Add content to your chatbot to interact with your chatbot users, answer their questions, and fulfill their requests.
You can create a dynamic, free-flowing experience that feels like natural conversation with complete control over the content your chatbot sends, and configure your chatbot to perform actions and even interact with other platforms behind the scenes.
Passages and conversations
A passage is the building block of your chatbot. Each passage addresses a single question or need from the chatbot user by sending message content, running scripts, or handing the chatbot user to a livechat agent, and then waits for the chatbot user's response.
Each passage belongs to a conversation. A conversation groups related passages by topic, such as a specific product or service, to give you chatbot the context for more accurate and personalised answers.
Questions
Your chatbot users will send many different kinds of freeform messages, such as:
- Actual questions, such as "how much do tickets cost?".
- Statements indicating the user's intent, such as "book appointment".
- Complaints.
- Requests.
- Information or status updates.
- Other kinds of responses including emoji, images or stickers.
Your chatbot interprets these messages using questions. Questions match keywords or NLP training phrases against the chatbot user's message to detect what the chatbot user intended. Each passage can define one or more questions. If a question in a passage is matched, the chatbot starts that passage.
Structured flows and logic
Questions allow your chatbot to understand your chatbot users and create a natural, free-flowing interaction, but you can create more structured flows where you need to. You can configure passage buttons, scripts, and Quick Replies to start specific passages, or add logic.
Logic is a special kind of passage which directs the conversation flow based on conditions you define. Logic can have questions just like passages can, allowing your chatbot to respond dynamically to your chatbot user.
You can also send a follow-up passage to an individual chatbot user at a specific time using notifications.
Dynamic content
You can use variables, constants, and entities in your passages, questions, and logic to streamline your content creation, store information about the current chat, capture words from a user's question, and control the flow of a conversation:
- Constants are placeholders for commonly used terms that are the same for all chatbot users, such as your organisation's name.
- Variables are placeholders for information specific to the chatbot user in each chat, such as their first name or the product they're asking about.
- Entities capture specific words from a user's question.
Actions
Your chatbot can also work behind the scenes while it interacts with your chatbot user, using actions to manage variables and chatbot user data, run additional scripts, schedule notifications, send analytics information, and more.
Actions can be added to almost every point of interaction: when the chatbot user starts chatting, when the conversation context changes, when a passage or logic is started, or when the chatbot user presses buttons or Quick Replies.
Scripts and webviews
Scripts add more advanced interactions to your chatbot, such as sending dynamic content, interacting with other platforms such as Shopify, managing variable values and data store data, or sending emails.
Scripts are written in JavaScript using the inGeniousAI API, and can accept values for parameters you define, so they're easy to reuse across your chatbot. You can run scripts from passages, logic, or actions.
Webviews are in-chat webpages that help your users achieve things that would be difficult or tedious to do via chat bubbles, like filling in a form. Webviews are single-page apps written in HTML and JavaScript, and can use any CDN or API that allows cross-site scripting.