CREATE A BOT

The first time you login to your account you will be directed to setting up your account bot. After this you can create other bots either from the gallery bots or your account bot. To do this choose ‘Bots’ from the top menu, select the gallery bot that you want to use as the starting point for your bot and click copy. This will copy over the settings used by these bots but you are able to customize these for your new bot. Give your bot a name and enter the image URL you want to use. You will also be able to change the colours used in the chat theme, upload a logo and adjust the chat messages used by the bot.

You will add individual topics and aspects when you create a conversation so here you are simply adjusting the generic bot template.

choose your template

On the Scripts page, select ‘Create from Gallery’ and choose from one of the available templates. You can then name the conversation, select the subject and choose which bot will be used. Please see the on page help for more information on what each value refers to.

The bot substitution sets can be overwritten within an individual conversation and you can add any topics or aspects you want to measure. Topics are the main areas you want to discuss with your customer. For example, if you are getting feedback for a hotel stay, topics might include the location, the service and the room. Each topic can then have multiple aspects assigned. So for example when asking about the room the aspects might include the facilities, the cleanliness etc.

You can also add empty dialogues which allow you to put together different question types and statements.

Once you are happy with the conversation you can preview it to see how it would look for a respondent. Then you can publish your script and start to share it with your customers. 

upload your invitations

chat view

You can send out invitations to your customers via email and they can then complete the chat through the web portal. The invitation email will include context such as the subject of the conversation, the customer first name and the avatar for the bot assigned to the script.

Respondents can answer using a keyboard or mouse and there a number of answer types available for star ratings, facial emotions or open text answers.

Topics can be created based on either the standard topic template or a grid template. The standard topic template will ask respondents to rate each aspect individually and each aspect can be rated by either a range of 3 emojis (poor, neutral or good) or 5 emojis (very poor to very good). There is also an option to leave a star rating out of 5.

The Topic Grid Template will ask respondents to rate each aspect in one go in a grid view. Each individual aspect can be either be assigned the 3 or 5 emoji rating or the star ratings.

gain insights

Gain valuable insights in real-time with our reporting dashboard. Get an overall look at your scores, see the response rates of each of your campaigns and filter by date, conversation and customer type.

You can also break the reporting down further by drilling into individual topics and aspects, view an answer word cloud to see the types of comments that your customers are using or simply export your data to use elsewhere.