Using Chatbot Actions

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To insert an action that asks a question, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Ask a question.
6. Enter a new question in the text editor.
7. Enter the desired output in the Output 1 field.
8. Enter the desired output in the Output 2 field.
9. Optionally, click Add another output to add additional outputs to the question.
10. Click OK.

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Important: A display message is required. You will be unable to click OK if the text editor is blank.

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Adding Responses

Chatbot questions require responses. These responses serve as generic answers and confirmations of what the site visitor is asking. 

To add a response action, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Add a chatbot response.
6. Select from one of the following response options:

   • Got it

   • Understood

   • Okay

   • Custom

7. If you selected Custom, enter a response in the text editor.
8. Click OK.

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Important: For custom responses, a response message is required. You will be unable to click OK if the text editor is blank.

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Collecting Information

Lead information collection actions will provide ways to select the lead data you would like to collect from site visitors. This action will also create the lead if the lead does not already exist.

In addition, and importantly, this action will not ask for previously obtained information unless you have enabled reconfirmation options. You can collect lead information from all lead system fields.

To add a lead information collection action, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Collect lead information.
6. Select the desired lead system field from the Select System Field drop-down menu.
7. Enter a question asking the user to enter information relating to the system field in the Enter question to display to user text field.
8. Click Add Field.
9. Repeat as necessary.
10. Optionally, click the Reconfirm checkboxes next to the desired lead fields.
11. Click OK.

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Note: Click    Delete to remove a previously added system field.

Important: Response messages are required for each lead field. You will be unable to click OK if a text field is blank.

 

Collecting Custom Lead Field Information

You may want to collect lead information that pertains to custom fields you have previously created. The lead information collection action can collect information on custom fields.

To add a custom lead information collection action, do the following: 

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Collect lead information.
6. Click Add or edit custom field under Choose custom field.
7. Enter a display message in the Display Message text field.
8. Select a custom field from the Field Title drop-down menu.
9. Configure custom field parameters as necessary.
10. Click OK.

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The available custom field types available for use are as follows:

• Bit
• Boolean
• Checkbox Group
• Drop-Down
• Radio
• Text Input
• URL

Important: A display message is required. You will be unable to click OK if the text field is blank.

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Scheduling Meetings

You can add actions that allow site visitors to schedule meetings with specific users. 

To add a meeting scheduling action, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Schedule a meeting.
6. Enter a message for the meeting in the Display Message text editor.
7. Select either of the following:
   • An assigned user from the Select User Meeting Link drop-down menu.
   • A team meeting link from the Select Team Meeting Link drop-down menu 
8. Enter the desired output in the Output 2 field.
9. Optionally, if you selected an assigned user, click the When available, assign to lead owner's primary meeting link checkbox.
10. Click OK.

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Important: A display message is required. You will be unable to click OK if the text editor is blank.

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Sending Referral Emails

You can configure an action to send a specific referral email in response to a site visitor asking a question or otherwise requesting your materials.

To add an action to send referral emails, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Send email.
6. Enter an email message in the Display Message text editor.
7. Select the desired email from the Select Email drop-down menu.
8. Click OK.

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Important: A display message is required. You will be unable to click OK if the text editor is blank.

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Sending Media

You can configure an action to send a specific Media Center asset in response to a site visitor asking a question or otherwise requesting your materials.

To add an action to send Media Center assets, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Send media.
6. Enter a display message in the Display Message text editor.
7. Select the desired Media Center asset from the Media Center Asset drop-down menu.
8. Select a trackable link from the Trackable Link drop-down menu.
9. Click OK.

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Important: A display message is required. You will be unable to click OK if the text editor is blank.

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Providing Links

You can configure an action to send users links to content hosted outside of Lead Gen & CRM in response to a site visitor asking a question or otherwise requesting your materials.

To add an action to send external URLs, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Provide a link.
6. Enter a display message in the Display Message text editor.
7. Enter the desired web URL in the Content URL text field.
8. Click OK.

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Important: A display message is required. You will be unable to click OK if the text editor is blank.

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Live Chat

You can configure an action to divert site visitors with questions into a Live Chat channel in your Slack instance.

