Getting Started with Concours Pro’s Conversation AI Chatbot

Contents

• What is Conversation AI Chatbot?
• Key Benefits of Conversation AI Chatbot
• Creating Conversation AI Bots
• Primary vs Non-Primary Bots
• Advanced Features and Settings
• Training Your Bot
• Bot Goals
• Test and Train Your Bot in Real-Time
• Next Steps

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What is Conversation AI Chatbot?

Concours Pro’s Conversation AI Chatbot is a smart communication tool that automates customer interactions. It AI to handle inquiries, provide support, and streamline communication across multiple channels, saving you time and boosting engagement.

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Key Benefits of Conversation AI Chatbot

• Multiple Bots: Run several bots to manage different conversation types, ensuring tailored responses for specific tasks.
• Primary Bot for Inbound Messages: Set one main bot to handle all incoming messages not triggered by workflows, keeping things organised.
• Workflow Integration: Use extra bots within workflows for automated, context-specific replies.
• Multi-Channel Support: Bots work across SMS, Facebook Messenger, Instagram DMs, and web chat for consistent communication.
• Real-Time Testing: Test and tweak your bot during setup using the chat window, making adjustments on the fly.
• Appointment Booking: Automate scheduling with booking links, bot handoffs, and workflow triggers after bookings.

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Creating Conversation AI Bots

Setting up a Conversation AI bot in Concours Pro is quick and straightforward. Follow these steps to get started:

1. Create a Bot: Head to the Conversation AI dashboard and click Create Bot.
2. Choose a Template: Pick a template that suits your bot’s purpose. You can fully customise it later. Templates are great for beginners or to kick things off quickly.
   • General Q&A Template: Ideal for handling customer support and general inquiries.
   • Appointment Booking Template: Perfect for scheduling and managing appointments.
3. Set Bot Status: Decide how the bot handles messages:
   • Off: Bot is inactive and won’t respond.
   • Suggestive: Bot suggests responses for you to review, edit, and send manually.
   • Auto-Pilot: Bot replies automatically without manual input.
4. Assign Channels: In the bot settings, select the channels (e.g., SMS, Facebook Messenger, Instagram DMs, web chat) for the primary bot to handle.
5. Set as Primary (Optional): Mark the bot as the primary bot to handle all inbound messages not managed by workflow bots. Only one bot can be primary at a time.

Important: Choosing a template only sets the initial prompts. You can tweak or overwrite these prompts to suit your needs, giving you full control over the bot’s behaviour.

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Primary vs Non-Primary Bots

Both primary and non-primary bots are key to your communication strategy. Assigning the right channels to each ensures smooth customer interactions.

Primary Bot

• Handles all general inbound messages not passed to another bot via a workflow.
• Assign all relevant channels to cover incoming conversations.

Non-Primary Bots

• Work within specific workflows with assigned channels.
• Ensure workflow channels match the bot’s assigned channels for seamless operation.

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Advanced Features and Settings

Customise your bot’s behaviour with advanced settings to control response timing, message limits, and more, ensuring efficient and natural interactions.

• Wait Time Before Responding: Set a delay to make replies feel more natural.
• Maximum Message Limit: Cap the number of bot messages per interaction to manage conversations.
• Send Bot to Sleep: Pause the bot during manual replies or workflows to avoid interruptions.

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Training Your Bot

Train your bot to deliver accurate, relevant responses using two powerful tools: Web Crawler and Custom FAQs.

• Web Crawler: Pulls data from your website, specific URLs, directories, or Google Docs to train the bot, ensuring context-aware replies.
• Custom FAQs: Set exact answers for common questions, guaranteeing consistent and precise responses when users ask matching or similar queries.

Read More: Training Your Conversation AI Chat Bot

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Bot Goals

Define your bot’s personality, intent, and instructions to align with your business goals, ensuring the right tone and focus for every interaction.

Prompt

The prompt shapes the bot’s core behaviour by combining personality, intent, and extra details to match your communication style.

Tip: Don’t include calendar slot details in appointment booking prompts to avoid incorrect responses.

1. Personality: Set the tone to match your brand:
   • Friendly: Casual and approachable.
   • Professional: Formal and business-like.
   • Formal: Structured and reserved.
2. Intent: Define the bot’s main goal:
   • Resolving Queries: Answer customer questions.
   • Generating Leads: Steer conversations toward bookings or conversions.
3. Additional Information: Add specific instructions to fine-tune responses.

Appointment Booking Actions

Streamline scheduling with actions that automate booking tasks, independent of the template chosen during setup.

1. Picking a Calendar: Select a calendar from your account for the bot to reference and book appointments.
2. Send Booking Link: Share a direct booking link for customers to pick their own slots, simplifying the process.
3. Pause After Booking: Stop bot responses after a booking to avoid unnecessary messages and enable smooth follow-ups.
4. Transfer to Employee: Hand off the conversation to another bot for specialised tasks, ensuring seamless transitions.
5. Trigger Workflow After Booking: Launch automated follow-ups like confirmation emails or reminders after a booking. Create the workflow first, then link it to the bot.

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Test and Train Your Bot in Real-Time

Use the chat window in the Training and Goals sections to test and refine your bot as you set it up, ensuring it’s ready before going live.

1. Chat with the Bot: Have unlimited, cost-free conversations to see how the bot handles queries.
2. Give Feedback: Rate responses to improve the bot. Negative feedback auto-creates a new FAQ entry for refinement.
3. Edit Prompts: Tweak personality, intent, or instructions during testing by clicking the edit icon next to feedback buttons.
4. Reset Conversation: Apply changes and reset the chat without refreshing to test updates instantly.

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Next Steps

Keep optimising your Conversation AI Chatbot with these steps:

• Double-check the primary bot and its channel assignments.
• Set up bots for specific workflow tasks.
• Dive into advanced features and workflows to enhance customer interactions.