NAV Navbar
  • Introduction
  • Tutorials
  • Reference Guides
  • Real Time Chat
  • Integration Guides
  • FAQ
  • Introduction

    Welcome to the ChatrHub Assistant Documents! Use the tutorials to familiarize yourself with ChatrHub assistants by building a simple demo. Use the reference guides to gain a deeper understanding of how the assistant features work and familiarize yourself with our terminology. Finally, use the FAQ if you need an answer to a specific question.

    This document is large so make sure you use the document menu and search feature in the left side panel.

    The tutorial and reference guide in this document are tailored specifically for building chat assistants and not for usage of the tightly integrated chat. Chat console information can be found in the FAQ.

    If you need programmatic access to your chat and chatbot data, see our API

    Tutorials

    Hello World

    For our first tutorial, we will create a simple assistant that replies with a single response regardless of user input.

    After this tutorial, your bot should respond like this:

    Actor Message
    User Hello Bot
    Bot Hi! I am a bot!

    Open Assistants Tab

    Click the “Assistants” tab on the left menu screen.

    Tab Location

    Assistant Name

    Give your assistant a name. Here we will name our assistant "Hello World"

    Tab Location

    Open Category

    Edit the default category by clicking "Edit" then "Edit Category".

    Tab Location

    Edit Category Name

    Give the default category a name. This is optional but will organize the assistant. Here, we named our first category "Default Category".

    Tab Location

    Add Template

    Click "Add template".

    Tab Location

    Edit Template

    Click "Add Variation". Then type in one string with which you would like the bot to respond. Here we typed in, "Hi! I am a bot!"

    Tab Location

    Exit Template

    Once you are done editing your template, click the "X" in the top right hand corner to exit the template.

    Tab Location

    Open Test

    You just finished your first bot! Click "Save" to save the bot. Then, click "offline" in the top right hand corner to connect to XMPP. Next, press "Click to Connect". Then, start testing by clicking "Test". This will open the test console where you can communicate with the bot.

    Tab Location

    Test Bot

    The test console should be open. This is where you can communicate with your bot!

    Tab Location

    Add Triggers

    To add complexity to your conversation, direct the conversation into different paths. To do so, we use triggers. Triggers can be comprised of goals (purpose of the conversation), patterns (specific word matches or regular expressions), system_patterns (NLP-based searches such as determining whether or not an English name was mentioned), or system_conditions (ex: always true, always false, etc.).

    Triggers will activate either a template or a category based on criteria set up within them. They work from top to bottom, so the triggers are evaluated sequentially. The first trigger that is matched will prevent subsequent triggers from being evaluated.

    This tutorial expands on the "Hello World" tutorial. If you are new to building chatbots, start there instead. Then, move to this tutorial.

    After this tutorial, your bot should respond as follows:

    Actor Message
    User I am looking for 5 robots.
    Bot A number was mentioned.
    User I am not going to mention a number.
    Bot No response

    Open Category

    Open the category form by clicking "Edit" -> "Edit Category" under your default category. Edit the category name to "Integer Mentioned". Also edit the variation under the template to "A number was mentioned." See the previous tutorial if you do not know how to edit variations or template names.

    Edit Category

    Add Trigger

    In the category form, click "Add Trigger". Then, from the dropdown, select "sys-integer".

    This will be used to determine if an integer was mentioned in the input. For example, you may want to use a trigger such as this to determine if a user wants a reservation for a specific number of people.

    Add Trigger

    Test

    Click "Save" then "Test" to open the test portal. You will notice that the assistant will only respond when a number is present in the input. To ensure the bot will always respond with a message, add a "Catch All" category to the bot. To do so, see the next tutorial, "Catch All".

    Test Integer Trigger

    Catch All

    A catch all is not a specific feature within ChatrHub. Instead, it is a principle to keep in mind when creating categories. Because all AI chats are bounded (in terms of the conversations they can handle), it is important to have a way to respond gracefully to users when they ask the bot something it is not prepared to answer. That is the catch all's job.

    This tutorial expands on the "Add Trigger" tutorial above. If you are new to building chatbots, please start there.

    After this tutorial, your bot should respond as follows:

    Actor Message
    User I am looking for 5 robots.
    Bot A number was mentioned.
    User I am not going to mention a number.
    Bot You didn't mention a number. Please mention one so I can use my triggers!

    Add Category

    Click the "Add Category" button to add a category below the "Number Mentioned" category. Notice this will add a category below the current one. This will be a sibling and not a child to the default category.

    Click "Edit" -> "Edit Category" to open up and edit the new category. Drag and drop categories as you see fit.

    Do not add a trigger to this category. Catch alls will typically not include a trigger.

    Name your new category "Catch All".

    Test Integer Trigger

    Add Template

    To guide the user through the conversation, add a generic message to the template variation that expresses that the bot can only recognize integers. For example: "You didn't mention a number. Please mention one so I can use my triggers!"

    Test Integer Trigger

    Test

    After adding the catch all, test your conversation. If a user provides an input other than a number, then the dialog will send the catch all response.

    Test Integer Trigger

    Goals

    At this point, you are only prepared to direct the conversation based on a specific pattern (ex: was an integer mentioned in the input?). To make the bot more human-like, use goals. Goals can be thought of as the purpose of the conversation. For example, does the user want to pay a bill or does the user want to make a reservation?

    A goal is comprised of a list of utterances. These utterances will be used in future conversations to determine what the user wants.

    After this tutorial, the chatbot should respond as follows:

    Actor Message
    User I want to test drive a car.
    Bot Looks like you want to test drive a car. Which one would you like to drive?

    Goals Tab

    Navigate outside of the "Bot" tab into the "Goals" tab. Once there, click on the "Add Goal" button to add a goal.

    Test Integer Trigger

    Edit Goal

    Give your goal a name. In this case, we will create a conversation for a car dealership, so we will name it "test_drive". Note, you may not use spaces. Instead, use underlines for clarity.

    Give your goal a clear description, so others can understand the purpose of the goal.

    Finally, under utterances, provide examples of how a user may ask for a test drive. Examples include: "Hi I want to test drive a car of yours" or "I am looking for a new car".

    The more utterances you provide for a goal, the better the AI will be able to understand future conversations. Ensure each utterance is somewhat unique, and cover all bases.

    Test Integer Trigger

    Edit Category/Trigger

    Go back to the "Bot" tab, and edit your first category. Rename the category "Test Drive", remove all category triggers (if there are any), and re-add the "test_drive" trigger.

    Edit the variation to say, "Looks like you want to test drive one of our cars. Which one would you like to test drive?"

    Add or edit your "Catch All" category's variation to say, "Sorry we can only handle scheduling test drives." (See previous tutorial for more information on catch alls).

    Test Drive Trigger

    Test

    Test your dialog. Ensure that when you ask for a test drive, it responds with the variation you added and not the catch all.

    Test Test Drive

    Custom Patterns

    Custom patterns allow the dialog to recognize when a user is talking about a specific object or noun. An example of a custom pattern is car_brand. Within the car_brand pattern is a list of all the possible car brands and all the possible synonyms for each value. As an example, Ford and Mazda are car brands and Ford Motor Company and Mazda Corporation are its synonyms.

    After this tutorial your bot should respond as follows:

    Actor Message
    User Hi I would like to test drive your cars
    Bot Looks like you want to test drive one of our cars. Which one would you like to test drive?
    User I would like to test drive a Mazda
    Bot Mazda is a good choice. What time can I schedule the test drive?

