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  • chat widget in digital connect

    The chat widget on your website enables your visitors to communicate with your business in real-time. It usually pops-up in the bottom right corner of a web page and prompts visitors to chat with you bot or an agent on your chat channels.

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    How to setup a chat widget in Digital Connect and embed it on your website

    The chat widget on your website enables your visitors to communicate with your business in real-time. It usually pops-up in the bottom right corner of a web page and prompts visitors to chat with you bot or an agent on your chat channels.

    In this tutorial, you will learn how to create and install a chat widget on your website.

    Step 1: Chat Widget Settings

    Here’s how you can customize the chat widget as per your requirements and generate the widget code. You can then add the widget code to Google tag manager (recommended) or to your website code.

    Step 2: Install a Chat Widget using Google Tag Manager

    • Login to Google Tag Manager and Navigate to Tags > Add A New Tag
    • Select Custom HTML as your tag type.
    • Paste in the code snippet you have copied after creating it from Step 1 above.
    • Click Choose a trigger and select all pages
    • Name and save your tag. You’re all done!

    In case you don’t have Google Tag Manager already installed then install Google Tag Manager to apply the code.

    Alternative Option: Embed the code snippet on your website:

    • Go to the main page of your website and open its HTML code.
    • Paste the full code snippet as the last line before the closing tag.
    • Repeat the process on each page you want the chat widget to appear.
    • Deploy your changes. The Chat Widget is now live on your website.
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  • Build a Lead Generation Chatbot for WhatsApp and Facebook Messenger

    Lead generation chatbots use a conversational approach in order to gather customer information to build interest in your business and products/services. Here’s a video tutorial on how to build a lead generation bot for WhatsApp and Messenger.

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    How to Build a Lead Generation Chatbot for WhatsApp and Facebook Messenger -Video tutorial

    Lead generation chatbots use a conversational approach in order to gather customer information to build interest in your business and products/services. Here’s a video tutorial on how to build a lead generation bot for WhatsApp and Messenger.

    Video Not Available

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  • Build a Bot Step by Step Approach

    A chatbot is a software that simulates human conversation to solve customer queries and allows companies to communicate with their audiences instantaneously.

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    How to Build a Bot? A Step by Step Approach

    A chatbot is a software that simulates human conversation to solve customer queries and allows companies to communicate with their audiences instantaneously.

    Chatbots can be used to help automate repetitive conversational tasks like collecting information, resolve customer issues, create unique marketing experiences, provide answers to FAQs and connect to human agents if needed.

    Eocean Digital Connect lets you build smart, functional bots across many communication channels without writing a line of code. Sounds pretty cool right?

    This article will guide you through the steps required to build a conversational bot. However, it is strongly advised to read the article about Action Blocks to get a better understanding of bot builder before creating your first bot.

    Let’s begin!

    Build a bot

    In our example, we will create a bot with two menu options.

    1. Collect user contact details to register them for a product launch wait list
    2. Enable users to chat with human agents.
    1. Create bot profile
    • Click on Chatbot builder in left navigation pane to access the builder dashboard and then click Build from scratch to access the builder canvas.

    If you are new to the bot building tool, it is recommended for you to build your bot using one of our available templates. Choose from different templates provided by our experts that fit your use-case.

    Name your bot

    Provide a unique name to your bot to identify it later.

    Describe your bot

    Provide a brief description about the intended purpose of your bot

    Choose your channel

    Select the channel on which you would like to deploy your bot. Digital Connect allows you to build your bot for WhatsApp, Facebook Messenger, Instagram, Google’s Business Messages and Web Channel.

    It is mandatory to integrate your channel with your Digital Connect account before deploying the bot. Learn more about integrating channels on this link.

    Check this link to learn more about the type of media supported by each channel before selecting your bot channel.

    You can always edit and deploy a bot to another channel at any time.

    1. Create Bot Menu using the Message Block

    Bot Menu is made up of different options connected to each other to trigger a bot flow. it’s like a mini-website built into your website chat widget. Depending on what the user clicks on, the bot then prompts another set of options for the user to choose from and so on.

