‘Any other response.

Buttons can trigger three types of actions:

    • Send content: text, a quick reply, an image, or a video
    • Collect info: customer’s name, email, phone number, location, and more
    • Perform an advanced action: trigger a webhook, an SSO login button, book a meeting, send an email.

As you create your Comm100 task bot content, be sure to leverage the right media for your response. If something requires a long answer with several steps, it may be better to link to an article or to insert a how-to video than to type out those steps. Similarly, if you need to include a lot of text, you should break it down into small, digestible bits that look and feel similar to how you would text a friend or colleague. When using links, you can also choose how each article opens: whether it’s in the side window, a new tab, or the same browser (make sure the way this happens is convenient for users, too!). The way you present information should go beyond engagement: it has to be functional, too.

For additional personalization, you can also use dynamic info when building out your Comm100 task bot’s content. When you collect dynamic info, such as a user’s name, your Comm100 task bot will remember and use this in future messages.

Step 4: Account for flow and exit

Once a user has asked their question, they aren’t necessarily done with the task bot. No matter what your use case is, your user should have a clear route to wrap up their communication with your task bot. It should be easy for users to start their interaction over, ask more than one question, escalate an issue to an agent, leave an offline message, or perform any other exit action.

Comm100’s templates come prefilled with a flow that is tailored to 4 different use cases. All of these templates account for both successful interactions – such as when a task bot user is able to fully resolve a query or complete an intended action – and for unsuccessful interactions where the task bot cannot help the user fulfill their intent. Depending on the case, your task bot should offer users a way to exit or escalate the interaction.

Task bots can also hand off interactions to another bot. This is useful for if you want to create different bots for different functions, but have them all be accessible at the same time depending on what the user selects. Bot-to-bot handoffs are easy and seamless, and happens within the same live chat window.

Step 5: Choose pre-chat or offline

Once you are ready for your task bot to go live, you can enable it one of two ways: as a pre-chat function or as an offline message. Enabling your task bot as a pre-chat function means that it will answer your queries during your business hours. This makes your task bot your company’s first responder for all incoming customer queries. To enable your task bot in this mode, simply click on “Pre chat” under the “Campaigns” tab. From there you will have the option to select your bot.

Enabling your task bot as an offline message will make it live only when your agents are offline. These bots work as your after-hours assistants, helping visitors while your agents are not available. To enable your task bot in this manner, click on “Offline Message” under the “Campaign” tab.

Step 6: Preview and publish

Once you have edited the content and flow of your template, you can preview what it will look like for your users by hitting the “Preview Bot” button in the upper right-hand corner. A simulated interaction will appear showing you exactly how your task bot will perform with your users. You can also make any edits easily, either by clicking on the conversational piece you want to edit or by adding or adjusting different components using drag and drop functionality.

Publishing your task bot on your website is as easy as installing live chat. If you already have live chat on your website, you can skip this step. Otherwise, simply copy the live chat code and paste it into your website. You can access this code quickly and easily in the Campaigns tab, or from a quick start shortcut on your desktop.

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