<div class="support-note primary">
Note: Chatbot is part of our Leadbooster add-on package, which you can learn more about <a href="https://support.pipedrive.com/article/leadbooster-add-on" target="_blank" rel="noreferrer noopener">in this article</a>.</div>
With Pipedrive’s Chatbot system, your customers can better qualify themselves as potential customers for your company using a scripted playbook embedded into your webpage.

<figure><img class="vidyard-player-embed" src="https://play.vidyard.com/mqF64dQSkkGcPciE1mpNTN.jpg" alt=""></figure>
<hr>
<h2>Where to find it</h2>
<div class="support-note success primary">Note: This action is only available to deal admin users.</div>
To create a Chatbot playbook, go to Leads Inbox &gt; Chatbot &gt; “New playbook.” 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/chatbot%201.jpg" alt=""></figure>
<hr>
<h2>Building your playbook</h2>
<div class="support-note success primary">Note: The left side of the screen shows the options being edited, and the right side shows how those changes will look. </div>
When initially creating your playbook, you’ll have three windows for editing: 
<ul><li>The first window lets you choose a color palette</li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/chatbot%202.jpg" alt=""></figure>
<ul><li>The second is for editing the name (the pencil icon,) profile picture (the camera icon,) and language </li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/chatbot%203.jpg" alt=""></figure>
<ul><li>The third window is to choose a starting template to populate your playbook responses</li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/chatbot%204.jpg" alt=""></figure>
In this third step, each template offers a unique starting point for your Chatbot playbook: 
<ul><li>Get more leads – designed to fill your account with leads or deals</li><li>Book more meetings – schedule specific activities with people interested in your company</li><li>Qualify and route leads – let visitors qualify themselves as interested and have them be assigned to a specific user in your Pipedrive account</li><li>Chat with your leads – Engage with your website visitors directly through live chatting.</li></ul>
After you’ve selected a template, click “Create playbook” and you’ll be redirected to the playbook editor. 
<hr>
<h2>Editing your playbook</h2>
<div class="support-note success primary">Note: We suggest starting with a simple template and customizing it to your company’s needs.</div>
Playbook editor 
Once you’ve finished creating your playbook, you can use the playbook editor to add, edit or delete cards from your playbook.
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/chatbot%205.jpg" alt=""></figure>
Here’s a list of functions available in the playbook editor: 
<ul><li>Hover over a card and use the pencil to edit it, or the trash can to delete it</li><li>You can also hover over the name of your playbook or the note underneath and click the pencil to edit them</li><li>Use the “+” in between any two cards to add a new one</li><li>Use the active toggle in the top right corner to turn your embedded playbook on or off </li></ul>
When you’ve finished editing your playbook cards, click “Save” to confirm your changes. 
Profile and theme
You can revisit previous editing options under “Profile and theme," including: 
<ul><li>Editing the name and profile picture</li><li>Choosing a color theme</li><li>Selecting your language and footer settings</li></ul>
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/chatbot%207.jpg" alt=""></figure>
You’ll see a preview of the Chatbot as it appears on your webpage in this window. 

<hr>
<h2 style="text-align: justify">Installation</h2>
<div class="support-note success primary">Note: For your website visitors to view and interact with your Chatbot playbook, it needs to be embedded on your website. For a full guide on how to embed your Chatbot code, check out <a href="https://support.pipedrive.com/article/how-can-i-host-or-embed-my-chatbot" target="_blank" rel="noreferrer noopener">this article.</a></div>
Once you’ve edited your playbook cards and Chabot appearance, you’ll need to embed your Chatbot into your webpage. 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/chatbot%206.jpg" alt=""></figure>
You have several pre-made code snippets you can embed onto popular web hosts, as well as a manual installation link. 
<div class="support-note success primary">Note: Clicking “send the instructions to your colleague” will generate an email containing the same instructions and code snippets.</div>
<hr>
<h2>Viewing your Chatbots</h2>
From the Chatbot section under Leadbooster, you can see all of your existing Chatbot playbooks: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/chatbot%208.jpg" alt=""></figure>
You can see the status of your Chatbot, the number of views and clicks, and how many leads were qualified or disqualified. 
Click the “...” on the right side of any playbook to open up the options menu, where you can: 
<ul><li>Edit your playbook</li><li>View the installation code for webpage embedding </li><li>Deactivate your Chatbot (remains embedded on your webpage, but doesn’t function) </li><li>Delete or make a duplicate of your Chatbot</li></ul>
<div class="support-note success primary">Note: If you’ve embedded your Chatbot snippet and it’s not reflected on your webpage, please contact our <a href="https://support.pipedrive.com/contact-us" target="_blank" rel="noreferrer noopener">support team</a> for assistance. </div>