To add an action to send external URLs, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Chatbot Actions.
5. Click Enable Live Chat.
6. Enter the desired Slack channel in the Slack Channel field.
7. Enter a display message in the Away Message text editor.
8. Click OK.

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Important: Both a Slack channel and a display message are required. You will be unable to click OK if these are blank.

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Sending Emails

You can configure an action to send a specific email in response to a site visitor asking a question or otherwise requesting your materials.

To add an action to send emails, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Send the email.
6. Enter the desired email name in the Email Name field.
7. Click OK

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Notifying Users

You can notify specific users that a site visitor has interacted with a chatbot.

To add an action that notifies users, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Send a notification to user.
6. Enter the desired user's name in the User Name field.
7. Optionally, click the following checkboxes:
   • When available, send to the lead owner instead
   • Send text message as well
   • Use custom notification 
8. If you clicked the Use custom notification checkbox, enter the desired custom notification in the Custom Notification field.
9. Click OK.

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Notifying Emails

You can configure the chatbot workflow to automatically send an email to a designated user when a site visitor interacts with a chatbot.

To add an action that sends notification emails, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Send a notification to email.
6. Enter the desired email address in the Email Address field.
7. Optionally, click the following checkboxes:
   • When available, send to the lead owner instead
   • Use custom notification 
8. If you clicked the Use custom notification checkbox, enter the desired custom notification in the Custom Notification field.
9. Click OK.

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Postback Information

You can set the chatbot workflow to post lead information to an external web application via that application's postback URL.

To add a postback action to a chatbot workflow, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Post back lead info.
6. Enter the desired postback URL in the Post Back Lead Info field.
7. Click OK. Click to enlarge.

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Adding to Lists

Chatbot workflows can be configured to add site visitors to specific lists, based on the choices that they make.

To add an action that adds visitors to lists, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Add to list.
6. Enter the desired list's name in the List Name field.
7. Click OK.

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Removing from Lists

Chatbot workflows can be configured to remove site visitors from specific lists, based on the choices that they make.

To add an action that removes visitors from lists, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Remove from list.
6. Enter the desired list's name in the List Name field.
7. Click OK.

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Adding to Tagged Lists

Chatbot workflows can be configured to add site visitors to lists with specific tags, based on the choices that they make.

To add an action that adds visitors to tagged lists, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
   
   

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4. Click Automation Actions.
5. Click Add to lists with tag.
   
   

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6. Enter the desired list tag's name in the Tag Name field.
7. Click OK.
   
   

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Removing from Tagged Lists

Chatbot workflows can be configured to remove site visitors from lists with specific tags, based on the choices that they make.

To add an action that removes visitors from tagged lists, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
   
   

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4. Click Automation Actions.
5. Click Remove from lists with tag.
   
   

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6. Enter the desired list tag's name in the Tag Name field.
7. Click OK.
   
   

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Assigning Campaigns

Site visitors can be assigned to specific campaigns. 

To add a campaign assignment action, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Assign contact to campaign.
6. Enter the desired campaign's name in the Campaign Name field.
7. Optionally, click the Override existing campaign, if one exists checkbox.
8. Click OK.

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Assigning Owners

You can assign contact ownership to those site visitors who interact with your chatbots. Contact ownership can be set in response to how a site visitor progresses down the workflow, where ownership is set to one user if the visitor answers a response one way, and to another user if the visitor responds a different way.

To add a contact ownership assignment action, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Assign contact owner.
6. Enter the desired lead owner's name in the Owner Name field.
7. Optionally, click the Override existing owner checkbox.
8. Click OK.

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Changing Statuses

You can change the status of a site visitor who interacts with a chatbot. 

To add an action that changes contact status, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Change contact status.
6. Select the desired contact status from the New Status drop-down menu.
7. Click OK.

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Changing Personas

You can assign or change the persona of a site visitor who interacts with a chatbot. 

To add an action to change personas, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Change contact persona.
6. Enter the desired persona's name in the Persona Name field.
7. Click OK.

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Changing Contact Fields

You can set the field associated with a site visitor who interacts with a chatbot. 

To add an action to change fields, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Change contact field.
6. Enter the desired field's name in the Field Name field.
7. Configure field parameters as necessary.
8. Click OK.

