Lighten the load on your support team by welcoming eDesk's AI chatbots, powered by Ava, into the team! eDesk makes it super easy to set up your chatbots and we also make it simple to check how they are performing so you can keep delivering better and better support to your customers.

To find out more about about the chatbot feature and what it can do, see the overview here.

This help file will explain how to create chatbots and build flows.

Before you start 

  • Ava is available as an Add-On.
  • To learn more, click here. 
  • You’ll need to have access to Smart Tools > Chatbots in your permissions.
  • Admin and Team Leader roles will have the Chatbot permission by default.
  • If you don’t have access, you can request it from an Admin user within your business. 

01 Creating the Chatbot

You must have at least one active widget to create your first chatbot. 

To get started, go to Settings > Smart tools > Chatbots > Add chatbot.

  • Name your chatbot.
  • Show chatbot name in chat - the name entered above will be displayed as the sender of each message.
  • Test mode - Test mode allows you to see information about the answers the chatbot is sending. It will show a score for the accuracy of the link that is sent to the customer and will also send a verification code in the conversation window instead of by email when the Ask for identity node is used. This must be switched off after testing is complete.
  • Avatar - this will be used as the image when a message is sent.
Once saved, the Flows tab will become available.

02 Building flows

The chatbot is based on the flow you build. A flow is a sequence of nodes and a node is simply a ready-made action like "present options", “send message to customer” or “transfer to agent”. Every chatbot conversation will start on the default flow.

The first step is to edit the Default flow. Name the flow by clicking on the first default node. Once the default flow has been updated, you can add additional flows.

Nodes are the actions that make up your flow. The chatbot conversation will continue until the end of the flow is reached. The last step, which is automatically added on every branch, is End of flow. This will end the conversation so the customer can no longer send any messages. The only option is to start again.

Different nodes have different customisation options. Each one is explained below:

Send message
  • This sends a message to your customer.
  • You can also add a link which will be sent with your message.
Present options
  • This displays different options for your customer to choose from.
  • After each option has been added using this node, you must add a node so there is an action on each option.
Ask if question resolved
  • This option asks the customer to confirm whether their question has been answered.
  • The question and options presented to the customer can be customized.
  • A node should be added after each option, whether it is a message or an action.
Add business hours condition
  • Based on the business hours option in Company settings. Set the options based on time for example Transfer to agent within hours or Create ticket outside of hours.
Select order
  • You must have the “Ask for identity” node added before the Select order node.
  • This node requests the customers email address.
  • The chatbot will then fetch any order associated with that email address.
Show order details
  • After the Select order node, the show order node displays all orders within the chat window.
  • The customer can select one and then order details will be displayed in the chat window.
Transfer to agent
  • You must have the “Ask for identity” node added before the Transfer to agent node.
  • If the customer is not satisfied with the response from the chatbot or that chatbot cannot provide an answer, this node starts a live agent conversation.
Ask for identity
  • Some nodes require the Ask for identity node so it must be added before using any of the following nodes:
    • Select order
    • Transfer to agent
    • Create ticket
  • Once added, you can select whether it is required or not.
  • This is strongly recommended so that a customer can’t enter a random email address and find information.
  • The customer must enter their email address.
  • This sends a verification code to the email address the customer enters and they must enter this code in the chat window.
  • Messaging and placeholder text can be customized using the Custom messaging switch.
Transfer to another flow
  • This node transfers the customer to another flow within the chatbot.
  • The customer will not know this is happening - the flow will just start.
Create ticket
  • You must have the “Ask for identity” node added before the Select order node.
  • This will create a To Do ticket in your Mailbox
Show knowledge base articles
  • This displays links to the specified articles.
Input variable
  • This node allows you to request additional information.
  • Because the Chatbot ticket defaults to Resolved, the Create ticket node should be used in conjunction with the Input variable to ensure a To Do ticket is created.
  • Information entered by the customer will appear as a message inside the ticket.
Have a conversation with Ava
  • This is the AI node.
  • Once the content hub has been populated with material, the node will connect to your content hub.
  • The chatbot will then answer customer queries based on the information in the content hub.
Once a node has been added, the default “End of flow” read-only node will be added as the last step of each branch. This will end the conversation once the customer has completed the flow. The customer will see an option to start a new chat if they require it.

03 Attaching the chatbot to a widget

Once you have the chatbot flows built you must attach the chatbot to a widget through the Behaviour tab of the widget you want to use.

This list will show all active chatbots.

Find out more about widget settings here.

Further Readings 

Learn more about Ava here
For a full overview of the chatbot see here
Learn more about the content hub here