Chatbot

<div class="support-note primary">
Note: This action is only available to admin users.
</div>
 The Chatbot playbook is built around programming "cards" – messages with questions and answers – that appear to the visitors of your website and provide certain answers that your visitors can choose. In choosing those answers, your website visitors will be qualifying themselves as being interested in your business or not. To qualify themselves, your customers should provide you with relevant information – their name, email address, company name, phone number, etc. – that would allow you to reach out to them and begin the necessary conversations to begin and close a deal. You can customize the behavior to best match the specific needs of your company.
To edit the behavior of any of your Chatbot playbooks, go to the <a href="/settings/leadbooster_chat">Chatbot</a> tab in your account and select any of your existing playbooks. Once selected, go to the Playbook editor header to begin your customization. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-11-22_at_7.00.21_PM.png" alt="Screen_Shot_2019-11-22_at_7.00.21_PM.png" width="601" height="400"></figure>
<hr>
<h2>
<a name="setting-up-your-greeting-message"></a>Setting up your greeting message </h2>
The first message you program in your playbook can be designated as a proactive message. A proactive message is an automatic chat prompt seen by customers when they visit the website and can be programmed to appear after a set amount of time, based on when you think a customer may be interested in hearing from you. If your first message is not set as being a proactive message, your website visitors will need to click on the chatbot icon in order to begin interacting with your Chatbot playbook.
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-11-22_at_7.01.39_PM.png" alt="Screen_Shot_2019-11-22_at_7.01.39_PM.png" width="301" height="272"></figure>
<hr>
<h2>
<a name="capturing-information-from-visitors"></a>Capturing information from visitors</h2>
After setting up your greeting message, you will be able to set up the rest of your playbook with Message, Question, or Capture cards. How you structure the questions and responses is up to you, as you know the needs of your business better than anyone else. 
<ul>
<li>
Message card Send a message to your visitors at any point in the Chatbot flow. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-11-22_at_5.59.39_PM.png" alt="Screen_Shot_2019-11-22_at_5.59.39_PM.png" width="299" height="193">
</li>
<li>
Question card Ask your visitors a question to qualify or disqualify them. Depending on the visitor's answer, you can either continue to collect information or choose to disqualify them and end the chat. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-11-22_at_6.06.51_PM.png" alt="Screen_Shot_2019-11-22_at_6.06.51_PM.png" width="300" height="399">
</li>
<li>
Capture card Capture information from your visitors to populate your leads or deals. This can be a default person, organization, or deal field as well as any <a href="https://support.pipedrive.com/hc/en/articles/207228075-Custom-Fields" target="_blank" rel="noreferrer noopener">custom fields</a>, including text, large text, single option, multiple option, numerical and address type, monetary type and phone type. <img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-11-22_at_5.59.52_PM.png" alt="Screen_Shot_2019-11-22_at_5.59.52_PM.png" width="299" height="288">
</li>
</ul>
<hr>
<h2>
<a name="setting-up-your-qualified-lead-or-deal"></a>Setting up your qualified lead or deal</h2>
When you reach a point where a visitor has qualified or disqualified themself, you can program more specific details about what to do with the information they have provided during the course of their chatbot playbook conversation. If the visitor is qualified, you can set up the following information for the created deal or lead. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen_Shot_2019-11-22_at_6.33.19_PM.png" alt="Screen_Shot_2019-11-22_at_6.33.19_PM.png" width="300" height="586"></figure>
<ul>
<li>
Owner and visibility Which Pipedrive user will be made the owner of the deal, contact, organization, or activity that is created when a visitor qualifies themself as an interested lead. You can also set which <a href="https://support.pipedrive.com/hc/en/articles/360000309498" target="_blank" rel="noreferrer noopener">visibility group</a> is able to view any information created from this chatbot playbook. </li>
<li>
Save preferences Save the qualified visitor information as a deal or a lead in your Pipedrive account and add a prefix so you know which ones came from your Chatbot. If you select deals, you will have to select the pipeline and stage it is entered in. </li>
<li>
Activity Give the visitor access to your <a href="https://support.pipedrive.com/hc/en/articles/115004426725-Scheduler" target="_blank" rel="noreferrer noopener">Scheduler link</a> (general availability) so they can schedule a call or meeting and talk about their interest in your company.</li>
<li>
Closing message What would you like to say to your now-qualified visitor? Use this text box as a way to keep them excited and set their expectations now that they are interested in your company.</li>
</ul>
When you are satisfied with the programmed playbook behavior for your Chatbot, click the "Save" button to finalize your changes.

