Comm100’s Chatbot is a virtual agent that can answer your visitor's questions. It can also perform tasks like booking a ticket, qualifying leads, and so forth. 

It works like a human agent to help visitors and find solutions to their questions. You can use it in both Live Chat and Ticketing & Messaging Channels. To learn more on setting up Chatbot for Ticketing & Messaging channels, see this article. 

Benefits of using a Chatbot 

The following are multiple benefits of using a Chatbot in your business:  

• Faster response time: The Chatbot is like a robot fed with questions and answers. It replies as soon as it sees a visitor on your site, while the agent may take some time to think of a possible solution and type the message. 
• Handling capacity/multitasking: There is a limitation to the number of chats an agent can handle at the same time, while the Chatbot can have thousands of simultaneous conversations.
• Cost-effectiveness: Chatbot can do the job of many agents at a time and can be preferred over hiring agents if your revenue is not very high. 

To learn more about the benefits of using a Chatbot, see this article.

Using Chatbot in Live Chat 

To get the Chatbot working on the Live Chat channel, you must add the Live Chat channel from the Supporting Channels drop-down list from the Bot > Chatbot > Manage chatbots > Chatbots > Edit Chatbot page for the specific Chatbot.

You can also add separate answers for Live Chat in the Answer section of Intents.  

To use the Chatbot in the Live Chat channel, follow these steps: 

1. Log in to the Comm100 Control Panel. 
2. From the left navigation menu, go to Live Chat > Campaign. 
3. Select a campaign from the drop-down list and go to Chatbot. 
4. Turn on the Chatbot toggle key.
5. From the Bot for Campaign drop-down list, select a bot.
6. Define chat distribution to the bot. You can choose to allocate chats to the bot either when agents are online or offline.
   • When agents are online: 
     You can allocate chats by defining a queue length or setting the percentage of distribution.
     In case you choose the option to define queue length, the new chat requests are distributed to the bot when the total requests waiting in the queue reach the defined threshold.  
     
     Note: This option works only when you accept chats automatically.
     If you choose to set a percentage of distribution, the chats get allocated to the bot based on the defined percentage. Defining this percentage varies if Routing Rules are enabled or disabled in the Live Chat Campaign setting. 
     If your routing rules are enabled from Live Chat > Campaign > Routing Rules, click the Routing rules link on the Chatbot page and set the distribution. 
     If routing rules are disabled, you can set the distribution percentage on the same Chatbot page. 
   • When agents are offline: 
     All chats are allocated to the chatbot in this case.
7. Click Save.