Configuring Chatbot Workflows

Article Contents

• Understanding Chatbot Workflow Logic
• Modifying Welcome Messages
• Modifying Questions
• Using Outputs
• Modifying Responses
• Configuring Actions
• Modifying End Messages
• Activating Chatbots
• Previewing Chatbot Actions
• Previewing Chatbots in the Builder
• Previewing Chatbots on Websites
• Using the Text Editor
• Using Merge Variables
• Regarding User Input and Conversations

The welcome message is the starting point for all chatbot workflows. As its name implies, it is what stands in as your greeting. 

To modify the content of a welcome message, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the Welcome Message action. 
4. Enter a new welcome message in the text editor.
5. Click OK.

Once a chatbot has properly greeted a site visitor, it will then ask a question. The chatbot, by default, asks what it can do to help the visitor. 

To modify the content of a question, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the Ask a Question action. 
4. Enter a new question in the text editor.
5. Click OK.

Chatbot logic can function with as few as two outputs. SharpSpring provides a three outputs by default.

While these default outputs cover many general responses, you may want to add more. Adding additional outputs allows you to provide more possible answers.

To add outputs to a chatbot workflow, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the Ask a Question action. 
4. Click Add another output.
5. Enter a new output message in the respective Output field.
6. Repeat as necessary.
7. Click OK.

You can modify the content of your outputs as needed.

This allows for some flexibility, as you may need to update or change an answer that is not as helpful as you expected.

To modify the content of an output, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the Chatbot Output action. 
4. Enter a new output message in the desired Output field.
5. Click OK.

You can delete outputs at any time. Be aware that deleting an output will also delete the response and end messages directly under it.

To delete chatbot workflow outputs, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Delete Message in the desired Chatbot Output action. 
4. Click Remove.

There are a few standard words and terms available for use with a response. These responses exclude the custom response.

To add a standard response to a chatbot workflow, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the Chatbot Response action. 
4. Select any or all of the standard responses from the Response drop-down menu.
5. Click OK.

If the standard responses do not suit your needs, you can create your own customized responses.

To add customized responses to a chatbot workflow, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the Chatbot Response action. 
4. Select Custom from the Response drop-down menu.
5. Enter a new response message in the text editor.
6. Click OK.

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Configure Actions under the desired Chatbot Output action. 
4. Select the desired action.
5. Configure action parameters as needed.
6. Click OK.

For more information on available actions, including how to configure their parameters, refer to the following help articles:

• Using Chatbot Actions
• Available Configurable Chatbot Actions

Once a chatbot workflow has received input and information from an action, it will display an end message. 

To modify the content of an end message, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the End Message action. 
4. Enter a new ending message in the text editor.
5. Click OK.

Normally, these end messages signify that the conversation has reached its end and that the visitor no longer needs help. However, visitors can select to restart the workflow from the beginning. When reaching the end of the workflow, visitors can select one of the following conversation options:

• Yes to restart the conversation
• No to end the conversation

Once you have completed creating and modifying your chatbot workflow, you will need to activate the chatbot.

To activate the chatbot, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click the Activity toggle.
4. Click Activate.

Chatbots set to Active will be live on your site and will interact with visitors.

Chatbots set to Inactive will not be live on your site and will not appear.

You can click a chatbot action to preview how its message will appear in the main chatbot window. This lets you see how your message text is formatted.

To preview chatbot messages, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click the text of a chatbot action.
4. Click outside the preview window.

You can preview how the chatbot will appear in the main chatbot window. This lets you see if your workflows are functioning as expected.

To preview chatbots in the workflow builder, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Configure the chatbot workflow.
4. Click    Preview in builder.
5. Test the chatbot.

If you would prefer to see how your chatbot appears on your website, you can preview it in real time. This lets you see if your workflows are functioning as expected.

To preview chatbots on your website, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Configure the chatbot workflow.
4. Click    Preview on webpage.
5. Test the chatbot.

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the desired action. 
4. Locate the Display Message text field.
5. Enter message content as desired.
6. Click OK.

Bolds selected text or text after the cursor.

Italicizes selected text or text after the cursor.

Inserts a Unicode emoji.

The field where you enter text and customize the message.

To add merge variables to a message, do the following:

1. In SharpSpring's top toolbar, click Chatbots.
2. Create or open a chatbot.
3. Click    Edit Message in the desired action. 
4. Locate the Display Message text field.
5. Enter message content as desired.
6. Place the cursor in the text field at where the merge variable will go.
7. Select the desired merge variable from the Merge Variable drop-down menu.
8. Click OK.

•   SharpSpring ID

•   Phone Number

•   City

•   Is Unsubscribed

•   External CRM ID

•   Extension

•   Country 

•   Owner ID

•   First Name 

•   Office Phone
     Number

•   Zip Code

•   Is Qualified

•   Last Name

•   Number of 
     Bounces

•   Description

•   Custom Field

•   Email 

•   Hard Bounced
     Email Address

•   Lead Score

•   Fallback

•   Is Opted In

•   Mobile Phone

•   Has an
     Opportunity

•   Title

•   Fax

•   Is Contact

•   Industry

•   Street

•   Lead Status