Bot Playbooks are a great way to capture information, qualify, and direct leads and prospects coming to your site. In this doc, we'll go over high-level basics of utilizing the visual builder and building a bot Playbook!
There are several core components of a bot Playbook that we'll cover in this article!
- The Greeting
Here's an example of a simple playbook. Users are prompted by questions, and depending on how they answer, the user will either be asked another question or reach a goal.
Head to the Playbooks tab and select Create new Playbook.
From there, you'll be taken to the Marketplace, where you can select your Playbook type. Choose any Bot option!
Once you've selected your type, name the Playbook and click Create my Playbook to be brought into the builder!
The Greeting is a great way to quickly grab a prospect's attention with a friendly welcome! This the first message that will send to the user.
Here's a few things you can do to customize the text. You can also apply the same text styling to any question.
- Bold text
- Italicize text
- Underline text
- Add ordered list
- Add hyperlinked text
- Add Emojis
- Use contact attributes for personalization
- Add link to profiles
The bot can ask qualifying questions to help you get to know who you're talking to, what they need, and how they would like to be helped! We recommend keeping your questions short and sweet!
To add a new Question node, click "Add new" in the top right of your builder and select Question. You'll see a new Question node appear at the bottom of the builder.
Click on the compose box to type in a qualifying question!
In addition to button responses, visitors can type their own responses and we'll be able to do keyword matching. Users can customize how the bot handles certain words, whether the visitor's response contains a word, is equal to a word, or is similar to a word.
- Contains: if any part of the keyword is contained in whatever response the the site visitor types in (e.g. the keyword is "art" but the visitor types in "start")
- Equals: the site visitor response has to exactly match the keyword (e.g. the visitor types in "start" and the keyword is "start")
- Similar to: the keyword uses natural language processing to match the site visitor's intent (e.g. the keyword is "start" and the site visitor types in "let's get started")
This can be done by hovering over the text on the bottom of the question node. This will allow you to select what question, skill, or goal you want the bot to proceed to, as well as a bot response (if any).
To access the advanced settings of each question, click on the gear icon on the top right corner. You'll be given the option to make the question "button only", which prevents the user from typing in a response for that particular question; or you could map the answer of that question to a any Drift or custom attribute you have set up in Drift.
Skills are super helpful ways for the bot to identify who people are, qualify them for you, and hand off the conversation to the appropriate parties. There are eight skills in total, currently.
- Email Capture - capture a visitor's email address
- Phone Capture - capture a visitor's phone number
- Help: Article Lookup - serve a visitor help documentation
- Help: Ticket Creation - create a support ticket within the bot flow
- Help: Article Lookup and Ticket Creation - serve help documentation and create a support ticket
- Route Conversation - hand off the conversation to a teammate
- Enroll in Email Playbook - enroll a visitor into one of your email Playbooks
- Schedule a Meeting - route the conversation to a teammate and drop their calendar
You can find them by clicking Add new at the top right of the visual builder. Selecting one will add it to the bottom of your flow.
Each is customizable in its own way. More or information on skills, check out these links!
Goals are a great way to end your conversation. You've either asked all the questions you need, routed in the right team members or have decided that this prospect maybe isn't the best fit.
You can add a goal and select several activities to happen within it.
To add a new goal, click Add new and select Goal.
You'll be presented with a modal to select what happens in your goal. Make sure to name your goal and select a lead stage for those contacts who reach this goal!
Then, set the actions. You can
- Route Conversation
- Send Calendar
- Send Bot Messages
- Mark as CQL
- Auto Close the Conversation
When selecting auto-close conversation in your goals, you'll have the ability to choose between allowing the conversation to be reopened when the site visitor types back in, or keep the conversation closed and sending a message to direct them elsewhere.
Remember to Save your goal!
Now that you've built your Playbook out, you'll want to decide who sees it and when! You have a few options when choosing how to target your playbooks.
Audience and Display Conditions
Under "Audience," you can set who sees your Playbook, where it would display, and how often!
There will be the option of choosing what types of site visitors you want the playbook sent to, as well as which groups you want to specifically exclude. All of your segments (accounts, dynamic, and static) will also appear as options for you to send/don't send the playbook to.
We define "engaged" contacts as someone who have scheduled a meeting in the past 21 days or have one scheduled for sometime in the next 21 days. People who have had a "recent" conversation chatted in through the widget on your site in the last 7 days.
If you select to exclude people based on these two smart filters, if a contact becomes engaged they will not receive further messaging from that playbook; they will be unenrolled.
Under Frequency, you'll see three options. Here's what they mean!
Until they interact, then hide it
- This means that if the user interacts with your playbook (e.g. they dismiss or click on the greeting) then it will disappear
Until they interact, once per session (30 minutes)
- This means that the playbook will deliver every time there is 30 minutes of inactivity or if the user opens a new browser, even if they interact with it
On every page load
- This will just have the playbook deliver every time the page is refreshed or reloaded
If a site visitor comes onto the page where your Playbook is running and does not interact with it, then it will always continue to show every time. Once there is interaction, then your frequency settings will kick in.
You can find a full list of all the display conditions and how to set up display conditions, check out this doc.
Here, you can toggle on whether or not you'd like to use Bot Conversation Ratings and adjust the copy at the Playbook level. For more on Conversation Ratings, check out this doc!
You can also select the target inbox for this Playbook, meaning where conversations started from this Playbook would live. If you're interested in learning more about setting up multiple inboxes, click here!
If you have Salesforce connected, you'll also see a field to attribute your Playbook to a specific campaign in Salesforce. For more on that, check out this doc!
For information on DriftLinks, check out the doc here!
For info on Conversational Landing Pages, click here!
If you have opted in to the new bot visual builder, you can read our doc on that here!