Chatbot Configuration using the WhatsApp components

1. An admin can configure a chatbot within a flow that is configured to handle an incoming WhatsApp message. The chatbot interacts with the customer before and/or after the interaction with an agent.
2. An admin can use a combination of Send WhatsApp and Send and Await Reply components in Flow for the bot to send messages to the user.
3. Customer responses can be received through the following mechanisms:
   • Text
   • Text replies from the tapped options
4. Admin can configure the type of response that is expected to be received from the customer and choose to validate the customer’s response.
5. Only the first text response received from the customer will be validated if a response format is defined. Similarly, the first button selection will be used to decide the chatbot’s flow.
   Any following button selections for the previous message will not be considered as inputs.

Here is an example of using Send and Await Reply with Branch components and Send WhatsApp to set up Bot usecase:

1. 1. Send & Await Reply_1
      
      • It sends the first message to the user and waits for the response.
        
   2. Branch_1
      
      • To evaluate the response received from the user for the Send & Await Reply_1 component.
      • Use the necessary operator and value to evaluate with the response received from Send & Await Reply_1
        • Example:
          Variable to compare: {{Send & Await Reply_1.incoming_message.text}}   
          Operation: Exactly matches (String)
          Value: Value1/Value2
          
          
          
   3. Send & Await Reply_2
      
      • After the response is evaluated in Branch_1, if the first condition is satisfied, the Send and Await Reply component is used again to send a message to the user and expect a response.
        
   4. Send WhatsApp_1
      
      • After the response is evaluated in Branch_1, if the second condition is satisfied, a WhatsApp message is sent to the user using Send WhatsApp_1.
        
   5. Branch_2
      
      • To evaluate the response received from the user for the Send & Await Reply_2 component.
        
   6. Queue and Route_1
      
      • This component is used to route the WhatsApp conversation to a team/agent based on the response evaluated in Branch_2.
   7. Send WhatsApp_2
      • This component is used to send a message to the user based on the response received in Send & Await Reply_2 and evaluated in Branch_2