Answers are pre-set responses that the Chatbot sends for a visitor's specific questions. Comm100 Chatbot allows sending a variety of answers over different channels, like Live Chat, Facebook, Instagram, Twitter, WhatsApp, LINE, WeChat, and so forth. 

You can set answers using the actions available in the Answers section of Intent and use them in certain query types as they are resolved differently across various channels. 

Example 1: If a website visitor asks an account-specific question during a chat conversation, the Chatbot can return the answer as a private conversation. However, if the visitor sends a query via a Facebook post or through a tweet, to protect visitor privacy, you may want the Chatbot to send a message to visitors to start a chat. 

Example 2: If your Comm100 is integrated with Salesforce or Dynamic 365,  you can use the following actions to manage records, such as, create a record, find a record, find a record by SOQL, or find a record by FetchXML.  

If visitors ask a question in a channel that does not have a dedicated answer, the Chatbot returns the set of default answers.

How to create an Answer flow 

You can use the Answers section of any Intent to create a flow consisting of different actions available. 

To create an answer flow in Intent-Answers, follow these steps: 

1. Log in to your Comm100 Control Panel. 
2. From the left navigation menu, go to Bot > Chatbot and select the Chatbot from the drop-down menu.
3. Go to Custom Answers, Intents and click New Intent.
   
   
   Note: Click any existing intent if you wish to edit answer of any existing intent. 
4. Fill in the Name, select Category, and add Questions. 
5. Scroll down the page to the Answers section. 
6. Click the Add First Action tab to start building your answer flow.
7. Click the Arrow symbol to expand the Action menu.
8. Note: You can use the Full Screen option from the top-right of the screen.  
9. Drag an action card that you wish to add to the Answers flow.
10. Click and drag the connector to connect between the action cards and build a flow.
11. Click Save.

Answers Type 

Comm100 Chatbot supports different types of answers across various channels. You can use the actions available in the Answers section of any intent to build a guided workflow for an intent. 

These actions allow your Chatbot to send content, collect information, and perform advanced actions while communicating with your visitor.  

You can set an answer in a combination of any of the following action types: 

• Send Content 
• Collect Info
• Flow Operations 
• Advanced Options 
• Salesforce actions 
• Dynamic 365 actions  

Send Content: You can use the Send Content actions to send a message, image, video, quick reply, or a canned quick reply. Your answer flow can combine simple text messages, images, videos, links of any article. You can use buttons to provide options to the visitor. While adding buttons, link each button to intent, a webpage, or a webview. You can also use dynamic info that includes visitor’s Name, IP, Country, State, City, and any data you gather via Custom Variables and Entity values collected in this intent.  

To learn more about each action in the Send Content section and their supported channels, see this article.  

Collect Info: There can be cases where the Chatbot needs to collect information before providing a solution to your visitor’s question. You can use the Collect Info actions to collect details from your visitors. The information can be a name, email, phone number, company name, comment, any variable data, visitor’s location, and so forth.

To learn more about each action in the Collect Info section and their supported channels, see this article. 

Flow Operations: You can use the Flow Operations actions within a Chatbot answer flow to change the path of a visitor’s chat. You can add actions like go to intent, go to task bot, contact agent, leave the chat, change ticket assignee, and so forth via the action card in the Answers section.

To learn more about each action in the Flow Operations section and their supported channels, see this article. 

Advanced Options: The Advanced actions allow you to add actions like set value, send an email, use a webhook, show SSO login button, book a meeting, and so forth. You can use these actions to set values for Custom Variables and Pre-chat Field, set a login button for visitors to log in and configure different branches for a successful and failed login, book meetings for the Live Chat channel, or send an email to the visitor for better case follow-up or tracking. 

To learn more about each action in the Advanced section and their supported channels, see this article.  

Salesforce and Dynamic 365: The Salesforce and Dynamic 365 actions appear in the Actions section of Intent-Answers only if you are using the Salesforce and Dynamic 365 integrations with Comm100.  

• Salesforce: You can use the Salesforce actions to create a record, find a record and find a record by SOQL.To learn more about using the Salesforce actions and channels that are supported, see this article.  
• Dynamic 365: You can use the Dynamic 365 actions to create a record, find a record, and find a record by FetchXML.
• To learn more about using the Dynamic 365 actions and channels that are supported, see this article. 

If you have any queries on creating Intent-Answers, click here to chat with us!