    Patterns Tab

    Navigate outside of the "Bots" tab and into the "Patterns" tab. Once there, click the "Add Pattern" button.

    Patterns Tab

    Edit Pattern

    Add the name of the pattern. In this case, add "car_brand" as the name. Make sure that you do not use spaces. Instead, use underscores for the name.

    Add a description of the pattern that will make it easy for someone new to understand its purpose.

    Click "Add Value" and add "Ford" as a value and "Ford Motor Company" as a synonym. Do add a regex. Click "Add Value" again, and do the same for "Mazda" and "Mazda Corporation".

    Edit Pattern

    Add Child Category

    Navigate to the "Bots" tab, and add a child category to the "Test Drive" parent category. To do so, click "Edit" -> "Add Child". Please follow the previous tutorial if you do not know how to set up a parent category that triggers off of a custom test_drive goal.

    Add Child Category

    Add Ford Trigger

    After adding the child category, edit that category and name it "Obtain Car Brand". Instead of adding the trigger to the category itself, add the pattern trigger to the templates.

    Click "Add Template". Under that template, click "Add Variation", and type in "Ford is a good choice. What time can I schedule the test drive?" Within that template, click "Add Trigger", and add in the car_brand pattern. Select "Ford" to the right.

    Add Ford Trigger

    Add Mazda Trigger

    Below the Ford template, click "Add Template" again.

    In that template, do the same as the Ford setup, but instead for Mazda. Change the variations from "Ford" to "Mazda".

    Add Mazda Trigger

    Add Catch All

    Below the Mazda template, click "Add Template" again to add a "Catch All" template.

    The catch all template will ensure that if a user mentions something other than Mazda or Ford, then the user will be directed appropriately. See the "Catch All" tutorial for more information.

    Test

    If you followed this tutorial and the previous one, you should be able to have the following conversation:

    Your network of categories should look like this:

    Test Drive Categories

    Questionnaires + Variables

    A questionnaire is a mechanism that gives you the ability to obtain visitor information from a visitor's input messages. The questionnaire form allows you to store specific information into variables such as custom patterns (ex: car brand), system patterns (ex: English names), or simply set variables by default.

    Variables allow the assistant to "remember" user or dialog information during the conversation and, in some cases, forever for that visitor.

    This tutorial is an extension of the previous tutorials. After this tutorial, your bot should respond as follows:

    Actor Message
    User Hi I would like to test drive your cars
    Bot Looks like you want to test drive one of our cars. Which one would you like to test drive?
    User I would like to test drive a Mazda
    Bot I stored Mazda into the $car_brand variable

    New Variable

    Navigate to the "Variables" tab, click "Add Variable", and then add "brand". Finally, click "save".

    This tutorial expands on the previous example.

    Variable Tab

    Open Child category

    Under the "Obtain Car Brand" child category, click "edit" -> "edit category".

    Test Integer Trigger

    Save Variable

    Now we are going to save the custom pattern, "car_brand", to the custom variable, "brand", so that you can later provide the information back to the user, include the information in a queue task, or send the information to a custom action (webhook).

    1. In the category form, under "Input / Output", click the "Questionnaire" radio button.

    2. Make sure the "Custom" checkbox is clicked.

    3. Under the pattern dropdown, select the "car_brand" pattern created earlier.

    4. Add the "brand" variable to the "Save as Variable" dropdown created earlier.

    5. Finall, update the "Not Found Template" -> "Variation" to "Sorry we only carry Ford and Mazdas. Which one would you like to choose from?"

    Test and Next Steps

    The final step is to test your simple car dealership demo. This chatbot is very simple and needs a lot of refinement. Please use the next section to dive deeper into the functionality and features of ChatrHub.

    Reference Guides

    Category

    Categories represent the basic unit of knowledge in the dialog flow. All categories consist of an input from the user and an output message back to the user. Triggers are evaluated for each category from top to bottom in a dialog flow.

    Property Description Required?
    Triggers Determines when a category is active. Triggers are not required. See triggers to get more information. No
    Require All Triggers By default, only 1 trigger needs to match to activate a category. If "Require all Triggers" is selected, then all triggers in the category need to match to activate the category. Default No
    Templates A template outlines how the chatbot should respond to an incoming message. Multiple templates can be used in a single category. The template triggers will be evaluated from top to bottom. See templates below to get more information. Yes
    I/O Questionnaire Get information from your users and store that information into variables. See the questionnaire section below to get more information. No
    I/O Action When an action needs to be performed (such as updating a user's account), you can queue a task using "Send to Queue", update backend systems in real-time (using webhooks), or schedule time dynamically and automatically on a calendar. See the action section below to get more information. No

    Category Reference

    Trigger

    Triggers can be added to categories or templates. They determine when to activate a specific part of a conversation. Triggers consist of goals, patterns, system patterns, conditions, and/or variables.

    Multiple triggers can be added to either categories or templates. When multiple categories or templates are present, triggers are evaluated from top to bottom. The first category or template to match the triggers will be evaluated.

    Trigger Reference

    Template

    Templates contain the information used to respond back to the user. A template can contain a variety of information which will be used to tailor the response message. You can use the "Move Up" and "Move Down" buttons to change which template is evaluated first to last.

    Most importantly, templates contain variations of ways to respond to a user. Variables can be injected into the variations by prepending a dollar sign in front of the variable. As an example: "Hello $name, what can I do for you?" will be converted to "Hello Joe, what can I do for you?" if the variable called name has the value of "Joe" in it.

    Property Description Required?
    Variations The various ways to respond to a user. To make the chatbot seem more human, multiple variations of responses can be used to express the same message differently in case the user encounters the same part of the chat conversation multiple times. See the description above to inject variables into your variations. One required
    Random Variations When selected, a random variation is chosen as the reply message. When unselected, the variations will be chosen sequentially. Default false
    Triggers Determine when this template is active. No
    Require All If selected, all listed triggers must evaluate to true for the template to be active. Default False
    Fast Forward If selected, the next level of categories will be evaluated automatically with the same message. Default False
    Connect to Category Often, a user will want to move the conversation from one set of categories to a different set of categories. In that case, this tool can be used to move the user to the new categories. As an example, if a user is updating billing information, and during that conversation, the user wants to get their account number, you can use this tool to bounce the user around different parts of the conversation. No
    Evaluate Base of Category? When selected, the "Connect to Category" templates, questionnaires, and actions will be evaluated. However, when not selected, the children of the Connect to Category will be evaluated. Default false
    Safety Driver When selected, a message will be sent to one or more agents in the chat console (depending on routing rules setup in the chat settings) which will notify the agent(s) to "watch" the conversation for issues. The agent will be able to visually see the bot interacting with the visitor in real time and can interject and/or take over the conversation if needed. If the safety driver/agent does take over the conversation, it can direct it back to the bot for further processing after the problem conversation has been resolved. Default false

    Template Reference

    Questionnaire

    A questionnaire is always contained within a category and is a mechanism used to obtain information from visitors. Questionnaires are made up of one or more questions which collects a piece of information from the visitor either in bulk (ex: "My name is Joe Schmo and my phone number is 555-555-555") or one at a time. The question allows you to store specific information into variables such as custom patterns (ex: car brand), system patterns (ex: English names), or simply set variables by default.