How can I edit the behavior of my chatbot?

setting-up-your-greeting-message

Setting up your greeting message

capturing-information-from-visitors

Capturing information from visitors

setting-up-your-qualified-lead-or-deal

Setting up your qualified lead or deal

<div class="support-note primary">
Note: This action is only available to admin users.
</div>
If you are going to host a tool on your website, you would obviously want it to match the aesthetic and design philosophy that you have chosen for your business.
For the embeddable Chatbot system, Pipedrive allows you to customize the look of your Chatbot, so that your customers can immediately understand who they are speaking to and feel confident in their decision.
<hr>
<h2 style="text-align: justify">How to customize your Chatbot</h2>
To start using the Chatbot customization options, go to the <a href="/settings/leadbooster_chat">Chatbot</a> tab in your account, and either begin creating a new playbook, or select any of your existing playbooks. 
To edit an existing playbook, click the "..." to the right of your playbook, and click Edit: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-06-09%20at%2012.13.13%20PM.png" alt=""></figure>
<div class="support-note success primary">Note: The customizations available when creating a new playbook, are the same as those available through the editing option. </div>
The first options you will have for customizing are related to the color scheme for your Chatbot, including custom color options: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/ezgif-4-de50d2df63.gif" alt=""></figure>
<div class="support-note success primary">Note: When changing any of these options, they will be previewed for your convenience on the right side of the screen, using the questions and responses from this specific playbook.</div>
Once you have confirmed your color choices, you will be able to choose both the associated name and image for your Chatbot, in addition to the language it uses: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/ezgif-4-afb778e2d9.gif" alt=""></figure>
Lastly, you will be able to choose the playbook template you want to have this Chatbot run: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-06-09%20at%2012.06.08%20PM.png" alt=""></figure>
<div class="support-note success primary">Note: If you have multiple Chatbot playbooks active in the websites associated with your business, you may wish to keep them all consistent in name, appearance, and theme. </div>

How can I customize the look of my Chatbot?

<div class="support-note primary">
Note: This action is only available to admin users.
</div>
 Designing the look and behavior of your Chatbot playbook is important, but all of that hard work won't matter if you do not have the Chatbot playbook embedded on a website where it can then begin interacting with your customers. To view the embed information of any of your Chatbot playbooks, go to the <a href="/settings/leadbooster_chat">Chatbot</a> tab in your account and select any of your existing playbooks. Once selected, go to the Installation header to find the information necessary to host the Chatbot playbook in various ways. 
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot_2020-09-22_at_14.28.29.png" alt="Screenshot_2020-09-22_at_14.28.29.png" width="600" height="603"></figure>
<div class="support-note success primary">Note: While you may have a Chatbot playbook embedded on multiple pages of your website, each page can only have one Chatbot playbook embedded on it at a time. This will allow you to have different playbooks for different pages within your website.</div>
In order to view the instructions for each of the available hosting options, simply click on the name of that option. The available Chatbot embed options are: 
<ul>
<li>Adding it manually</li>
<li>WordPress</li>
<li>Squarespace</li>
<li>Google Tag Manager </li>
</ul>
When you are satisfied with the embedding information for this playbook, click the "Save" button.
<div class="support-note success primary">Note: If you do not know where to embed this information, we suggest reaching out to your company's IT department for further insight and assistance.</div>

How can I host or embed my Chatbot?

<div class="support-note success primary">Note: This page is only available to admin Users with the Chatbot paid add-on. </div>
After you embed your <a href="https://support.pipedrive.com/article/chatbot" target="_blank" rel="noreferrer noopener">Chatbot</a> in your website, you will be able to monitor its performance and status.
<figure><img src="https://kb-cms.pipedriveassets.com/chatbot_playbooks.png" alt=""></figure>
<ul><li>Viewed – The number of times your Chatbot has been viewed.</li><li>Clicked – The number of times a viewer interacted with your Chatbot. Interacting, in this case, counts as when someone typed into the chat but the conversation was not completed.</li><li>Qualified – Successful chat submissions.</li><li>Disqualified – The number of chats that were not qualified as leads or deals.</li><li>Status – Active or inactive. If you deactivate your playbook, it will show up under Inactive Playbooks and won't be executed on your website.</li></ul>
If you click on the "..." button next to each Chatbot playbook, you can edit and embed, deactivate, duplicate and delete the playbook in your profile.

