Building a bot using answers

Note: This article is intended for customers creating a new bot using multiple answers. If you are editing a bot previously created using the original single-flow build, see Understanding the new bot building experience for an overview of the changes to the process.

After you’ve created a bot, you can begin adding answers to define its behavior.

Answers tell a messaging bot how to best respond to customer questions through the Web Widget or mobile SDK. Each answer addresses a single issue, or “intent,” and your bot can be trained to understand customer intent when phrased in different ways.

This article shows you how to create an answer, configure your bot’s initial greeting, and edit existing answers when your communication needs to change.

This article includes the following topics:

• Creating an answer for a bot
• Updating the standard responses
• Training your bot
• Updating an existing answer
• Deleting and deactivating answers
• Publishing answers

Creating an answer for a bot

Answers are added to your bot from the Answers tab on the bot’s edit page. The order answers are listed does not impact how they are received by your customers.

A bot can include up to 1,000 steps. These steps can be distributed among multiple answers, or included in a single answer.

To create an answer for your bot

1. On the Answers tab of the bot’s edit page, click Create answer.
2. Enter the answer’s Intent. This should be a brief, clear description of the issue addressed by the answer, such as “Password reset”, “Request a refund”, or “Talk to a human”.
3. Enter Training phrases. These phrases train your bot to evaluate and understand what information customers are looking for. See Training your bot below.

   You can add up to 100 additional questions by clicking Add question at the bottom of the list.

4. Click Next. The answer opens in Flow Builder where you can build out the bot’s response.
5. Add additional steps to the answer as needed. You need to add at least one step to the answer.
6. Click Preview to see how the answer will appear to your end users.
7. Click Done when you’re satisfied with the answer.

At this point, you’re taken back to the bot’s edit page, where you can add another answer, edit an existing one, configure the standard response, or publish the bot.

Updating the standard responses

The Standard responses tab is where you define the following bot responses:

• Greeting, the bot’s initial response when a messaging conversation is started.
• Fallback, the bot’s default response when no answer matches a customer’s comment.

Greeting response

When your customers first open a messaging conversation in Web Widget or your mobile app, they’re met with a greeting response. You have two ways to initiate a conversation:

• A custom greeting message followed by one or more of your previously created answers presented to your customers as options.
• A single existing answer with no custom greeting. This option can be used to immeditately transfer your customer to an agent, for example.

This is configured in the Standard responses tab of the bot’s edit page.

To configure a custom greeting message

1. On the bot’s edit page, click to open the Standard responses tab.
2. Make sure Greeting message is enabled.
3. Enter your initial greeting or leave the default message.
4. Use the Starting answers dropdown to select up to six of your answers to present to customers as preconfigured options.

   These settings are automatically saved, but will not be presented to customers until you publish, or re-publish, the bot.

To use an existing answer as your starting answer

1. On the bot’s edit page, click to open the Standard responses tab.
2. Disable the Greeting message option.
3. Use the Starting answer dropdown to select the answer that will greet your customers when they initiate a conversation.

Fallback response

The fallback response is triggered when the bot can’t find a suitable answer to the customer’s question or comment. The bot can suggest relevant help center articles, give them the option to rephrase their question or offer another answer.

To configure the fallback response

1. On the bot’s edit page, click to open the Standard responses tab.
2. Choose whether you want to Recommend help center articles before the fallback message.
   Note: This option only appears if you have an active, publicly available help center.
3. Enter an initial message, the information offered by the bot if no help center articles are found, or if you do not have an active help center. By default, the bot is configured to say I didn't get that. Try rephrasing your question.
4. Use the Answers drop-down to select up to six of your already-created answers to present to the customer. This step is optional.

Training your bot

You can teach the bot how to interpret questions asked by the customer during the messaging conversation so they can match and deliver the most relevant answer for a particular question.

When you create or open an answer in Flow Builder, you'll see the Configuration panel as usual, but now it will contain two sections:

• Intent, a short description of the answer.
• Training phrases, different ways the customer may phrase the question.

In the Training phrases section, you can add up to 100 variations of the question a customer might ask that should result in that answer being offered by the bot.

To create good training questions, keep the following points in mind:

• Questions don’t need to exactly match what the customer types. For example, a customer could spell something wrong, or phrase it a little differently and still get a match.
• Avoid the use of generic phrases like “I want to” or "How do I", which can dilute the question's core meaning. For example, instead of using "I want to get a refund", use “Get a refund."
• Do make sure you use necessary basic details. For instance, instead of "Renew", say "Renew membership."
• Do not use unnecessary words, such as "Hi", in a question.

You do not need to add training phrases in multiple languages.

Updating an existing answer

You may find you need to edit an existing answer in the following ways:

• Updating the intent or question variations
• Editing a step in an answer
• Inserting new steps to an answer
• Copying and pasting steps into an answer
• Removing steps from an answer

Updating the intent or question variations

You can edit an answer’s intent, or add, remove, or edit question variations.

