What this does
Bots are automated conversation flows that greet visitors, collect information, and answer common questions before handing off to a human agent.
When to use it
Build bots to handle repetitive enquiries, qualify leads, or provide 24/7 initial responses.
Step by step
- Go to Helpdesk > Bots
- Click + New Bot
- Build the conversation flow:
- Welcome Message — the bot's greeting
- Quick Replies — buttons the visitor can click
- Collect Input — ask for name, email, or other details
- Conditions — branch based on visitor responses
- Handoff — transfer to a human agent
- Assign the bot to a channel
- Click Publish
Tips
- Start simple — a greeting, a few quick replies, and a handoff
- Test your bot flow before publishing
- Bots can run on any channel, not just chat
- Review bot conversations to improve the flow over time