Frequently asked questions about our chatbots | EasyChatbot

EasyChatbot is a tool that allows you to easily create code-free virtual assistants that can automatically answer your customers’ questions and requests 24 hours a day, every day of the year.

Yes. With EasyChatbot.net it’s easy to create, publish and share interactive content, both in audio format (accessible by phone or web) and in written format (via chat).

Examples: automatic appointment scheduling, multi-adventure stories, games, training, exams, automatic validation of checklists, etc…

EasyChatbot.net allows you to share online chatbots simply by sending a link.

EasyChatbot is an omnichannel tool you can use by phone, SMS, as a WhatsApp chatbot, as a Telegram chatbot, as a Facebook chatbot, on your website and even in different metaverses.

• When does a conversation end and the next one begin with the same user?
  The conversation is considered finished automatically when it reaches the last connected box in the diagram.
• What are the default voice prompts in the receptive system for?
  They are used when you want the communication channel to switch to voice — you have your own agent speaking for you!
• I made a mistake connecting a box. How do I remove it?
  The best way to remove an arrow is to select its origin and drag it away from the connection point.

First, you need a virtual phone number compatible with WhatsApp for bots (WABA). You can request these numbers directly from EasyChatbot.

If you want to serve your customers (Inbound), all that remains is to create your Decision Tree to define the conversation you want.

If you are the one initiating contact (Outbound), the “first message” you send must be approved by WhatsApp. You can choose one of the standard “first messages” (already approved) or request a new customised “first message”, which typically takes 48 hours.

The rest of the messages are free format, so you don’t need prior approval.

It’s important to know that for outbound conversations (those initiated by businesses), WhatsApp has a strict anti-spam policy (against junk messages). If a customer reports a violation of these policies, WhatsApp will send a warning about a possible blocking of the virtual phone number.

1. Create a Facebook account for your business if you don’t already have one. This will allow you to use Facebook’s chatbot platform and communicate with your customers through Facebook Messenger.
2. Connect your Facebook account to your EasyChatbot. You will need to authorise the chatbot to access your Facebook account and Facebook Messenger.
3. Configure your chatbot. Set up the chatbot’s behaviour and create dialogues so it can interact with your customers.
4. Publish your chatbot. Once you have configured it, you can publish it on your Facebook page or send it to your customers via Facebook Messenger.

It’s important to note that to use chatbots on Facebook, you need to follow Facebook’s policies and requirements for chatbots and automation. Additionally, you may need to obtain permission from your customers before sending automated messages through Facebook Messenger.

1. Create a Telegram account for your business if you don’t already have one.
2. Connect your Telegram account with your EasyChatbot. You will need to authorise the chatbot to access your account.
3. Configure your chatbot. Set up the chatbot’s behaviour and create dialogues so it can interact with your customers.
4. Publish your chatbot. Once you have configured it, you can publish it on your Telegram account or send it to your customers via direct messages.

1. Configure your chatbot: In the control panel, you can create your Decision Tree which defines the chatbot’s behaviour so it can interact with your visitors.
2. Copy embedded code: Copy the embed code generated by EasyChatbot. There are 2 types of embed codes:
   • click2chat: An icon that appears on your website; clicking it opens a small chat window.
   • landChat: A chat window embedded in your website, at the size you choose. Very useful for landing pages.
3. Paste embedded code: Paste the embed code inside your web page. That code will become the chatbot you selected in the previous step (click2chat or landChat).

EasyChatbot does not create cookies on your website, so there is no need to display special warning messages about cookie use. However, if your chatbot requests personal data from the user, you must handle it responsibly in accordance with applicable laws and regulations.

The EasyChatbot decision tree, also called the conversation tree, is a simple graphical tool made up of boxes that you can create and link with your mouse.

It defines the flow of conversations your chatbot will have.

It has the shape of an inverted tree, because depending on the user’s responses, the conversation branches out like a multi-adventure book.

A decision tree begins with a question or problem that the user wants to solve. From that question or problem, sub-questions are asked that lead to various options or possible outcomes. Each option or outcome is represented as a “branch” of the tree, and each question is represented as a “node” of the tree.

A decision tree is a useful tool for visualising and evaluating, in a clear and organised way, all the possible conversations contemplated in your EasyChatbot.

