Set up a chatbot for common customer questions during engagement and evaluation
Set up a chatbot for common customer questions during engagement and evaluation
1. Choose a chatbot service like the Facebook Chat Plugin, Drift, or Active Campaign based on your particular requirements.
2. Create a new spreadsheet titled Intelligent Chatbot Implementation with two worksheets and name them Display URLs, and FAQs.
3. Add all frequently asked questions in one column on the FAQ sheet and all the related keywords in another.
For example, if the question is, “How to send cold emails?” the keywords could be cold emails, email marketing, and how to.
4. Add the specific URLs where you want the chatbot to appear to your Display URLs worksheet.
If you want the chatbot to appear on every page of your site, you can whitelist your entire website by adding the main domain to your chatbot tool or make a note for your web developer to implement it on every page.
5. Login to your selected chatbot service to set up your first customer engagement bot.
How you do this depends on your chosen chatbot, but you would typically create a new chatbot from your dashboard and select a Q&A chatbot. See your chatbot product manual for more information on setting up a Q&A chatbot.
6. Add all your questions from your FAQs worksheet to your chatbot, map each question to a text-based reply, add all relevant keywords for each FAQ, and setup catch-all messages in your chatbot.
Setting up catch-all messages allows you to choose what happens when the user’s message doesn’t match any Q&A. For example, you can either choose to ignore the message, respond with a pre-configured reply, or prevent users from typing free form questions in the chat altogether. You can also add URLs to answers to redirect users to specific help pages if necessary.
7. Customize your chatbot's headline text, description, add your company logo and brand colors, and select the location of your chatbot on your site.
Choose the headline text you want to use within your chatbot. For example, “Do you have any questions?“ Add the chatbot description. For example, “Let us help you make a decision…“ Link your company logo URL to the chatbot. Configure your chatbot colors to match your overall branding. Select the specific placement of your chatbot, such as left or right aligned.
8. Create a test page on your website, implement the chatbot, and interact with it to test it before going live and ensure conversations are being captured.
Follow the implementation instructions for your particular chatbot tool, or ask your web develop for help creating a test page and adding your chatbot to it.
9. Add your Display URLs to the chatbot, or manually add it to each page and go live.
Certain chatbots, like the ActiveCampaign WordPress plugin, allow you to add the chatbot to specific URLs and select the positioning. If your chosen tool supports this, add all the URLs you listed in your Display URLs worksheet to your chatbot. If you use a different tool or don’t use WordPress, you may have to paste the code provided by your chatbot tool to on each URL in your Display URLs worksheet. Ask your web developer to do this for you if you aren’t sure of the process. Test a few live chatbot URLs to ensure it’s working properly.