To update an answer’s intent or question variations

1. On the Answers tab of the bot’s edit page, hover over the answer you want to change and select Edit.
2. In Flow Builder’s configuration panel, update the answer’s Intent.
3. Click Done.

To update an answer’s question variations

1. On the Answers tab of the bot’s edit page, hover over the answer you want to update and select Edit.
2. In Flow Builder’s configuration panel, update the question variations as needed.
   • To add a variation, click Add question at the bottom of the list and enter the new question.
   • To remove a variation, click the trash can icon next to the question.
   • To edit a variation, update the text in the question’s text entry box.
3. Click Done.

Editing a step in an answer

You can change an answer by editing the configuration details of an existing step. You cannot edit a step's type. For more information on the steps below, see Understanding bot step types.

To edit a step in an answer

1. On the Answers tab of the bot’s edit page, hover over the answer you want to update and select Edit.
2. Click the step you want to edit. Its details appear in the Configuration panel.
3. Edit the elements you want to change:
   • Displayed message (all step types): Update the text in the Bot message box.
   • Options (Present options step): Update the options in the text box. To delete an option, click the trash can icon. To add an option, click Add an option. To reorder options, click the grip icon to drag-and-drop them into position.
   • Suggested articles (Show help center articles step): To delete a suggested article, click … and select Delete. Use the Select article search box to add additional articles.
   • Information collecting fields (Handoff steps): To delete a field, click … and select Delete. Use the Fields drop-down to add additional custom fields (text or drop-down field types only).
   • External link (API call): See Using the Make API call step.
   • Business hours schedule: Click the branching icon () to select a new business hours schedule, if available.
4. Click Done when you've finished making your changes.

Copying and pasting steps in an answer

You can copy a step, or a step and its subsequent steps, and use it elsewhere within the same answer. Steps cannot be copied from one answer and added to another.

Copied steps can only be pasted at the end of a branch in the answer, and that branch cannot currently end with a Transfer to agent step.

To copy a step (or multiple steps) and paste it elsewhere in an answer

1. Click the step you want to copy.
2. At the top of the step details in the Configuration panel, click the Options icon () to open the Options menu:

   

3. Select your option:
   • Select Copy this step to copy only the selected step
   • Select Copy this and following steps to copy the selected step and all subsequent steps
4. Click the Add new icon () at the end of the branch, or the Add a step icon () after an options step.
5. Click the Options icon () again, and select Paste step:

   

   The step is added to the bot flow.

6. Continue editing the answer as needed and click Publish when your edits are complete.

Inserting new steps to an answer

In addition to copying and pasting steps into an answer, you can also insert the following step types between two existing steps in an answer:

• Send message
• Present options
• Show Help Center articles
• Add business hours condition

It's important to note that when you add a branching step, such as a Present options or Add business hours conditions step, the subsequent, pre-existing steps will be included under the new step's initial branch.

• Present options: Existing steps are included under Option 1.
• Add business hours conditions: Existing steps are included under the When open branch.

The Transfer to agent step type cannot be added to an answer before another step. It can only be included as the final step in an answer.

To add a step into an answer

1. Hover over the line between two steps and click the Add new icon () .

   

2. In the Configuration panel, select the message type you want to insert into the answer, and configure the step as needed.
3. Repeat as needed, then Publish your updated answer.

Removing steps from an answer

Deleting a step removes all subsequent steps from the answer. If you want to delete a step but retain the subsequent steps, you can copy and paste the subsequent steps later in the answer.

To delete a step in an answer

1. On the Answers tab of the bot’s edit page, hover over the answer you want to update and select Edit.
2. At the top of the Configuration panel, click the Options icon ().
3. Select Delete this step. If there are subsequent steps, click Delete steps in the warning box.
4. Click Done when you've finished making your changes.

Deleting and deactivating answers

If an answer is no longer relevant or necessary, you have two options for removing it from your bot:

• Deleting, which permanently removes the answer from the Answers list.

• Deactivating, which removes the answer from the bot, but retains it for future use.

To delete or deactivate an answer

1. On the bot’s Answers tab, hover your cursor over the answer you want to remove.
2. Click the Row actions icon () and select your action: Delete or Make inactive.
3. Confirm your selection.
4. The answer is updated according to the selected action:
   • Delete removes the answer from the answer list.
   • Make inactive changes the answer’s status to Inactive. You can reactivate the answer from the Row actions icon by selecting Make active.

Publishing answers

Before your new or edited answer flows are available to your customers, you must publish the bot they’re attached to. See Publishing a bot for information and instructions.

Answers are not published individually. When you publish the bot, all answers in the Ready to publish state are published as well.

Deleting or de-activating an answer is immediate. You do not need to republish the bot.