Bot Playbooks are an absolutely essential way to engage with your site visitors, discover their needs, connect them to your team, and help you book meetings. We're unveiling a new and improved visual builder to help you reduce the time it takes to build out flows, make it more visually accessible, and put skills at the forefront! As you may already know, there are many things that make up a successful bot Playbook. Among them are
- Keyword Responses and Groups
- Building out different conversational paths
- Conditional Branching
- Mapping responses to an Attribute
- Audience settings
In this doc, we'll explain how to build these into your Playbook with the new builder and how things have been improved!
Skip to the end of this doc for instructions on opting in / opting out of the new builder style if it hasn't been rolled out for you already!
The bot should be your go-to tool to qualify leads before human interactions. Keep your questions short and simple.
Reordering Button Responses
Now, it's easy to reorder your button responses! Simply open up the Responses tab within a question, click the three horizontal lines to the left of the button you want to move, and drag it to your desired position! Click Save Question and that's it!
In addition to button responses, you can allow visitors to type their own responses to your bot's questions and take action depending on their response
Within a Question, scroll down to "Keyword Groups" and click the +. You can create a group for one-time use, or save it to use again later .
You have three options for keyword matching and we define them as follows:
- 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: we use 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")
Building a new Path
You now have the ability to create different branching paths based on where you want the conversation to go. This makes it much easier to visualize the conversation's flow!
To add a new path, click the + icon next to a set of responses after your question. You'll be able to build this new path our with questions, skills, and messages!
Reordering your paths
To easily move a question or skill to a new position, simply click and hold to drag and drop the node into its desired position.
Note: Drag and drop is only supported for nodes with a single output path.
With the new builder, you can now branch based on different conditions! Rather than having different Playbooks for online/offline status, you can account for both within one Playbook! You can create conditional branches based on any of the same targeting conditions you set within Audience.
Creating a Conditional Branch
To create a conditional branch, click the + icon, select Add skill, then select Conditional Skill. You'll see a Conditional Skill node appear in your flow with outputs below it!
Clicking on the node will bring you to where you can add conditions! Click on the pre-filled Condition 1 to edit! You'll see Add a group where you can add any and all conditions you'd like. Then, name the condition by clicking on the condition's name and then click Save!
Here's an example of adding the Drift is online condition, naming the condition, and seeing it appear in the builder!
To add subsequent conditions, go back into the conditional branching node, click the + icon, and enter your desired conditions. Name and Save your condition set and you'll see it added in the Outputs section.
Building out Paths from the Conditional Branch
Your conditions will appear in the Outputs node, which closely resembles the way button responses are formatted.
To create paths based on these branches, you can drag each condition onto the + icon or click the + icon for each condition you want to branch off of.
You can then continue to build your paths as usual!
Mapping Question Responses to an Attribute
You can still easily map the responses to a question to an attribute. Simply click the gear icon above a question, check the attribute mapping box, and select the attribute you'd like to populate with the answer to that question!
Skills and Goals
Your bot can do a lot of the identifying, qualifying and routing for you with skills! We've put skills front and center and as a best practice we recommend using those individual skills over goals.
To add a skill, click the + icon on any branching line, hover over "Add skill" and you'll see a list of the available skills pop out. Select one and it will be added to the end of this branching line!
Check out how we added an email capture skill to this path!
Here's another example adding a route conversation skill.
To add a new goal or add an existing goal, hover over "Conversation status" and click the gear icon. There have been no changes to the options with goal setup or editing.
You have a few options when choosing how to target your playbooks. We will go over all of the following settings:
Under "Audience," you can set who sees your Playbook, where it would or would not 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.
You can find a full list of all available audience conditions and how to set them up in this doc.
Within "Audience" you'll see three options to choose how often you would like to show this Playbook to visitors.
On every page load
- This will fire the Playbook every time the page is refreshed or reloaded
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
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 and not fire for that contact again
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.
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!
Opting in / Opting out of the New Builder
You can opt into the new builder by clicking the Try the New Builder button at the top of your bot Playbook. You'll be presented a modal with info and a button to confirm. If you accept, the Playbook will be reloaded in the new style. You'll see a button at the top of the builder if you want to return to the old style at any time!
If you are using the original visual builder, you can find our doc on building bot Playbooks here!
Our team is incredibly excited to bring this new builder to you. We'll be continuing to improve this feature, so if you have questions or feedback, please chat with us!