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Incrementing Counters

You can associate a site visitor who interacted with a chatbot with a number counting field. That field's numerical value will increase by a specified amount.

To add an incremental counter field, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Increment the counter field.
6. Enter the desired field's name in the Field Name field.
7. Enter the desired numerical incremental amount in the By this amount field.
8. Click OK.

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Decrementing Counters

You can associate a site visitor who interacted with a chatbot with a number counting field. That field's numerical value will decrease by a specified amount.

To add a decremental counter field, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Decrement the counter field.
6. Enter the desired field's name in the Field Name field.
7. Enter the desired numerical decremental amount in the By this amount field.
8. Click OK.

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Removing from Action Groups

You can configure a chatbot workflow to remove a site visitor from an action group in other automation. 

To add an action that removes site visitors from action groups, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Remove from action group.
6. Enter the desired action group's name in the Action Group Name field.
7. Optionally, click the Also exclude them from being re-added to the action group in the future checkbox.
8. Click OK.

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Removing from Workflows

You can configure a chatbot workflow to remove a site visitor from other visual workflows or opportunity workflows. 

To add an action that removes site visitors from workflows, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Remove from visual workflow.
6. Enter the desired visual workflow's name in the Workflow Name field.
7. Click OK.

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Creating Opportunities

Opportunities can be created as a result of site visitors making certain choices in your chatbot workflows. 

To add an opportunity creation action, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Create opportunity.
6. Enter the desired lead owner's name in the Assign to text field.
7. Select one of the following Account Name options:
   • For new accounts, auto-generate the name
   • New Opp
8. If New Opp is selected, enter the desired prefix in the text field.
9. Enter the desired pipeline in the Pipeline text field.
10. Enter the desired stage to in the Pipeline Stage field.
11. Select the initial opportunity status in the Status field:

    • Closed Won

    • Closed Lost

    •  Open

    • Archived

12. Enter the monetary value of the opportunity in the Total Value field.
13. Enter a number for how long until the opportunity closes in the Number field.
14. Select the closing date unit of time from the Days drop-down menu.
15. Click OK.

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Creating Sales Tasks

Sales tasks can be created in response to how site visitors progress through your chatbot workflow.

To add a sales task creation action, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Create sales task.
6. Select the desired task type from the Task Type drop-down menu:
   • General

   • Email

   • Phone

   • Meeting

7. Select one of the following Due Date options:
   • Days after task is assigned
   • Hours and minutes after task is assigned
8. Enter a title for the task in the Title text field.
9. Select the user to assign the task to in the Select Assignee drop-down menu.
10. Optionally, do any or all of the following:
    • Click the Only make tasks due during business hours checkbox
    • Click the When available, assign to lead owner instead checkbox
    • Enter task notes in the Note section
    • Click the Send calendar invite checkbox
    • Enter the desired Smart Mail's name in the
      Select Smart Mail text box
    • Click the Require Smart Mail personalization checkbox
    • Enter a Media Center asset name in the
      Select Media Center Asset text box
    • Attach a trackable link to a Media Center asset in the Select Trackable Link drop-down menu
11. Click OK.

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Sending Referrer Notifications

You can add an action to chatbot workflows that will send a notification to the referrer for the site visitor who interacted with a chatbot.

To add a referrer notification action, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Automation Actions.
5. Click Send a notification to the referrer.
6. Click OK.

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Adding Action Groups

You can add action groups in a read-only state to your workflows. This will allow your chatbot workflows to cause added action groups to fire, provided the user navigates a set logic path.

To add action groups to a chatbot workflow, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Click + Add Action under the desired chatbot response.
4. Click Action Groups.
5. Select the desired action group from the Select an Action Group drop-down menu.
6. Click OK.

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Editing Actions

You can edit actions as needed.

To edit actions in a chatbot workflow, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.

3. Locate the desired action.

4. Click    Edit Action.
5. Edit the action parameters as needed.
6. Click OK.

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Deleting Actions 

If you find that you no longer need a certain action in your chatbot workflow, you can delete it. 

To delete actions from a chatbot workflow, do the following:

1. Click Chatbot in the left toolbar.
2. Create or open a chatbot.
3. Locate the desired action.
4. Click    Delete Action.

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