    Property Description Required?
    Custom? This checkbox will determine if you want to collect a system pattern (unchecked) such as "sys-english-name? (see system patterns below) or a custom pattern (checked - see custom pattern below) Default false
    Pattern Based on the "Custom?" checkbox, you can select either a system or custom pattern. If this pattern is present in the inbound message, it will be stored in the variable you provide. Yes
    Required If checked, the question will not ask for this pattern specifically. Default true
    Not Found Template Template variations will be sent to the user if the question cannot obtain the correct information from the user. See max attempts below. Yes
    Skip Question If checked and greater than zero, the question will be skipped and the conversation will move on without fulfilling the question. Default false
    Max Attempts If checked and the bot asks for a specific question this many times, the "Not Found Template" variations will be sent to the visitor and the conversation will reset back to the start. Default 3
    Save as Variable When a pattern is found in the inbound message, that specific piece of information (ex: restaurant reservation party size) will be stored in this variable for later use in the conversation. Yes
    Skip if Variable Already Set If the variable has already been set prior to this questionnaire, this question will be skipped. This is useful if, for example, the user provides all the information up front when it is not asked for specifically. Note, a questionnaire would need to be available at the start of the conversation with non-required patterns to check/store information if the user provided it without being asked. Default false
    Set By Default Use this option to set a variable by default automatically regardless of the user's input. You may specify a pattern name in the text field by prepending the pattern name with an @ symbol which will save the value of the last previously identified pattern (can be from a trigger or previous questionnaire). Ex: "\@sys-english-name", "\@sys-datetime", or "\@your_custom_pattern" (if the pattern was not previously evaluated, the variable will be saved as 'Unknown'). Default false
    Questionnaire Overrides Questionnaire Overrides will interject with a template during the questionnaire if the user responds with a message that triggers the override (see template). Ex: In the process of scheduling service, a user asks what time the store opens. No
    Questionnaire Fail Template This template will be sent to the visitor when a questionnaire fails to fill a question (see max attempts). Suggested
    Questionnaire Fail to Category After sending the fail template (see above), instead of resetting the conversation to the beginning, the conversation is sent to a different part of the conversation as specified by this category dropdown. The option "Force Reset" is another way of resetting the conversation back to the beginning. Default Reset.

    Trigger Reference

    Schedule Action

    The scheduling action can be created in the "Actions Tab" and applied to a conversation in a category form under "Custom Actions". The schedule action utilizes Google Calendar to schedule an event automatically with a user by first collecting the preferred date and time of the appointment, then suggesting date and times based on the current events and open and closed times. The bot will continue to suggest times until a date and time is agreed upon by both parties.

    Property Description Required?
    Action Type Action type must be "schedule". Yes
    Calendar Provider The calendar you would like to use when scheduling an appointment automatically. Currently, "Google" is the only available calendar provider, but more are coming soon. Yes
    Calendar Authorize This button will give ChatrHub authorization to schedule events on your behalf. Yes
    Event Duration This field will determine the length of the typical session or appointment. The field is in seconds (note: 3600 seconds is equivalent to 1 hour). Yes
    Event Summary This field will be used as the event summary in the calendar. Conversation variables will be replaced with their value. Use a dollar sign to specify the variable (ex: "Appointment with $full_name". In this case, remember that "full_name" needs to be setup under the variables tab and needs to be collected during the conversation.) Yes
    Event Location This field will be used as the event location in the calendar. Conversation variables will be replaced with their value. Use a dollar sign to specify the variable (ex: "Meet at $checkpoint". Remember checkpoint needs to be set up under the variables tab and needs to be collected during the conversation.) Yes
    Event Description This field will be used as the event description in the calendar. Conversation variables will be replaced with their value. Use a dollar sign to specify the variable (ex: "Call $name at $phone or contact via email at $email". Remember name, phone, and email variables needs to be set up under the variables tab and needs to be collected during the conversation.) Yes
    Additional Attendee A list of emails that will be added to the calendar event (separated by a space). Specify multiple emails and even variables that contain emails. These users will also automatically receive emails when the calendar event is scheduled. Example: "test@example.com $email" No
    Datetime Variable The variable used to initially collect the preferred date and time of the appointment during the conversation and prior to scheduling the appointment. If this variable is not set prior to the scheduling action, an error will be spit back to the end user. Note: Make sure that when you collect the "Datetime Variable", you select "Required" in the questionnaire to ensure the variable is set beforehand. (See questionnaire) Yes
    Calendar ID This identifies the calendar used with the calendar provider. The default calendar for Google is primary. Default: "primary"
    Lookaround Range This value identifies the number of seconds before and after the user's preferred time for which the bot can suggest alternate appointment times. This defaults to 12 hours. As an example, for restaurants, this should be relatively low since someone asking for a dinner reservation should not be offered a time in the morning. Conversely, for a dentist's office, this variable should be high, since the user may accept an appointment weeks away from their preferred time. The default value is 43200 seconds which is half a day. Default: 43200 seconds
    Hours Use this tool to identify when your establishment is open for appointments. The bot will not suggest appointments when you are busy or when you are closed. Default: Open M-F 9AM to 5PM

    Schedule Action Reference

    Actions

    An action is custom integration to a backend system using webhooks. Variables can be selected as a mechanism to send information back to these systems. After the webhook has completed its process, the webhook can send variables back to the dialog. Both sent and returned variables must be specified beforehand during the creation of the action.

    For your convenience, we created a simple Python library which stands up a webservice for your webhook: chatendpoint.

    Property Description Required?
    Action Name Description of the action Yes
    Action Type Use "custom" for custom actions Yes
    Http Method Either "GET" or "POST" depending on your webhook Default "GET"
    Endpoint URI The web address of your endpoint Yes
    Variables Variables that should be sent to the webservice. These variables will be sent as a JSON payload if using "POST" or as parameters if using "GET" No
    Return Variables Variables that should be returned form the webservice. These variables should be sent back as a JSON payload. No

    System Actions

    System actions are pre-defined actions that can be used either to send tasks to a queue for later processing or to forcefully transfer a visitor to an agent.

    System actions are defined by default and are used in categories under "Input/Output" -> "Action" radio button.

    Property Description
    sys-transfer-to-human This action will transfer a visitor to a human agent. If group matching is turned on in the chat settings, the visitor will be transferred to the respective agents in that group. If no humans are available, the system will present an offline form. This system action is DIFFERENT from safety-driver in that it requires the visitor to be transferred at that point and will stop the conversation with an offline form if no human is available. (The user will be prompted to send an email to a predefined agent when no humans are available). See safety-driver in the templates section for a more subtle way of transferring to an agent.
    sys-send-queue This action will create a task in the backend queuing system for later processing. All variables will be collected and sent to this queue.

    System Patterns

    System patterns utilize the latest in Natural Language Processing to identify and store various pieces of information from the user's input messages. An example of a system pattern is sys-datetime which will identify a date and time from the input message and format it into a date-time object.

    A system pattern can be used in the following scenarios:

    1. In a questionnaire to pull information from the user's message. Most common usage
    2. In a trigger. For example, to activate a category or template if a name is mentioned.
    3. In the template variation (output message) by using the @ symbol in front of the pattern.