Chatbot: performance and status

<a href="https://support.pipedrive.com/article/chatbot" target="_blank" rel="noreferrer noopener">Chatbot</a> is an amazing tool for collecting and converting <a href="https://support.pipedrive.com/article/leads-inbox" target="_blank" rel="noreferrer noopener">leads</a>. But sometimes, a visitor will start a conversation with your bot and leave your website halfway. What if you could see which parts of your sales process trigger prospects to drop off and which are creating the most leads? With Chatbot's drop-off analytics feature, you can see exactly how effective each part of your bot's flow is.
<hr>
<h2>Where can I find it?<a name="where-can-i-find-it"></a></h2>
Start by going to Leads &gt; <a href="https://app.pipedrive.com/leads/chatbot" target="_blank" rel="noreferrer noopener">Chatbot</a>, where you can create a new playbook or select any of your existing playbooks: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screenshot%202022-07-13%20at%2019.48.24.png" alt=""></figure>
Once you select a playbook, you will be directed to the editing screen. If you have already published your Chatbook to your web page and it has generated user traffic, you will see at the bottom of the page the option to show or hide drop-off numbers: 
<figure><img src="https://kb-cms.pipedriveassets.com/Screenshot%202022-07-13%20at%2019.57.03.png" alt=""></figure>
This will show you if or what percent of Chatbot interactions ended at a specific point in the playbook. 
If you want to turn those analytics off again, click the "Hide drop-off numbers" prompt in the bottom left corner: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Capture%20on%202022-07-14%20at%2008-59-03.gif" alt=""></figure>
<div class="support-note success primary">Note: These measurements are not applied to end cards. </div>
<hr>
<h2 style="text-align: justify">How is drop-off data saved?<a name="how-is-drop-off-data-saved"></a></h2>
The Chatbot feature will continue compiling drop-off data for a playbook until its edited. Once a playbook has been edited, the drop-off data will reset and begin compiling a new set of data. 
When a playbook has been updated, the prompt featuring drop-off numbers will be greyed out and inaccessible until the updated playbook has seen new interactions: 
<figure><img src="https://kb-cms.pipedriveassets.com/Screen%20Capture%20on%202022-07-13%20at%2020-14-38.gif" alt=""></figure>

Chatbot: drop-off analysis

where-can-i-find-it

Where can I find it?

how-is-drop-off-data-saved

How is drop-off data saved?

<a href="https://support.pipedrive.com/article/chatbot" target="_blank" rel="noreferrer noopener">Chatbot</a>, in addition to many customization options, also offers some helpful settings.
You can find them by going to Leads &gt; Chatbot &gt; <a href="https://app.pipedrive.com/leads/chatbot" target="_blank" rel="noreferrer noopener">Settings</a>.
<hr>
<h2>Tracking and saving the chat conversion URL</h2>
To optimize your website's Chatbot, it's important to know which pages on your site the Chatbot conversations are coming from. 
You can do so by toggling the track and save feature on: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Capture%20on%202022-07-18%20at%2011-53-25.gif" alt=""></figure>
When you toggle this setting on, a custom field will be created where you can save the URL of the webpage where Chatbot conversation took place.
If you navigate to Settings &gt; <a href="https://app.pipedrive.com/settings/fields" target="_blank" rel="noreferrer noopener">Data fields</a>, you will see a field under the Lead/Deal section, with the name Chat conversion URL. 
<div class="support-note success primary">Note: By clicking the "..." to the right of the new field, you can select the edit option to change the field name and visibility. </div>
<hr>
<h2>Collecting data from unfinished chats</h2>
Having a Chatbot on your web page is an excellent way to collect leads, but sometimes your chats end unexpectedly, and you can miss out on valuable leads. 
This is why Pipedrive's Chatbot tool allows you to create leads out of your unfinished Chatbot conversations. 
<div class="support-note success primary">Note: Unfinished is defined as a chat which did not reach a live agent, and has been unresponsive for 8 hours. </div>
<h3>Where to find it</h3>
To activate the setting, go to Leads &gt; Chatbot &gt; <a href="https://app.pipedrive.com/leads/chatbot" target="_blank" rel="noreferrer noopener">Settings</a>. There you will find the toggle to turn it on: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Shot%202022-07-18%20at%2011.13.17%20AM.png" alt=""></figure>
<h3>Editing save conditions </h3>
By clicking the edit option below the capture toggle, you can make changes to how the data from your unfinished Chatbot conversation is entered into Pipedrive: 
<figure style="margin-left:auto;margin-right:auto;text-align:center;"><img src="https://kb-cms.pipedriveassets.com/Screen%20Capture%20on%202022-07-18%20at%2011-18-39.gif" alt=""></figure>
Here's what you can edit: 
<ul><li>Save location – data can be saved as a lead or a deal</li><li>Lead title prefix – to distinguish which leads or deals were created from unfinished conversations</li><li>Owner and visibility – to assign new leads or deals to a specific user, as well as assign visibility access to other users</li></ul>
At the bottom, you can also check the Send email notifications box to send an email to the owner when a new lead or deal is added.

Knowledge Base

Chatbot

Got any questions?