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. Comm100 Chatbot can be applied to Live Chat, social (WhatsApp, WeChat, Twitter, Facebook, Instagram, LINE, and Telegram), and SMS channels to help improve your customer service. Using a chatbot to reach out to your customers brings numerous benefits in terms of enhancing user experience, streamlining operations, and improving overall business performance. 

To use Chatbot in Live Chat, SMS, and social channels, you need to create a Chatbot first, and then set up your Chatbot for the Channel you want to apply.

Set Up the Chatbot for Live Chat 

To set up Chatbot for Live Chat, follow these steps: 

1. Log in to the Comm100 Control Panel. 
2. From the left navigation menu, go to Live Chat > Campaign > Chatbot. If you have multiple campaigns, make sure to choose the correct campaign from the dropdown list.
   
3. On the Chatbot page, turn on the Enable toggle key.
4. From the Chatbot for campaign drop-down list, select a bot.
   
5. Define chat distribution to the bot. You can choose to allocate chats to the bot when agents are online, offline, or both.
   • When agents are online: The settings vary depending on whether routing rules are enabled for the campaign.
     • When routing rules are enabled, the chats are routed to the Chatbot based on the settings from Live Chat > Campaign > Routing Rules. You can also enable the queue length option and set the queue length threshold.
       
     • When routing rules are disabled, you can allocate chats by defining a queue length or setting the percentage of distribution.  
   • When agents are offline: All chats are allocated to the chatbot in this case.  
     
     Note: If 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. This option works only when you accept chats automatically. 
6. Click Save. 

Set Up the Chatbot for SMS and Social Channels 

To set up Chatbot for SMS and social channels, follow these steps:

1. Log in to the Comm100 Control Panel.
2. From the left navigation menu, go to Ticketing & Messaging > Channels.
3. Select the social channel for which you want to configure the bot. The following steps takes Facebook as an example.
4. On the Channel Account tab, add your new social channel account or choose from an existing added account. To learn more on adding social and SMS accounts to Comm100, see this article.
5. Once your social channel account is successfully added, go to the Chatbot Configuration tab, turn on the Enable toggle key, and click the pencil icon.
6. On the Edit Chatbot Configuration page, select a bot for the social channel account.
7. Set a percentage of routing tickets to Bot when the agents are online or offline.
   • When routing rules are enabled, the tickets are routed to the Chatbot based on the settings from Ticketing & Messaging > Settings> Routing Rules. You can view or modify the settings by clicking the routing rules link
      
   • When routing rules are disabled, you can allocate chats by defining a queue length or setting the percentage of distribution.  
8. Click Save.
   You have successfully set up Chatbot for a social channel.