- After you have created an AI chatbot by following the steps mentioned here, you can configure it in your flow by using the "AI Chatbot" component from the functions menu.
- Drag and drop the AI chatbot component in the canvas. Drag a line from the "Incoming chat" box of the ‘Start’ node and connect it to the ‘AI Chatbot’ component.
Now, configure the AI Chatbot component by providing the below details:- Select Chatbot - From the dropdown, select the chatbot you built.
- Reply Timeout - Configure the time for which the bot should wait for a response from the user.
- The AI chatbot component has 4 output states - Resolved, Agent Assist, Timeout, and Error.
- If the customer responds with a reply that determines their query is resolved, like a “Thank you” message, the state “Resolved” is triggered which can then be configured as per your use case - for example, you can send a closure message using “Send Chat” component.
- Alternatively, if the customer responds with a message that indicates they would like to speak to an agent, the state “Agent assist” will be triggered which can then be configured to route the conversation to an agent. In the above example, the “Agent assist” state is connected to “Queue and Route” component which will connect the user to the agent.
- If the customer does not respond within the time set up for the node to expire, the “Timeout” state will be triggered.
- Finally, we have the state “Error” which is triggered in case there are any technical glitches in the flow execution.
- Publish the flow and associate it with the chat app that you create by following the steps here.
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