Overview
ChatFlow allows you to automate responses to common customer queries using chatbots and auto-reply rules. This helps you provide instant support even outside business hours.
Types of Automation
- Auto-Reply: Send an instant message when a customer contacts you
- Keyword-Based Bot: Trigger specific responses based on keywords in the customer's message
- Flow Bot: Create multi-step conversation flows with menus and options
Setting Up an Auto-Reply
2. Click on Bots or Automation in the left sidebar
3. Select Auto-Reply and click Create New
4. Enter the message you want to send automatically
5. Choose the trigger condition (e.g., first message, outside business hours)
6. Toggle the status to Active
7. Click Save
Creating a Keyword-Based Bot
1. Go to Bots in the left sidebar
2. Click Create New Bot and select Keyword Bot
3. Enter the keywords that should trigger the bot (e.g., "price", "hours", "location")
4. Type the response message for each keyword
5. Optionally, add a fallback message for unrecognized inputs
6. Save and activate the bot
Creating a Flow Bot
1. Go to Bots and click Create New Bot
2. Select Flow Bot
3. Use the visual flow builder to add steps:
- Welcome message
- Menu options (numbered or button-based)
- Responses for each option
- Escalation to human agent if needed
4. Test the flow using the Preview option
5. Save and activate the flow
Tips for Effective Bots
- Keep messages short and clear
- Always include an option to speak with a human agent
- Use emojis sparingly to keep communication friendly
- Regularly review bot performance in the Insights section
- Update keyword lists based on common customer queries