Sprout’s Bot Builder is a set of tools within the Engagement suite that facilitates the implementation of automated conversational workflows ("chatbots"). Chatbots can be used to help automate repetitive conversational tasks (like gathering information), resolve customer issues at a faster rate and create unique marketing experiences.
In this guide, we will walk you through the process of building a chatbot for Twitter Direct Message and Facebook Private Message conversations.
Settings > Bots
Start by logging into your Sprout Dashboard and navigating to Bots from the Settings menu.
- Users with Full Publishing permission can create, edit, activate or delete a chatbot for a given Twitter profile from Settings > Bots.
- Users with Read Only, Needs Approval or Can Reply permissions to a Twitter profile or Facebook page can view an existing chatbot card in the Settings > Bots screen but they cannot create new chatbots or take action (i.e. edit, activate or delete).
This section is where your chatbots will live. Create a new chabot by clicking Add A Chatbot. Later, you’ll be able to view, edit, duplicate, activate or delete your existing chatbots by either clicking directly into the card or opening the dropdown menu located in the upper righthand corner of the card.
Note: There is no limit to the total number of chatbots you can create; however, each profile can only have one chatbot active at any time.
Step 1: Assign Chatbot
Select the Twitter profile to which you’d like to assign the bot and enter a short description. This description is internal-facing; i.e. it will not show to the end user on Twitter. You can only create one chatbot per Twitter profile.
Step 2: Choose Avatar
In order to create a unique identity for your chatbot, you can choose from three Custom Avatars:
- By selecting Profile Avatar, you can keep the avatar associated with your Twitter profile.
- Pre-designed Avatars provide several out-of-the-box options to identify your chatbot.
- The Upload Avatar option allows you to choose an image from your own library.
Steps 3-4: Configure the Conversation
Sprout’s Bot Builder supports the ability to setup, manage and operate three unique conversational components within the Twitter Direct Message channel: Welcome Messages, Quick Replies and Auto-Responses to Quick Replies. In the final two steps of the setup wizard you will configure these components to create your chatbot conversation.
- Welcome Messages proactively greet users in your Direct Message channel and can be used to say hello, set expectations and provide instructions on what to do next.
- Example: Hi there! How can we help you?
- Example: Hello! Please choose one of the following options below so we can help you solve your problem as quickly as possible.
- Quick Replies are easily clickable buttons that guide users with the best ways to reply to your Welcome Message. You must include at least 2 Quick Replies and can add up to 6.
- Below are some examples of common customer service Quick Replies:
- My order was wrong
- I’m having a technical issue
- I need to talk to a customer service rep
- #SproutTip: Include one Quick Reply button that says “Something else” or “Other” to account for a user that has a question or request outside of your preset options.
- Auto-Responses are custom responses that correspond to each Quick Reply. Your chatbot will automatically respond with a unique response depending on which Quick Reply the user selects.
- Example: User selects “My order was wrong” and receives the following reply from the chatbot: “Sorry to hear that! Type your order number or your email here and we will get that resolved as soon as possible.”
After you build the first set of Quick Replies and Auto-Responses, you may add a second layer of up to 6 additional Quick Replies and corresponding Auto-Responses.
View a Live Preview
As you build your chatbot, use the the Live Previewer located on the righthand side of your Bot Builder dashboard to preview the conversation so you know exactly what the experience will look like on Twitter.
Note: If you click the ? in the lower left corner of the Configure Conversation screen, a Chatbot Guide will provide Chatbot Anatomy as well as Best Practices for creating an effective chatbot.
Once you’re happy with the chatbot experience, click Finish to close out the Bot Builder and return to the Settings > Bots screen.
Your chatbot is now live and ready to start communicating with users in your profile’s Direct and Private Messages!
You can edit your chatbot at any time by clicking directly into the card to relaunch the setup wizard or by selecting "Edit" from the dropdown menu (...) in the upper righthand corner of the card.
The dropdown menu will also allow you to duplicate or delete your chatbot.
Manage Chatbot Conversations in the Smart Inbox
As users interact with Quick Replies and respond to your chatbot’s questions, all Direct and Private Messages will stream into the Smart Inbox allowing for a seamless handoff between the chatbot and your team. From here, you can easily reply, task, mark as complete and tag messages as usual.
In the Twitter or Facebook reply window, all chatbot interactions will appear in a user’s history giving you full context of the conversation.