    See below for a list of all the system patterns and a description of how they can be used:

    System Pattern Identifies and Extracts Example
    sys-english-name Human name Hi my name is Joe Johnson
    sys-english-organization Name of an organization I work for Walmart and I love it!
    sys-address Postal address My address is 555 N Pkwy Minneapolis MN. Thanks!
    sys-us-phone Phone number You can reach me at 555123-1234
    sys-email Email You can reach me at test@example.com okay?
    sys-credit-card Credit Card Yeah my credit card is 4242-4242-4242-4242. Thanks!
    sys-number Integer or floating number I would like 2.5 ounces of that stuff!
    sys-integer Integer only I would like a table for two or maybe 3
    sys-decimal Floating number only I would like 2.5 of those but not 3
    sys-datetime Datetime or relative datetime I can come in tomorrow morning at 6am
    sys-datetime-time Unstrict date. Can be activated by a simple integer. Should be used when asking for date and time specifically Let's do 5 or maybe tomorrow at 3:45
    sys-date Will trigger on a date only Let's do tomorrow or maybe Monday
    sys-time Time of day I can do 4:45PM

    When you use a simple system pattern such as sys-integer or sys-datetime-time (simple because it can be triggered by an integer only, as opposed to sys-datetime which is more complex), it is better to include these at the bottom of a questionnaire to allow the more complex patterns to be matched first before the simple ones. This will ensure, for example, that the number in a sys-datetime will not mistakenly trigger a sys-integer

    Correct Setup:

    Setup Input Message sys-datetime sys-integer
    sys-datetime first then sys-integer in a questionnaire "Tomorrow at 3 for a table of 5. thanks" Tomorrow at 3 5

    Incorrect Setup:

    Setup Input Message sys-datetime sys-integer
    sys-integer first then sys-datetime in a questionnaire "Tomorrow at 3 for a table of 5. thanks" Tomorrow 3

    Patterns

    Patterns are used to identify objects within a conversation such as a brand of car or a style of shoe. Patterns are different from system patterns because they do not use NLP. Instead, they simply match the pattern value and pattern synonyms, or use regular expressions to make the match.

    To create a pattern, go to the Patterns tab under Assistants, then fill out the resulting form:

    Property Description Required?
    Name Name of the pattern such as "car_brand". Do not use spaces. Instead, replace spaces with underscores. Yes
    Description Describe the pattern you are creating No
    Correct Spelling Use this option to correct spelling on input messages before processing. This is helpful when trying to identify a misspelled pattern. For example, "Frod" instead of "Ford". Do not use this option on patterns that contain short values/synonyms as it will incorrectly identify patterns because it will try to correct the spelling incorrectly. Default False
    Add Value Button to add a value to your pattern. One required
    Value The name of the value such as "Ford"
    Synonyms Different ways to mention the value such as "Ford Motor Company" No
    Regexs You can also use regular expressions to identify the pattern. No

    Patterns Reference

    Goals

    Goals can be thought of as the purpose of the conversation. For example, does the user want to pay a bill or does the user want to make a reservation? A goal will determine what the user wants to do.

    A goal is comprised of utterances or examples of what the conversation might contain. These utterances are used to identify the goal of future conversations.

    Goals are used in triggers to activate a category when mentioned. Let's say you create a category that has a questionnaire which will request the address from the visitor. You would use a "visitor wants to change address" goal to trigger that category.

    Goals have the following properties:

    Property Description Required?
    Name Name of the goal. Do not use spaces. Instead, replace with underscores. Yes
    Description Describe the purpose of this goal. No
    Utterances Examples of how a user might request this goal. Ex: "Hi I want to update my address" or "My address is wrong!" would be good examples of utterances for an "Update Address" goal. Yes

    Goals Reference

    Variables

    Variables can be thought of as storage bins for various pieces of information that are collected throughout the conversation. Essentially, they allow the bot to "remember" what happened during the conversation and what information it was given.

    First, variables must be created in the "Variables Tab" in the assistants portal. Variables are different from System Variables (see system variables section), because they need to be explicitly created.

    The only way to update a variable during the conversation is to include the variable in a questionnaire (see the Questionnaire section).

    Variables can be used to:

    1. Display its value back to the user (see templates section)
    2. Send its value to a backend server (see custom actions section)
    3. Send to a task queue (see actions section)

    Variables Reference

    System Variables

    System variables are much like normal variables (see variables section). However, instead of explicitly creating them in the variables tab, they are already created for you. They can be updated during the dialog as well as in a questionnaire (see questionnaire section).

    System variables store persistent information about the visitor. They include information such as a visitor's name, email, phone, address, etc.

    See below for a list of all system variables:

    System Variable Description
    sys_email Visitor's email address
    sys_ip_address The last known IP address for this visitor (only applicable to website visitors)
    sys_phone Visitor's phone number
    sys_company_name Visitor's company name
    sys_city Visitor's city
    sys_state Visitor's state (ISO short code) ex: "MN"
    sys_zip_code Visitor's zip code
    sys_current_url Visitor's current URL
    sys_referrer_url Visitor's last known referrer URL
    sys_country Visitor's country (ISO Short Code) ex: "US"
    sys_name Visitor's name

    Real Time Chat

    Chat functions

    Perform actions such as adding contact information, transferring chats, blocking users, and more in real time by typing the function in the chat message or by using the portal's action dropdown menu (browser only). The visitor will not see chat functions performed manually or through the portal.

    See below for a list of all chat functions.

    Function Description Example
    !transfer <chat username> Transfer a chat to a new agent. A transfer request will be sent to the agent and you will be notified when the transfer is complete. !transfer myagentid
    !phone <phone number> Manually set the current visitor's phone number. View in your CRM or in the ChatrHub portal. !phone 3105551234
    !email <email address> Manually set the current visitor's email address. View in your CRM or in the ChatrHub portal. !email test@example.com
    !name <visitor name> Manually set the current visitor's name. View in your CRM or in the ChatrHub portal. !name Joe Schmo
    !push <website address> Push the visitor to a new web address automatically. Visitor must be currently available on the website widget to be moved. Website address must include "https://" or "http://". !push https://google.com
    !tag <freeform> Tag the current conversation with a sentence for reporting purposes. View tags in your CRM or in the ChatrHub portal. !tag Visitor Purchased
    !block Block the current visitor from communicating with your business. !block
    !lead Log visitor contact info and conversation manually in your CRM as a lead. Not needed if automatic CRM updates are turned on. Typically used for sales teams. !lead
    !case Log visitor contact info and conversation manually in your CRM as a case. Not needed if automatic CRM updates are turned on. Typically used for customer support teams. !case
    !feedback Present the post chat survey to this user to rate the chat experience. Visitor must be currently available on the website widget. !feedback

    Integration Guides

    Salesforce CRM

    ChatrHub will either automatically or manually update contacts and activities in your CRM. When a new customer interacts with your chat, the customer's details will be added to the CRM under "Contacts" and an activity will be created with a log of the chat messages under the details section. When an existing contact interacts with the chat, the contact will be found in Salesforce and an activity will be added to that record.

    How to Integrate

    1. Create an account at chatrhub.com and follow the instructions to install the website widget.
    2. Go to the settings tab on the left hand menu.
    3. Click 'Salesforce' under integrations.
    4. Follow the instructions to integrate Salesforce.
    5. After successfully logging into Salesforce, choose whether contacts should be added as leads (sales teams) or cases (customer support teams).
    6. You will also be presented with an option to either manually or automatically log contacts into Salesforce.
    7. The CRM will ONLY be updated after the chat has ended. NOTE: A chat can either be manually ended or automatically ended after 5 minutes of inactivity.

    ACT CRM

    ChatrHub will either automatically or manually update contacts and activities in your CRM. When a new customer interacts with your chat, the customer's details will be added to the CRM under "Contacts" and an activity will be created with a log of the chat messages under the details section. When an existing contact interacts with the chat, the contact will be found in ACT and an activity will be added to that record.

    To integrate ACT Premium, input the following information into the ACT section in the settings tab of ChatrHub. If you are not sure how to obtain the ACT Database ID or ACT URI, follow the "Find ACT Database ID" or "Find ACT URI" sections below.

