Bots for Salesforce

Bots are the very advanced feature of ValueText. You can automate most of the business scenarios because these bots can automatically identify the contact, update the records, create the record and access the records at salesforce.

Few use cases:

Collect the feedback when case closed.

Escalate or create the case using bot.

Collect the data from your customer and update via bots.

Assign the workorders and acceptance automation.

Convert incomplete data lead to complete data lead.

 

Update the lead from bot- sample video https://youtu.be/BnJ9nafirqs

Update case - sample video https://youtu.be/YUI9oHKyE_U

Create a case from bot - sample Video https://youtu.be/RNb1rQWu1Z4

 

Keywords:

 

Whats is BOT:

Bot is having many bot elements and bot take care of bot elements when and which bot element has to execute.

Whats is BOT Element

Bot element is the child elements of bot. Each bot element hold the templates, options and condition when it has to execute and what text it has to send. One bot element will hold many bot elements. Like tree structure.

What is BOT Form

BOT Form is to hold the data (question & Answer) of chat. In the entire bot chat you can store required data set of chat. Bot Form help to drive the data to any object like lead or contact or custom object records.

When the Bot action completed the status of the BOT Form will be “Completed” based on the status you write process builder action to pas the data to different objects

 

ValueText is currently supporting two types of bots.

  1. Request bot
  2. Keyword based bot

 

1. Request Bot:

  • We request you to watch 30 seconds lenth video before you read Request Bot doc

          Use case: Collect data from customer when lead created

          Video link: https://youtu.be/BnJ9nafirqs

  • Flow starts from Salesforce. These bots can be executed from workflow or process builder or manually triggering.

Ex: When the case is closed, you can execute the bot from workflow to collect the feedback from customer.

bot image

 

2. Keyword based bot:

  • These BOTs are executed by your customer with the help of Keyword. When the customer replies HELP from SMS or WhatsApp respective BOT will be executed.
  • You can define your own keyword like HELP, HI ….
  • Based on customer input your bot program (set of BOT Elements) executes automatically and sends automatic reply.

Ex: You can publish your Number at your website and your customer can reply with specific keyword to create a case or apply for load or know about last case status.

“keyword to start the bot” – When you send “Support” from you phone to the “sender Id” (154151) then this bot will execute automatically.

“Sender id” – All Keyword based bots should have one common sender id and that you can not use for any other use in the system. It is phone number.

“keyword to start the bot” – each keyword based bots should have unique keyword to start like support,help,ok company name…

“Add/view questionset if record not found in my salesforce” – Bot automatically find the respective contact in your system based on the mobile number. If the customer replied with the different number which is not there in your salesforce then it will ask you the pre set question like name,email, company …., . If system found the contact then it wont ask you the pre-set questions you defined like name,email… . You can add multiple pre-set question by clicking that link

“add/ view next level bot element”- Click this link to add next level bot elements.

bot image

 

2.1 Bot Element

  • BOT is having n number of program steps. Based on customer reply respective bot element will be executed.
  • BOT will have many sub steps , each step is called BOT Element.
  • BOT is having multiple chain of “BOT Elements”, each BOT Element consist of set of instructions to reply the customer
  • BOT Element is having below options
  • Bot Element Question
  • Define keyword options
  • Ignore reply and execute next element
  • Data validation
  • Reply text if keyword not matched
  • BOT Form field mapping

2.2 Bot Element Question

  • Each bot element should have “Text Question” or Template. It will execute when bot element executed.

      Ex: Your case is closed, Please rate the support.

2.3 Define Keyword

  • You can define 4 keyword options (Option 1, Option 2, Option 3 & Option 4) , you can set integer or string in the options. These are optional.
  • These “options” are optional.
  • Each Option will have “Skip exact keyword match” check box, it act likes a contains check. Ex: you defined “Stop” and your customer reply “Stop this”.
  • Each Option has a provision to setup “Add / View next level bot element”. If reply keyword match then it fire option liked bot element.
bot image

 

2.3 Ignore reply and execute next level bot element

  • In the entire process of bot you may need no options in some steps but need to execute next level bot element. Ex: your question is “Describe about the issue”, In this case you don’t need options.
  • Whenever you enable “Ignore reply and go to next bot element” and save. It will give an option to add next level bot element.

FAQ:

  • Q. Can I add options and enable “Ignore reply” for the same bot element?
  • A. Yes, You can. If customer reply match with keyword then keyword related bot element will execute. If no option matched then “Ignore reply” related bot element will execute.
bot image

 

2.4 Data Validation

  • In the chat you can validate the data.

Ex: Bot element question is “What is your email address?” when customer enter the data with invalid email type then bot element will return “Invalid email format”

  • Like that you can validate number and email type. You can also define your own custom data validation reply message.
bot image

 

FAQ:

  • Q. Can I add date validation?
  • A. Currently we don’t have date validation. You can use Number validation and ask day, month and year in separate bot question.

2.5 Reply text if keyword not matched

  • You can define custom message, if customer reply does not match with any of the option you set. Ex: you have 1,2,3 &4 options but customer reply with 5 then your message will be sent to the customer like “ Please enter in between 1 to 4.
bot image

 

2.6 BOT Form field mapping

  • You need to map the respective BOT form fields with the BOT question and Customer reply.
  • Read “3. BOT FORM” section to know more.

 

BOT Form

  • This option will be enabled when “BOT Form” check box is marked as true at BOT.
  • BOT Form is designed to store your bot element questions and answers (customer reply).
  • Your BOT is having set of question (BOT Elements) and your customer reply with different answer for each question. You can store every question and answer at bot element based on the mappings you set
  • BOT Form is having field “Status” and it will automatically update respective value like Submitted, In Progress & Completed.
  • Submitted - When the BOT Initiated.
  • In Progress - When customer started reply or BOT is serving to the customer.
  • Completed - When the BOT is completed (All bot elements was answered by customer).
  • Each BOT & BOT Form automatically linked to respective record like contact or Lead or Case or Custom Object.
  • The related record id stored “Related to” field of the BOT Form and BOT and system automatically map the related to field value to the respective look up field you have. Like if the related id field value is contact id then it will map the respective contact at contact lookup field for the BOT & BOT Form.
  • In case of Keyword based BOT, system automatically link the respective contact or related record based on the mobile number of the customer. (Note: in some cases system will not able to map the respective related record).
  • You can write Process Builder action under BOT Form record when the status is completed to pass the date from BOT form record to related record (Related to) (Contact/ Lead / custom object record).
bot image

 

Do’s:

  • You can update or create a related (related to) record by writing a process builder action under the BOT Form when the BOT Form status is “Completed”

Don’t Dos:

  • Do not write a Process Builder action when the BOT Form Status is in Progress which makes BOT execution slow. Customers get reply from salesforce slowly.

FAQ:

  • Can I create custom field on BOT Form?
  • Yes, You can create n number of field and map at bot element.
  • Q. Where can I see BOT and BOT Form under related record?
  • A. Please drag a related list from the layout. You can see how many bots executed for record.
  • Q. How to make relation between BOT & BOT Form with custom object?
  • A. Simply create a look up field under BOT & BOT Form with custom or standard (If relation not there) object.
  • Q. How many BOTs I can create?
  • A. You can create n number of BOTs (Keyword & Request BOTs).
  • Q. I send two bot request to customer. Which bot will execute
  • A.Only the latest received bot one will work and last will be inactive automatically?
  • Q. How can I send multiple bot requests to the customer at same time?
  • A. You can send bot requests with multiple sender ids to serve in same time.
  • Q. How many BOTS I can create?
  • A. You can create n number of bots.