Designing a Decision Tree is a lot like playing “Guess Who”, and you’ll see.

Before designing your own tree you should consider the following:

• Closed questions: Your EasyChatbot should ask closed questions, meaning questions that don’t allow rambling and can be answered with one or a few words. E.g.: Do you wear glasses? Are you wearing a hat? What’s your favourite colour? Is your name Maria?
• Initiative: Your EasyChatbot should ask the user questions, taking the initiative in the conversation. These questions guide the user towards what they’re looking for. If the user feels the need to ask questions, the tree is not well designed.
• Limitation of answers: Questions with possible answers limited to fewer than 4 options are preferable.
  Ex1: yes/no
  Ex2: good/bad/fair

Tree preparation:

In the game “Guess Who”, you have many characters (information) defined by shared characteristics (glasses, hat, blond/brunette/bald, etc.). The best players group the information by those characteristics in the best possible way, so they can ask the most effective questions first — the ones that lead to the desired character (the desired information) in the fewest questions possible.

That’s why preparation has the following steps:

1. Information: Create a list of the types of information and/or actions that may interest your users. It’s like having a list of characters in the game.
2. Characteristics: Find out which characteristics or common elements those pieces of information and actions share. These characteristics allow you to group the list from the previous point.
3. Order groups: Arrange the groups (nodes) and subgroups (branches) in a multi-level tree so that each group has no more than 4 subgroups (branches) and the desired information is reached in as few levels as possible.
4. Extract questions and answers: For each group/node in the tree, create a question based on the characteristic that differentiates each subgroup/branch. For example: if a group is subdivided by whether it wears a hat or not, resulting in a “with a hat” branch and a “without a hat” branch, then the correct question is “Does it wear a hat?” and the possible answers are the two subgroups/branches: yes and no.
5. Digitise your tree: Use EasyChatbot’s graphical tree editor to build your tree from the questions and answers obtained in the previous step. A simulator is available to test the result.
6. Production: Publish your EasyChatbot on one of the available channels (phone, embedded code, WhatsApp, etc.) so your users can talk to it.
7. Learning: Extract the list of answers given by your users to see if there are any not yet included in your current tree. Add those answers to improve your EasyChatbot’s performance.

EasyChatbot is for anyone who wants to automate a process, especially if it needs to interact with people, like your customers.

If you’re an SME, it helps you acquire new customers and retain existing ones, because your customers won’t have to wait on hold to ask FAQs or schedule an appointment. They’ll always get an immediate response. It also allows you to automate your sales funnel.

If you’re a Contact Centre, it’s useful because you can launch outbound campaigns with predictive dialling using virtual agents, human agents or both, via phone or WhatsApp.

If you’re a creator of interactive content, such as multi-adventure stories, interactive podcasts, etc., EasyChatbot is for you because you can earn money by creating, publishing and sharing your content using our platform.

Because it helps you get new customers and retain existing ones.

For an SME, every unattended customer can mean losses.

EasyChatbot.net lets you serve your customers immediately and continuously via phone, your website, WhatsApp, SMS and social networks.

Your EasyChatbot.net assistant can book appointments based on your availability, answer frequently asked questions, manage orders, purchases, etc…

EasyChatbot.net can also filter your incoming calls and chat requests so that you only receive those that meet the criteria you decide.

Communicate with your customers via SMS, WhatsApp or phone by sending personalised automatic notifications.

Manage your Contact Centre from anywhere with Internet access, easily and without installations thanks to our EasyChatbot.net cloud technology.

With EasyChatbot.net you can create phone or chat campaigns with virtual assistants that automatically converse with your customers, both outbound (uploading a phone list) and inbound, via phone, WhatsApp, SMS, Web and social networks.

You can then forward those conversations to your human agents so they can provide more personalised support.

The human agent can manage the customer record while talking or chatting, and you can easily listen to and supervise conversations remotely.

You can store recordings of all conversations and generate powerful reports.

EasyChatbot.net allows you to automate processes, especially repetitive ones, reducing bureaucracy and gaining efficiency, productivity and speed.

EasyChatbot.net provides powerful gateways to connect with other systems, both to extract and to send information.

It also offers strong communication channels with the people involved in the process, automating interaction with them — sending notifications, following up if no response is received, etc.

Thanks to this, EasyChatbot.net enables machines to work with people.