    Act Information Description
    ACT Username This is the username you use to login to ACT.
    ACT Password This is the password you use to login to ACT.
    ACT Database ID See below to find this ID.
    ACT URI See below to find this URI.

    ACT Login

    After logging in, you have the choice of either automatically updating ACT after a chat ends or manually updating ACT using the "lead" or "case" buttons in the chat console.

    Below is an image of what the activity looks like in ACT.

    ACT Activity

    Find ACT Database ID

    1. Login to ACT Premium Cloud in your browser.

    ACT Step 1

    1. Click the question mark on the top right, then click "About ACT Premium" (Make sure that pop-ups are enabled for this website.)

    ACT Step 2 3. The "Database Name" is listed in the second box.

    ACT Step 3

    Find ACT URI

    1. Login to ACT Premium Cloud in your browser. (See above)
    2. The URI is the first portion of the web address before your database name. Example: The if the web address is:

    https://usp1-iis-06.hosted1.act.com/P73118053120/Home/HomeShell.aspx

    therefore the ACT URI is

    https://usp1-iis-06.hosted1.act.com

    ACT Step 4

    Slack Team Chat

    Use Slack to communicate with customers via text message, website widget or social media!

    How it works with AI

    A customer visits your website and communicates with the ChatrHub widget. ChatrHub's artificial intelligence takes over and replies to the customer. If the AI misunderstands the customer or starts to struggle with the conversation, all messages will be sent to Slack in real time for review. If needed, a human can reply to the customer in the newly created slack channel thereby bypassing the AI.

    How it works without AI

    A customer visits your website and communicates with the ChatrHub widget. Each message is forwarded to your Slack account in a channel unique to the visitor. A human can reply directly in Slack to respond to the customer.

    How to setup

    1. Create an account on chatrhub.com and follow the instructions to install the website widget.
    2. Go to the settings tab on the left hand menu.
    3. Click 'External Chat Systems'
    4. Choose 'Slack' in the dropdown menu.
    5. Click the 'Add to Slack' button. (Make sure you choose a public channel after logging into Slack.)
    6. After successfully logging in, choose the default channel that all messages will be sent to initially in ChatrHub.
    7. IF AI is not enabled Test the connection by sending a message to Slack from the website widget.
    8. IF AI is enabled (NOTE: This will only work if the Safety Driver is enabled on your AI chatbot.) Send a confusing message to your AI chatbot. When it misunderstands your intent, a copy of the message will be sent to Slack for review.

    RingCentral

    Use your RingCentral account to SMS customers on the ChatrHub platform. Use AI to respond automatically to customer text messages. If the AI misunderstands a text message, a human will be notified.

    How to Integrate

    1. Create an account at chatrhub.com and follow the instructions to install the website widget.
    2. Go to the settings tab on the left hand menu.
    3. Click 'RingCentral' under integrations.
    4. Click 'New Connection' and login to RingCentral.
    5. After logging in, select the phone numbers that you want to send and receive text messages on.

    Twilio

    SMS text customers on the ChatrHub platform using Twilio phone numbers. Buy phone numbers on Twilio directly in ChatrHub. Use AI to respond automatically to customer text messages. If the AI misunderstands a text message, a human will be notified.

    How to Integrate

    1. Create an account at chatrhub.com and follow the instructions to install the website widget.
    2. Go to the settings tab on the left hand menu.
    3. Click 'Twilio' under integrations.
    4. Click 'Add a Phone Number' then find a phone number to buy.
    5. Test the integration by sending a text message to the purchased phone number.

    Zendesk

    Communicate automatically with customers via the Zendesk website widget using ChatrHub AI!

    How to setup

    Follow the below steps to setup a premium chatbot in Zendesk Chat:

    1. In ChatrHub: Create a free ChatrHub account at chatrhub.com if you do not have one.
    2. In ChatrHub: After signing into your ChatrHub account, select from an extensive list of pre-designed chatbot templates, create your own bot in the assistants tab or have us create one for you by contacting us at admin@chatrhub.com
    3. In Zendesk: Go to the Zendesk Chat dashboard. Go to settings, select agents and then click the Add Agent button. This agent will represent your chatbot so choose a name that you and your customers can recognize. Use a unique email address that you have access to for this agent. Make sure you sign out of your Zendesk portal before continuing.
    4. In Zendesk: Login as the bot agent (the account you just created). Please make sure that the newly created agent has Chat service ENABLED and 'Online'.
    5. In Zendesk: In the Chat Dashboard, create an API Client on the following page: Settings > Account > API & SDKs then copy and paste the following into the redirect url field: https://chatrhub.com/zendesk_callback.html
    6. In Zendesk: After creating the API Client, copy the Client ID, Client Secret, and Zendesk Subdomain for use in ChatrHub. If you are not sure what your Zendesk subdomain is, check this Zendesk article. Note: Zendesk subdomain is only applicable if you signed up on zendesk.com and not the old zopim.com login page.
    7. In ChatrHub: Go to the settings tab in ChatrHub, click External Chats in the left hand menu, then select Zendesk in the dropdown menu. Paste the Client ID, Client Secret and Subdomain into the corresponding fields. Click on the bot link you would like to use in Zendesk. (You can use as many bots as you like. Repeat these steps for each bot you would like to add.)
    8. In ChatrHub: After selecting the bot link, the browser will take you to a Zendesk login. Sign into your Zendesk account as the agent you created in the 3rd step and accept the connection.
    9. Your Website: Test the chatbot on your website by installing the Zendesk widget and communicating with the bot.

    For any questions please email admin@chatrhub.com

    FAQ

    General

    Q: Who can I email for help? A: You may email admin@chatrhub.com for help.

    Q: Is there a support phone number I can call for help? A: You may call 866-239-5842 for assistance.

    Q: How do I upgrade my account? A: To upgrade your account, click the orange "Upgrade" button at the top of the portal. You may also upgrade by clicking "Settings" on the left side menu, followed by "Billing." If you would like to inquire about an enterprise plan, please contact us at admin@chatrhub.com

    Q: How do I reset my password? A: On the Login page, press ?Forgot Password??, and enter the email you used to sign up. Click the link in your email to set up a new password.

    Talk

    Q: How do I connect to ChatrHub and go online? A: To change your status from "Offline" to "Available," either press the green "Click Here to Connect" button that is displayed in the chat screen on the "Talk" tab, or click the red "Offline" button in the upper right hand side of the screen and select "Click Here to Connect."

    Q: How do I know if a Visitor is available for chat? A: If a Visitor is available to chat, the Visitor's name (listed on the right hand side of the screen) will appear with a green halo and "Online" will be displayed below the Visitor's name. If a Visitor is not available to chat, the Visitor will have an orange halo and it will say "Offline" beneath it.

    Q: How do I search for a Visitor? A: To search for a visitor, click the "Talk" button on the left side menu. Search for a visitor in the "Search" field in the upper right hand side of the screen.

    Q: How do I attach and send a file or image from ChatrHub to a Visitor? A: To attach a file or image, click the "Talk" button on the left side menu. Select the visitor to whom you wish to send the Patterns, and click the blue icon of a sheet of paper in the lower left hand corner of the chat window. Select "Choose File" to browse your computer for the Pattern you would like to send. Once you have selected the image, click the green "Send Image" button.

    Q: How do I hide myself so I am not visible as an online Agent (but without disconnecting from ChatrHub)? A: To change your status from "Available" to "Hidden," click the green "Available" button in the upper right hand side of the portal. Select the "Click to Hide" button to make yourself unavailable.

