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How to Create a ProProfs Chatbot

ProProfs Chatbot enables you to automate live chat on your website and save precious time for your operators for more pressing issues. From booking appointments to creating a ticket to helping users with self-help articles (like the one you are reading right now), ProProfs Chatbot does it all. Our AI-powered chatbot responds to visitors instantly and delivers a delightful support experience. What's more, ProProfs Chatbot can quickly transfer the chat to a human operator anytime your website visitor wants.

Make use of our professionally built, ready-to-use, customizable bot templates that have preset responses that simulate human conversation. Or, if you would like to design your bot responses your way, you can create new chatbots from scratch for specific purposes, such as lead generation, booking appointments, customer support, and so on.

Benefits of using ProProfs Chatbot:

• Provide instant, 24x7 customer support
• Keep operators free for more pressing issues
• Drive user engagement
• Improve customer support experience
• Generate qualified leads

In this article, you’ll learn:

1. How to create a ProProfs Chatbot
2. How to edit and delete a ProProfs Chatbot
3. How to access ProProfs Chatbot settings
4. ProProfs Chatbot templates

1. How to Create a ProProfs Chatbot

Step 1: In your ProProfs Chatbot account,

• Navigate to Operators >> Bots
• Click the ‘Create a Bot’ button to open the bot builder.

Step 2: This is where you can pick a template that you see fit for your situation or create a bot from scratch. This guide explains how to create a new chatbot.

Click ‘Create from Scratch’

Step 3: This is the chatbot builder interface where you can build interactions.

Give your bot a name and click anywhere on the box to set up an interaction.

Step 4: The interaction panel opens up, as shown below. You can customize it to send out the response you would like to.

1. Interaction Name: The first interaction panel consists of the opening message for the visitor. It is preferable to give the interaction panels a name to differentiate between various interaction messages or responses. Here we name it as ‘Welcome Message.’

2. Type the Bot response below: You can add the message you want the bot to display to the visitor in this box. Enter a ‘welcome message’ in this case. For example, Hi! I am your virtual assistant. How may I help you today?

3. Enabling/Disabling User response: If you want visitors to respond to your message, toggle it to ‘Yes.’ Since we welcome the visitor in the first interaction panel, we would keep it as ‘No.’

Click Save to save your inputs. You can preview to see how it appears by clicking the ‘Preview.’

Here’s what the chatbot will look like to the visitor.

Step 5: You can create the flow of your chatbot based on the current message and anticipated response by the user, if applicable. Click on the + button as shown below.

For example, you may ask the visitor’s name in the next step. The visitor would have to type their name before moving on to the next step—the following screenshot guides you to create such a response.

1. Enter the ‘Interaction name’ and the bot's response.

2. Since it requires a reply from the visitor, enable the option ‘Would you like the user to respond?’

3. Select the most appropriate ‘Response Type’ for your question. For example, you’re asking the visitor's name, so it’s suitable to select ‘Text Response.’ Similarly, based on your question and visitor response, you can choose the ‘Action’ the chatbot can take.

Let’s take a quick look at what each ‘Response Type’ means:

• Multiple Choice: Use this when you want the visitor to make a choice. For example, you can ask them which product they are interested in from the available options.

• Text Response: Use this when you want visitors to type their response—for example, name, email, query, etc.

• Date & Time: Use this in case you want to fix a call appointment with the visitor.

Let’s understand the importance of ‘Action’:

• Submit A Ticket: Use this option to create a ticket for this particular conversation with the visitor in the ProProfs Help Desk. (Requires Chat integration with the Help desk)

• KnowledgeBase: Use this to share some of our help articles (Requires ProProfs Chat integration with ProProfs Knowledge Base).

• Send to Operator: Use this to enable the visitor to transfer the chat from the Bot to an operator.

Click Save to save your following response. The next screenshot shows the interaction flow thus far.

Likewise, you can click the ‘+’ button to configure the chat flow.

You can use the ‘+’ button between two ‘Interaction Panels’ to modify the flow to your liking.

Here's an example of how chatbot messages appear in a chat window.

ProProfs Chatbot allows you to personalize the chat to make it more engaging for the visitor. The ‘+Add Attribute’ button enables you to send out appropriate replies using the visitor’s name, email address, or phone number.

For example,

1. Thank you, {name}.

2. You will receive a confirmation email at {email}.

3. Our support team will call you at {phone}.

Such responses will build a trust factor, and the visitor will feel assured.

Let’s see how to add attributes in the below screenshot.

• Click on it and choose your preferred attribute.
• You can even add a custom attribute based on your preferences.

• Click Save after selecting the suitable attribute.
• Preview the chat using the ‘Preview’ option and see how the interaction looks.

The following screenshot gives a glimpse of the chat flow.

Personalization improves the user experience as it gives the visitor an authentic and inclusive feeling.

2. How to Edit and Delete a ProProfs ChatBot

• Click on the 'pencil icon' to edit the bot.
• To delete, click on the 'delete icon.'

3. How to Access ProProfs Chatbot Settings

Step 1: Click on the gear icon, ⚙️, to access Settings.

Step 2: Below is a screenshot of the Bot’s settings and an explanation of every editable option.

1. Name: You can give a name to your chatbot for easy recognition if you have different bots for different purposes on your website. It won’t be visible to the visitor. For example, Pricing Assistance Bot if you want to resolve queries related to the pricing of your products.

2. Display Name: The name will show up on the chat window. It will also be visible to the visitor to know whom they are interacting with on your website.

3. Display Image: You can choose an image from our library or upload a new one per your liking and customize your chatbot.

4. Show Bot: Click on the ‘Show bot when’ dropdown to decide when you want the bot to appear. You can choose to show when: Chat is Online, Chat is Offline, and Chat is Online/Offline.

You can set conditions related to your website URL for a particular Bot to become active. You can activate a Bot when your website URL:

• Is all pages: It means this Bot will be active on all web pages of your website.
• Contains: This Bot will be active only on those URLs that contain the mentioned keyword.
• Is: Enter a particular URL where you want the Bot to be active.

After completing the changes, don’t forget to click Save.

4. ProProfs Chatbot Templates

By default, these are the Bot templates you can choose from: ‘Lead Generation Bot,’ ‘Ticketing Bot,’ and ‘Appointment Bot.’

Let’s understand the core functionality of the standard bot templates:

• Lead Generation Bot

This bot captures visitor details for lead generation. Below is the preview of the ‘Lead Generation Bot’ initiating a chat.

• Ticketing Bot

This bot creates a ticket for your visitor right from the chat window. Here’s the preview of the ‘Ticketing Bot’ initiating a chat.

• Appointment Bot

This bot allows your visitors to book an appointment according to their convenience. It’s suitable for demos, meetings, etc. Below is the preview of the ‘Appointment Bot’ initiating a chat.