Conversations Chatbot Automation

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Use the Conversations Chatbot Automation

The Conversations Chatbot Automation is a powerful feature within ActiveCampaign designed to enhance real-time messaging capabilities for businesses. This automation streamlines the initial interaction between site visitors and your support team, ensuring that customers receive timely assistance 24/7. By automating first touch-points, collecting relevant data, and qualifying leads before live agents engage, this feature significantly improves customer experience and operational efficiency.

Introduction

The Conversations Chatbot Automation provides a simple yet effective workflow that automates interactions with your website visitors. It captures essential information and can guide users through predetermined paths, allowing your agents to focus on higher-level queries. Understanding how to configure and utilize this automation is crucial for maximizing its benefits for customer relations and lead qualification.

How to Access the Conversations Chatbot Automation

To access the Chatbot Automation, follow these steps:

1. Click Conversations in the left menu.
2. Under Manage, click the Conversations Settings option.
3. Click the Chatbot Automation tab.

Once you've accessed the automation, you will notice that it comes preconfigured with specific settings. You can either use these default settings or customize them according to your business needs.

Step-by-Step Instructions

The setup and customization of the Chatbot Automation can be broken down into the following key components:

Changing the Trigger

To modify the trigger for your Chatbot Automation, follow these steps:

1. Click the block labeled Trigger at the top of the automation.
2. A Select Trigger modal will appear. Choose the preferred trigger to initiate the automation.

It is important to remember that you can only choose one trigger, which can either be:

• **Visitor clicks the chat widget**: Begins the automation when a site visitor interacts with the chat.
• **Visitor sends first message**: Initiates the workflow when the visitor sends their first message.

Adding Actions

You can include up to 100 actions in your Chatbot Automation workflow. To add actions:

1. Click the node (+) where you want to insert the action.
2. A Select a Block modal will appear. You can choose from the following available actions:

• **Text Block**: Create a message for site visitors.
• **Question Block**: Collect information and guide conversations based on visitor responses.
• **Form Block**: Request personal details from visitors via a web chat form.
• **Enter an Automation**: Enroll visitors into another automation after collecting their email address.

To configure each action, simply follow the prompts within each block to populate the fields and save your changes.

Editing Actions

You can modify any existing action in the Chatbot Automation by clicking on the respective block. Here is how to update specific block types:

• **Text Block**: Update the displayed message by typing in the Text field. Save your changes by clicking the Save button.
• **Question Block**: Adjust the question being asked, the data saving options, and any branching logic according to visitor responses.
• **Form Block**: Change the fields displayed, make them required, or disable the web chat composer until the form is submitted.

Removing Actions

To delete an action from your Chatbot Automation:

1. Hover over the action you wish to remove and click the Delete button.
2. Confirm the deletion by clicking the Delete Block button in the modal.

Turning Off the Chatbot Automation

If you need to deactivate the Chatbot Automation, simply toggle the switch to the off position. When off, the toggle will appear red and display an "X". To re-enable it, toggle back to the on position.

Configuration Options and Settings

Within the Chatbot Automation, several options are configurable:

• **Triggers**: You can set the starting point for the automation by choosing between two triggers.
• **Actions**: Up to 100 actions can be integrated into the automation workflow, including various blocks like **Text**, **Question**, and **Form Block**.
• **Visitor Actions**: Each action can be conditioned to start based on specific visitor interactions, such as message submissions or form completions.

Best Practices and Tips

Here are some best practices for optimizing your Chatbot Automation:

• Ensure that your initial response messages are welcoming and clear to facilitate user engagement.
• Use **Question Blocks** effectively to gather pertinent information that can help guide your agents in their follow-up.
• Test the workflow regularly to ensure all actions and triggers are functioning as intended and provide a smooth experience for the visitor.

Common Use Cases with Examples

The following are common scenarios in which the Chatbot Automation can be utilized:

• **Lead Qualification**: Use the automation to ask qualifying questions and gather contact details before routing visitors to sales agents.
• **Support Queries**: Guide visitors through a troubleshooting process or FAQ handling before escalating to human support.
• **Data Collection**: Use forms to collect visitor information that can later be used in targeted email marketing campaigns.

Troubleshooting Section

If you encounter issues with the Chatbot Automation, consider the following:

• Ensure that the correct trigger is selected and that it aligns with visitor interaction.
• Verify that actions are logically sequenced and do not lead to dead ends.
• Regularly check for updates or changes in the ActiveCampaign platform that could affect functionality.

Related Features

Some features that complement the Chatbot Automation include:

• Conversations: The overarching feature housing this automation.
• Automation: A deeper dive into the various automation capabilities within ActiveCampaign.

FAQ Section

Here are some frequently asked questions regarding the Chatbot Automation:

Q1: Can I have multiple chatbot flows in one account? A1: No, there can only be one chatbot flow per account.

Q2: What happens if I turn off the Chatbot Automation? A2: Visitors will not receive responses or be able to submit forms, ceasing the workflow.

Q3: How can I view the performance of the Chatbot Automation? A3: Performance details can typically be found in the reporting section of your ActiveCampaign account.

Q4: Is it possible to edit the chatbot workflow after activation? A4: Yes, you can modify any part of the automation, including actions and triggers, at any time.

Q5: What types of data can I collect with the Form Block? A5: You can collect basic data such as full name, phone number, and other details as configured.

Q6: Are there any limitations to the actions within the Chatbot Automation? A6: Yes, you can only use one trigger to start the automation and may add up to 100 actions.

Q7: Does the Chatbot Automation work for all communication channels? A7: No, it is available exclusively for the Web Chat channel.

For more information, refer to the ActiveCampaign documentation regarding the feature set and capabilities. ```