    Q: How do I disconnect from ChatrHub and go offline? A: To change your status from "Available" to "Offline," click the green "Available" button in the upper right hand side of the portal. Select the "Click to Disconnect" button to go offline.

    Agents

    Q: How do Agents work? A: Agents are members of your company with ChatrHub accounts. They have access to the portal and are able to talk with Visitors.

    Q: How do I add a new company Agent? A: To add a new company Agent, select "Agents" from the left side menu. Click the blue "Add Agent" button and complete the required fields. Input the individual's full name, e-mail address, role (Agent, Supervisor, or Administrator), and Assistant Task selections. See the descriptions of the Assistant Tasks for details. Also, after you have invited a new Agent to join the platform, you have the option to add the Agent to a pre-created Group.

    Q: How are the three Agent roles differentiated (Agent, Supervisor, and Administrator)? A: An Agent can chat. However, he or she cannot update settings, add agents, or view transcripts. A Supervisor can chat, update/add users, and view all reporting. However, he or she cannot update settings. An Administrator can chat, update/add users, view all reporting, and update all settings.

    Q: How do I choose or edit the role of an Agent? A: You will select an Agent's role when you add a new Agent to the system. To edit the role of an existing Agent, go to the "Agents" tab on the left side menu and select the name of the Agent whose role you wish to edit. Make your selection and click the blue "Update" button at the bottom of the window.

    Q: How do I choose or edit Assistant Tasks for an Agent? A: You will select an Agent's Assistant Tasks when you add a new Agent to the system. To edit the Assistant Tasks for an existing Agent, go to the "Agents" tab on the left side menu and select the name of the Agent whose Tasks you wish to edit. Make your selections and click the blue "Update" button at the bottom of the window.

    Q: How do I view which company Agents are available to talk with Visitors? A: To view online company Agents, click the "Talk" tab on the left-side menu. Look at the right side of the screen to see the "Company Agents" section. If the list is hidden, click "Show." Here, you will see company Agents (if any) and whether they are online.

    Q: How do I delete an existing Agent? A: To delete an existing company Agent, select "Agents" from the left side menu. Click the name of the Agent you wish to delete, and select the red "Delete Agent" button in the lower left hand side of the window.

    Q: How do Groups work? A: To edit Groups, click the "Agents" tab on the left-side menu. Then, click the "Groups" tab on the top of the window. Click "Add Group." Here, you may create Agent groups that determine how incoming conversations are routed. You may create groups based on phone numbers; company name; city; state; zip code; current URL; referrer URL; and/or email. These factors may be based on partial or complete matches, depending upon how you input the information. For instance, you may route conversations based upon phone number area code and referral URL.

    Q: What are the benefits of creating Groups? A: Groups are beneficial because they allow you to set routing rules for conversations. You may create groups to be as specific as you would like. For example, groups may establish rules for conversations to be routed to either Sales or Service agents, based upon current URL. Alternatively, you may have conversations routed based on very specific rules. There may a certain agent group created to handle conversations from visitors viewing a specific piece of merchandise on your e-commerce site, who live in Chicago, IL, who were referred to your page by Campaign XYZ, and who lives in zip code 60602.

    Q: How do I create a new Group? A: To create a new Group, click the "Agents" tab on the left side menu. Select the "Groups" tab on the upper left hand side of the page. Click the blue "Add Group" button on upper right hand side of the screen. Create a Group Name, and then choose which of the Matches you would like to institute for the Group (Phone, Company, City, State, Zip Code, Current URL, Referrer URL, and/or E-Mail). See the descriptions for details about each of the Match options. When you have made your selections, click the blue "Update" button in the bottom right hand corner of the window.

    Q: How do I edit an existing group? A: To edit an existing Group, click the "Agents" tab on the left side menu. Select the "Groups" tab on the upper left hand side of the page. Locate the Group you wish to update, and click the "Edit/View" button the right of the group name. Make your selections, and click the blue "Update" button in the bottom right hand corner of the window. To delete an existing Group, click the "Agents" tab on the left side menu. Select the "Groups" tab on the upper left hand side of the page. Locate the Group you wish to delete, and click the "Edit/View" button the right of the group name. Select the red "Delete Group" in the bottom left hand corner of the window.

    Visitors

    Q: How do I add a new Visitor to the ChatrHub system? A: To add a new visitor to the system, click the "Visitors" tab on the left side menu. Select the blue "New Visitor" button in the upper right hand corner of the screen. Complete the desired fields Name, E-Mail, Phone Number, Company Name, Street Address, City, State, and Zip Code), and click the blue "Create" button in the bottom right hand corner of the window.

    Q: How do I search Visitors using filters? A: To search your Visitors using filters, click the "Visitors" tab on the left side menu. Click "Add Filter," and choose your desired search filter (Name, Email, Phone Number, Company Name, State, City, Zip Code, IP Address, and/or Visitor ID).

    Q: Can I employ multiple filters at one time? A: Yes, you may employ multiple search filters at once. To do so, simply select a filter and then click "Add Filter." To remove any filter, click the "X" next to the filter after it has been applied.

    Q: How do I update details for an existing Visitor? A: To update the details for an existing Visitor, click the "Visitors" tab on the left-side menu. Locate the Visitor whose details you would like to update. Then, click the "View/Edit Visitor" to the right of the Visitor's information. Edit the details, and click "Update."

    Assistants

    General

    Q: What are Assistants? A: Think of Assistants as "employees" whose AI you train to interact with your customers. Assistants can be as simple or complex as you would like.

    Q: How does the system use logic? A: See the tutorial and reference guides in this document to get a good understanding of how it all works.

    Q: How do I name my Assistant/Dialog? A: You may name your Assistant/Dialog however you wish. The chat name is the name that web Visitors will see when interacting with your chatbot.

    Q: Do you have Assistant templates I can use? A: Yes. When you create a new ChatrHub account, you will have the opportunity to apply certain pre-built Dialog templates. If you choose to use one, you may have the choice to decide whether or not you would like to include some Categories (depending upon the template designer's preferences). Once you add the template to the account, you may go in and make edits if desired.

    Q: How do I make my Assistant seem more human? A: A great way to make Assistants seem more human is to add multiple variations to each template. This way, the Assistant does not reply the same way to every question. It is best to thoroughly test and check your Assistant and make edits to increase the "natural" feel.

    Q: How do I save changes? A: To save changes, click the "Save" button at the top of the "Assistants" tab. When you click "Save," the model will be updated with new changes. When the model is finished updating, it will say "Models Complete" in green text in the upper right hand corner of the page.

    Q: How do I test my Assistant? A: To test your Assistant, click the "Test" button at the top of the "Assistants" tab. When you click "Test," a new window will popup in which you can test out your Assistant. Interact with your Assistant as though you are a visitor. To simulate a new Visitor on your site (and to test automated initial outbound messages start conditions), enter the command: "start_conversation !%!admin". Note that you must be online in order to test an Assistant. If you are offline, click the red "Offline" button along the top right of the screen and select "Click to Connect."

