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Simple Bot Replies

This article focuses on the 'simple bot' and sending replies via automated rules. For information on the AI Bot see: AI Assistant

The 'simple bot' is a default bot that can give generic responses or send replies based on set conditions.

Customize bot name & appearance

You can edit your bot’s appearance including name and avatar. 

To customize your bot: On the lower left, click on More Applications >> Administration >> Automation Center >> Bot tab.

Under Bot Settings, you can change the bot name and avatar.

'Simple bot' answers

The ‘simple bot’ can give generic responses from the customer-facing live chat messenger. 

There are two different responses you can set, one for when your team is Online and one for when your team is Offline. The offline response is a message sent by your bot when a customer sends a message and your team is Offline. Configure the responses from  Admin >> Automation >> Bot tab.

The bot can offer support options when sending this response. The options appear under the sent message in the live chat. Set which support options the bot offers under the setting ‘What options should the bot offer after response’ in Admin >> Automation >> Bot tab.

Simple bot response with support options in the chat

Create automated replies

You can also create automated responses which the bot will send on your behalf based on certain conditions. You can do this by creating workflow automations based on tickets, tasks, or projects. 

For example, let’s create a bot response for password reset requests. This automated message will trigger when the subject line of the email contains the word 'password'.

  • Go to Administration >> Automation Center.
  • Select 'ticket' for what the automation should run on. 
  • We are going to set the filters for when a ticket is created and if it has a keyword of ‘password’ in it.
  • First, add Filter > 'Name' contains 'password'.
  • Next, add the Trigger > 'Item is created'.
  • Then for the Action, select ‘insert/create message’. Set the 'post a discussion as' to your ‘Company Bot’. If this message is for customers, the message should be set to 'Customer Replies'.
  • Write the message that the bot will post to the ticket. You can select 'Insert Property' to insert dynamic properties which will populate based on context.
  • Click Save then your bot will take care of any password reset requests you get.

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