Intent Answers

Answers are pre-set responses that the AI Chatbot sends for specific questions that a visitor asks. Comm100 AI Chatbot allows sending different answers over different channels like Live Chat, Facebook, Twitter, and so forth.

You can set answers differently, use them in certain query types as they are resolved differently across various channels.

For example, if a website visitor asks an account-specific question during a chat conversation, the chatbot can return the answer as a private conversation. However, if the visitor sends a query via a Facebook post or through a tweet, in order to protect visitor privacy, you may want the chatbot to send a message to visitors to start a chat instead.

If visitors ask a question in a channel that does not have a dedicated answer, the chatbot returns the set of default answers.

Type of Answers

Comm100 AI Chatbot supports different types of answers. You can set an answer in a combination of any of the following answer types:

  • Text
  • Buttons
  • Quick Replies
  • Image
  • Video
  • Webhook

You can add up to 10 responses under an answer.

Note: Each answer type varies with the channel on which you use them. You can use a specific answer type on a channel only if it is supported on the channel.
 
Refer to the following table to see the answer types that are supported on different channels.

Intent answers table.png

Check how you can use each type of answers:

Text

Answers in text format are simple lines of text. They can contain text, links, and dynamic info. The links are of any article or guide that you wish to use or a link to another Intent. You can use dynamic info that includes visitor’s Name, IP, Country, State, City, and any data you gather via Custom Variables and Entity values that are collected in this intent.

You can add or insert these from the top right options on the TEXT answers.

You can add up to 10 variants of answers worded differently. The chatbot picks randomly from these variants and sends the answers.

Note: The Default answer tab allows you to add lines of text. It does not have options to insert Links or Dynamic Info.
Options for using links or dynamic info vary with channels. Channels like Facebook Messenger and Twitter Direct Message supports Dynamic Info but not Links.
 
Buttons
You can use buttons to provide options to the visitor. While adding buttons, link each button to intent, a webpage, or a webview.
Note: Linking to intent is not supported in Default answers. 

 

Quick Replies

You can use Quick Replies to let the chatbot present pre-determined options to visitors in response to a message, guiding them towards new intents. Quick Replies appear prominently above the visitor’s typing area, encouraging them to press a button rather than type a response. However, it looks different while using quick replies on Facebook or Twitter.

You can add up to 10 options under one quick reply. It directs the visitor towards particular intents or lets the visitor to Contact an agent.

Note: There is a 20-character limit for each Quick Reply name.

 

Images

You can add images in answers, upload them directly from your local file system.  Images sent by the bot over live chat display as a thumbnail, and website visitors can click to view a full-size version.

 

Videos

You can add Videos in answers, upload videos directly in the answers.

Videos sent by the chatbot over live chat display as a thumbnail, and website visitors can click to view a full-size version. 

Note: In Facebook and Twitter It does not support links to a YouTube page. Only the Live Chat channel supports this. In Facebook or Twitter DM, you need a real video file address.

 

Webhooks

You can use Webhook to connect the chatbot with your database or third-party systems. They help to return answers with customer-specific information, such as order numbers, account details, or billing information.

Webhooks are useful for different reasons:

  • You want your chatbot to access your customer database and send account-based information to visitors. For example, you are getting the status of an order.
  • You want your chatbot to be able to answer location-specific questions. For example, you are showing which store location is nearest to the visitor.
  • You want your chatbot to handle customer account change requests. For example, you are collecting an updated shipping address and saving it in your systems.

To set up Webhooks, provide the webhook URL as part of the answer when creating an intent.

When the intent triggers, Comm100 passes relevant information to the webhook URL for processing and displays the response returned to visitors.

Collecting Information

There can be cases where the chatbot needs to collect information before providing a solution to your visitor’s question. You can collect information using the following: 

Require Authentication

There could be times when a visitor asks any account-specific questions like “what is my billing date?”.

In such cases, the chatbot authenticates the visitor before sending a response.

You can do this by asking visitors to sign in before the chatbot responds to the intent. You can either choose Visitor SSO or Custom Variables as the sign-in method.

You can use Visitor SSO if you have already set it up in your Comm100 account. For both methods, Comm100 auto-detects and recognizes visitors if they already logged in, skip the login step in the chat window.

For visitors who have not logged in, they see the Message and login button. On clicking it they are redirected to the pre-defined sign-in page opened in a web view.

Note: Configuring Visitor SSO and Custom Variables requires technical expertise. Comm100 suggests you contact your technical team for help when setting this up.

Get Location

Comm100’s AI Chatbot can use a visitor’s location information to personalize its responses. Questions like “where are the nearest restaurant” can be answered by the chatbot once a visitor allows location sharing.

To collect location, use the Get Location option from the Collect location list.

Select webhooks as the response type, then provide the webhook URL.

When visitors share their locations, the location data and other relevant information are sent to the webhook URL for processing. The data is processed and sent back to the chatbot, and a location-based response then displays for visitors.

Collect Info Via Forms and Prompts

You can use Forms and Prompts to collect entity information in question and answer format.  Add Forms and Prompts for entities you have labeled in intent questions.

Forms

The chatbot sends a form to visitors so they can provide the information needed to return a response. Website visitors need to fill out the form fields to confirm missing entity information.

Note: Forms are supported on the Live Chat channel only.

To create a form, you must complete the three sections:

  • A message asking the visitor to fill out the form.
  • Form title acts as a clickable link to bring up the form.
  • Form fields for each of the labeled entities that visitors need to complete. 

When adding a field, select the matched entity, select whether you want to make the field mandatory or masked in the chat transcript, and select what field type you need. Comm100 provides six field types for you to use:

  • Text
  • Text area
  • Radio Box
  • Check Box
  • Drop Down List
  • Checkbox List

If the chatbot identifies that a visitor has supplied some of the entities required, it automatically fills them in the form. Visitors can then choose to change these if they want.

Prompts

Prompts allow the chatbot to collect entity information in question and answer format. You can add prompts for each of the entities you labeled in the intent.

A prompt consists of two parts. Prompt questions and options.

Prompt questions are sent to visitors to collect entity information.

Options appear below the prompt question, and website visitors can directly choose one without having to type the response.

Note: For each prompt question, you can add a variant and for each prompt, you can add up to 10 options. Visitors need to type an answer to the prompt question when no options are configured in prompts.