    Q: How do I delete a Category, Goal, Pattern, etc.? A: To delete a Category, go to the "Dialogs" tab on the "Assistants" page. Click the blue "Edit" button on the right side of the Category. Then, choose "Delete Category." To delete a Goal, go to the "Goals" tab on the "Assistants" page and click "Edit/View" next to the Goal you would like to delete. Then, delete individual examples using the red trash can icon to the right of the example or, to delete the entire Goal, click the "Delete Goal" button at the bottom of the window. To delete a Pattern, go to the "Patterns" tab on the "Assistants" page and click "Edit/View" next to the Pattern you would like to delete. To delete individual Pattern examples, use the red trash can icon to the right of the Pattern. To delete an entire value (including all Patterns beneath that value), click the "Delete Value" button. To delete an entire Pattern, including all examples, click the "Delete Pattern" button at the bottom of the window. To delete an Action, go to the "Actions" tab on the "Assistants" page and click "Edit/View" next to the Action you would like to delete. Click "Delete Action" at the bottom of the window. To delete a Variable, go to the "Variables" tab on the "Assistants" page. Click the red trash can icon at the right of the Variable you wish to delete.

    Dialogs

    Q: What are Dialogs? A: Dialogs define the structure and flow of a conversation. They are constructed from a network of Categories that contain, at a minimum, a trigger and a response. In a conversation, each Dialog will appear as an Agent.

    Q: How do I add a new Dialog? A: To add a new Dialog and build from scratch, go to the "Assistants" tab on the left hand side menu. Type the name of your Dialog into the field to the left of the blue "Change Dialog" button. You may edit this name at any time. Click the light blue "Save" button to create the new Dialog. To add a new Dialog using a template, select the template from the options after you create a new account. If you want to add a Dialog template after you already created a new account, contact ChatrHub at admin@chatrhub.com or 866-239-5842.

    Q: How many Dialogs should I create? A: Dialogs are designed to work on the basis of one dialog per company.

    Q: How do I edit a Dialog? A: To edit a Dialog, simply select the Dialog on the "Assistants" tab and edit as desired.

    Q: How do different Dialogs interact? A: Different Dialogs do not interact. When a conversation is in one Dialog, it should not switch to another. Remember, however, that there should only be one Dialog per company.

    Q: How do I collapse or expand my Dialogs? A: To collapse or expand your Dialogs, click the "Assistants" tab on the left hand side of the screen. Choose the blue "Collapse" or "Expand" buttons. The purpose of these buttons is to make viewing and working with your dialogs easier. Collapsing or expanding dialogs does not impact the functionality of the Dialogs in the system.

    Q: How do I switch from one Dialog to another? A: Although you will typically have only one Dialog, to switch from one Dialog to another, go to the "Assistants" tab on the left side menu. Then click "Dialogs" from the top menu. Click the blue "Change Dialog" button and select the desired Dialog name from the drop down menu.

    Categories

    Q: How do Categories work? A: Categories are the basic building block of Dialogs. To add a new Category, click the light blue "Add Category" button. Click "Edit" at the right side and add content to your Category. You have now created what is called a "Parent Category."

    Q: What are Child Categories? A: Child Categories are Categories beneath a Parent Category.

    Q: What are Sibling Categories? A: Sibling Categories are different Categories at the same layer.

    Q: What are Category Triggers? A: Category Triggers may be comprised of Goals, Patterns, Conditions, and/or Variables. Category Triggers signal a Category to fire.

    Q: Can I stack multiple Triggers? How does this work? A: Yes. You may include multiple triggers within one Category or Template. You may set all of the Category triggers to be required in order for the Category to fire, or you may select set it so that any one of the triggers fires a Category.

    Q: What are Templates? A: Templates forms that contain information about how to reply to a visitor. You may set different triggers within each.

    Q: What are Variation Responses? A: Variation Templates are different responses to the same Category response. For example, you could set "What's your name?", "Do you mind sharing your name?" and "Can I please get your name?" as three variation responses. You may set these to fire in a random order, or you may set them to fire in the order they are listed in the system.

    Q: How do Questionnaires work? A: Questionnaires serve to collect information from a web visitor. Examples of information to collect via Questionnaire are Name, Email, Phone Number, Appointment Date and Time, Budget, Car Make, Car Model, Car Color, New or Used, etc.

    Q: What does "Update Visitor Info" mean? A: "Update Visitor Info" is a Questionnaire option. Select this if you want to update the "Visitors" data with the information collected in this question. For example, name, email, and phone number are good options of info to update visitor info with. Appointment date and time and budget, however, are not good options since this info may change from time to time within the same person.

    Q: What are Questionnaire Fail Responses? A: A Questionnaire Fail Response is the message that sends if a web Visitor does not complete the Questionnaire within the specified requirements.

    Q: When does "Connect To Category" come into play? A: "Connect To Category" allows you to set your Assistant to jump from Category to Category. If a certain Category is reached and a "Connect To Category" is set, then the visitor will be jumped to the specified Category.

    Goals

    Q: What are Goals? A: Goals are inquiries or questions a web visitor may have. It is helpful to think of these as type of conversations or initial messages. Please note that the system creates an AI model for each Goal based on the examples provided.

    Q: How do I add a new Goal? A: To add a new Goal, go to the "Assistants" tab and click the "Goals" tab along the top menu. Click "Add Goal." Create a name for the Goal using only letters, numbers, and/or underscores. Make sure the name is identifying and clear. Next, add a description for the Goal. Now, add as many examples as possible of ways that a web visitor may signal this Goal.

    Q: What is an example of content that should not be added as a Goal? A: Content such as "Model Number" would not work well as a Goal. Because this consists of specific information, it works better as a Pattern, where the system looks just to match the term and not the concept.

    Patterns

    Q: What are Patterns? A: Patterns are specific terms or phrases that may serve as a Category trigger or be included in a Questionnaire. Patterns are unlike Goals in that an AI model is not created based on the values or synonyms within a Pattern. Patterns are objects within the conversation. An example of a Pattern is "Car Brand" which can be broken down into values such as "Ford," "Volvo", "Chevy," etc.

    Q: How do I add new Patterns? A: To add a new Pattern, go to the "Assistants" tab and click the "Patterns" tab along the top menu. Click "Add Pattern." Create a name for the Pattern using only letters, numbers, and/or underscores. Make sure the name is identifying and clear. Next, add a description for the Pattern. Select whether you would like Fuzzy Match on or off. When fuzzy match is enabled (checked), words similar to the value and its synonyms will be matched. This may be useful if a visitor misspells a word. It is not good, however, for short Pattern values or synonyms. Now, add one or more values. For each value, add synonyms if desired. An example of two values within a single Pattern are "Yes" and "No." Synonyms beneath "Yes" could include "Yeah," "Yup," "Okay," "Sure," etc. Synonyms beneath "No" could include "Nah," "Nope," "Never," etc. Fuzzy match should not be turned on for this Pattern. Another option within Patterns is regular expressions (regex). This is a code that signals a Pattern. You may contact ChatrHub at admin@chatrhub.com or 866-239-5842 for information on how to create a regex. This is helpful when there are many values that you would like included within a specific Pattern and when a pattern exists amongst these values. For example, it is helpful to create a regex for a car parts inventory list with 2,000+ different parts numbers.

    Q: What is an example of content that should not be added as a Pattern? A: An example of content that should not be added as a Pattern is ?Where are you located?? or ?I?m interested in scheduling a demo.? Because there are many ways that a web visitor could initiate these topics, these instances are better suited for Goals. Again, Goals vary from Patterns because models are created for Goals while, with Patterns, the system just looks for a keyword match.

