Knowledge Base

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 Chatbot tab in your account and select any of your existing playbooks. Once selected, go to the Playbook editor header to begin your customization.

Setting up your greeting message

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.

Capturing information from visitors

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.

• Message card
  Send a message to your visitors at any point in the Chatbot flow.
  
• 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.
  
• 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 custom fields, including text, large text, single option, multiple option, numerical and address type, monetary type and phone type.
  

Setting up your qualified lead or deal

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.

• 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 visibility group is able to view any information created from this chatbot playbook.
• 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.
• Activity
  Give the visitor access to your Scheduler link (general availability) so they can schedule a call or meeting and talk about their interest in your company.
• 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.

When you are satisfied with the programmed playbook behavior for your Chatbot, click the "Save" button to finalize your changes.