    Actions

    Q: What are Actions? A: Actions are pre-built or custom measures that you would like the Assistant to take. For example, you may build out a Custom Action that allows the ChatrHub system to connect with your backend database. This is helpful in providing real-time inventory or account information to web Visitors. There are two pre-built Actions in the ChatrHub system. One is the "Transfer to a Human" command. This transfers the web visitor to a human (when available). The other pre-built action is the Google Calendar integration. This allows you to integrate the ChatrHub system with a Google Calendar. In the Actions tab, you will select your preferences. Then, if you add this Action to a Category, the Assistant can help the visitor to schedule an appointment with you and automatically create the invite based upon your hours, availability, etc.

    Q: How do I add a new Action? A: To add a new Action, go to the "Assistants" tab and click the "actions" tab along the top menu. Click "Add Action." Transfer to a Human system action is pre-programmed, so it will always appear as an action option within Categories. You can't edit this system action in the "Actions" tab. You can, however, set the "Schedule" system action or custom actions. When you click "Add Action," the form will default to the schedule action type. Select "custom" from the action type dropdown to change this.

    Q: What are System Actions? A: System Actions are pre-built Actions. These are Transfer to a Human (cannot edit details of this in the Actions tab) and Schedule (set this up in the Actions tab). Any other actions are considered Custom Actions.

    Q: How do I create a Custom Action? A: Contact ChatrHub at admin@chatrhub.com or 866-239-5842 for information specific to your situation.

    Q: How do I send Visitor information to the Queue? A: To send Visitor information collected in a Questionnaire to the Task queue, select "Send to Queue" in a Category at the end of the conversation. Depending upon settings, Agent(s) may receive email notification of new queue Tasks.

    Q: How do I transfer the conversation to an Agent from the Assistant? A: To transfer the conversation to an Agent from the Assistant, create the option in a Category for the System Action "Transfer to Agent." If this triggers, it will pass the conversation from the Assistant to an Agent, if available.

    Variables

    Q: What are Variables? A: Think of Variables like drawers in which you can store visitor data. For example, it is helpful to create Variables for information such as name, phone number, email, and demo date. Only letters, numbers, and underscores are allowed. Variables contain any type of custom information that is obtained from the conversation and that subsequently can be used in the Assistant's message or to update visitor information and internal systems.

    Q: How do I add a new Variable? A: To add a new Variable, go to the "Assistants" tab and click the "Variables" tab along the top menu. Click "Add Variable" at the bottom of the page. Navigate back to the "Dialog" tab and click "Save Assistant" often.

    Q: How do I teach the Assistant to use information provided by the web Visitor at later points in the conversation? A: To use information provided by the web Visitor earlier in a conversation at a later point in the conversation (or in a future conversation with the same Visitor), you must use a Questionnaire to collect the information and save it as a Variable. For a regular variable, type "$VariableName" into the response in order for the Assistant to use that information. For example, say the Assistant collected the Visitor's name earlier in the conversation and saved the name to the variable called "Name". In order to call the Visitor by name later in the conversation, type "$Name" into the field. Ex: "Thanks for chatting today $Name. Have a great day!" If the Visitor's name is John, he will receive a message that states, "Thanks for chatting today John. Have a great day!"

    Tasks

    Q: What are Operational Tasks? A: Tasks are "To Do" messages stored in the system. These are created after a conversation in which the System Action "Send to Queue" was set. This sends all variable information from the conversation to the Tasks window. Depending on your settings, you may receive email notification each time a new Task is created. To view these in the portal, login and click "Tasks" on the left side menu. Make sure you are on the "Operational" tab on the top menu. View your Unresolved tasks here. To switch to Resolved tasks, click the "Resolved" tab. When you address a Task, change the status from Unresolved to Resolved using the red button to the right of the Task information.

    Q: What are Machine Learning Tasks? A: Machine Learning Tasks are automatically created by the system. Depending upon your settings, you may receive email notification of these Tasks. They ask that you provide information to the system to strengthen the machine learning capabilities.

    Reports

    Q: How do I view Reports? A: To view a report, click "Report" on the left-side menu. Here, you may filter by dates and view information such as chat reviews and ratings, total chats, missed chats, etc.

    Q: How do I adjust the date range on Reports? A: To adjust the date range, click the gray field in the upper right hand corner of the "Reports" window. Choose one of the pre-set date options (Today, Yesterday, Last 7 Days, This Month, Last Month) or select a Custom Range. Then, hit the green "Apply" button to adjust the date range.

    Transcriptions

    Q: How do I view Transcriptions of conversations? A: To view Transcriptions of conversations, click "Transcriptions" on the left side menu. Then, click "View Transcription" to read the conversation.

    Q: Can I apply filters to Transcriptions? A: Yes. To do so, click "Transcriptions" on the left side menu. Then, click "Add Filter" and make your selection. Note that you can stack filters on top of each other. To delete a filter, click the "X" to the right of the filter name.

    Account Settings

    Q: How do I integrate ChatrHub with Salesforce? A: To integrate ChatrHub with Salesforce, click "Settings" on the left side menu. Then, click "Salesforce" under "Integrations." Follow the prompts to complete the integration.

    Q: How do I integrate ChatrHub with RingCentral? A: To integrate ChatrHub with Salesforce, click "Settings" on the left side menu. Then, click "RingCentral" under "Integrations." Follow the prompts to complete the integration.

    Q: How do I integrate ChatrHub with Twilio? A: To integrate ChatrHub with Salesforce, click "Settings" on the left side menu. Then, click "Twilio" under "Integrations." Choose your settings, and follow the prompts to complete the integration.

    Q: How do I update my Appearance settings? A: To update your Appearance settings, click "Settings" on the left side menu. Then, click "Appearances," and make your selections.

    Q: How do I update my Behavior settings? A: To update your Behavior settings, click "Settings" on the left side menu. Then, click ?Behavior,?and make your selections.

    Q: How do I update my Titles and Headers settings? A: To update your Titles and Headers settings, click "Settings" on the left side menu. Then, click "Titles and Headers," and make your selections.

    Q: How do I access my mobile settings? A: To access your mobile settings information, click "Settings" on the left side menu. Then, click "Mobile," and make your selections.

    Q: How do I update my billing settings? A: To update your Billing settings, click "Settings" on the left side menu. Then, click "Billing," and make your selections.

    Individual Settings

    Q: How do I update my profile image? A: To update your profile image, you may click on your username in the upper right hand corner of the portal. Click "choose file," select the image you want to use, then click "Upload." Alternatively, you may click "Agents" on the left side menu, select your name, and update your profile photo this way. Depending upon your account access, you may also be able to update other Agents' Assistants profile photos here.

    Q: How do I change my chat name? A: To change your chat name, click on your username in the upper right hand corner of the portal. Change your chat name to the desired name. Alternatively, you may edit your chat name by clicking on "Agents" on the left side menu, selecting your name, and editing your chat name. Depending upon your account access, you may also be able to update other Agents' chat names here. Additionally, for Assistants, some agents can edit chat names by changing the name of the dialog under the "Assistants" tab on the left side menu.

    Q: How do I unsubscribe from emails? A: To unsubscribe from emails, click on your username in the upper right hand corner of the portal. Click the box next to "Unsubscribe from Emails."

    Q: How do I update my email? A: To update your email, click on your username in the upper right hand corner of the portal. Change your email as desired. Alternatively, you may edit your email by clicking on "Agents" on the left side menu, selecting your name, and editing your email address. Depending upon your account access, you may also be able to update other Agents' email addresses here.

    Q: How do I log out? A: To log out, click your username in the upper right hand corner of the portal. At the bottom of the popup window, click "Logout."

    Q: How do I update my username? A: You cannot update your username. For assistance, please contact ChatrHub at admin@chatrhub.com or 866-239-5842.