    • Click on Add Trigger within the builder canvas to open the Message block tray

      Trigger Name

      Provide your trigger a name to identify your trigger.

      Initiate Conversation with

      In Initiate Conversation with section, provide keyword(s) such as Hi, Hello etc. that will trigger a bot flow when a user sends that keyword to your bot.

      Bot Response

      In a Bot Response section, add a message that your bot will send back to the user such as a greeting or a welcome message in response to the user input . It can be a text, media or a template message.

      Bot Menu

      In Bot Menu section, you can navigate users down a desired flow when user selects a menu option. In this case, we will add two menu options for users to choose from.
      1. Register on waitlist
      2. Chat with an agent
    • Click on the Update Trigger to save the bot flow.

    Awesome! Your bot flow will now appear on the builder canvas. You can zoom in by clicking on the buttons on bottom left side of the canvas to edit the flow .

    Now that you have created the bot flow, your bot needs to collect user input if the user selects the option to Register on waitlist. For this use case, we will use the Form Block to create step by step conversational form to collect user data.

    1. Create a conversational form using the Form Block
    • Go to the Builder canvas and click on Settings.
    • Navigate to Form Builder > Create Form to start creating a new form

      Form Name

      Provide a name for your form.

      Form Description

      Provide a description about the intended purpose of the form.

      Form Fields

      Add customer form fields one at a time and provide field name and field type (validate as text, email, number, regular expression) for each field.

      On Form Submit

      You can provide a trusted email address to receive form data upon form submission.

    You can also view the submitted user responses inside the bot builder settings section

    • Once you have created a form, you can select the newly created form from the drop-down list within the Form block and provide a Welcome Message to introduce your users to the form and a Confirmation Message to thank them for submitting the form responses.
    • Click on Add Trigger to save the bot flow

    You can see that as you add triggers, the bot flow will be updated on the builder canvas.

    1. Bot to Human handover

    We will now create a bot flow for Chat with an agent, our second option within our bot menu.

    • Create the trigger for Bot to Human Handover with trigger name, keywords and Bot response as you added for the message block in the previous section.
    • Click the Bot to Human Handover check box to allow the user to route the bot conversation to a human agent.
    • Click on Add Trigger to update the bot flow.



      Your updated bot flow will now be visible on the builder canvas.

    Once, you have completed the flow for your bot, its time to test your bot.

    1. Test your bot flow

    You can test your bot flow in real time using the Test your bot feature. This feature enables you to see if your bot behaves the way its intended to and fix any issues and errors bot before publishing it.

    • Click on Test your bot to activate the preview window and simulate the bot conversation
    1. Publish your bot

    Finally, its time to publish the bot on your channel to let your bot engage with your users.

    Before publishing your bot, It is recommended to add a chat widget on your site to let your customers have a real-time direct line of communication with your bot and support agents in your company without having to wait on email or telephonic correspondence. If you’ve not already added the code snippet on your web, you will need to do so, so that your channels widget can pop-up on your website for your customer interaction. For more information on how to install a widget, please refer to this article

    • Click on Publish and a modal will appear. Click Yes to publish the bot on your channel.
    1. Analyze the results and Improve

    Navigate over to Insights dashboard and see your bot conversations grow.

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  • Best practices for creating WhatsApp template messages

    WhatsApp focuses on customer experience hence there are several rules and best practices to ensure that your template message is approved.

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    Rules and best practices for creating WhatsApp template messages

    WhatsApp focuses on customer experience hence there are several rules and best practices to ensure that your template message is approved.

    You can create and submit message templates directly to WhatsApp from the Campaign Manager inside Digital Connect.

    • Businesses should choose an existing template category during submission
    • Template review will check for Commerce or Business Policy violations and correct formatting
    • Templates must be formatted correctly. See here for formatting guidelines
    • Plan in advance to account for review times

    Note: You must obtain opt-in from customers in advance of sending any template (business-initiated ) message.

    WhatsApp templates fall into many categories. To get a promotional template approved, select Marketing as the template category.

    WhatsApp supports up to 250 templates per account by default. We recommend starting with a handful to get started faster. If you need more than 250 templates, please open a support ticket stating your reason. WhatsApp reviews requests for higher template limits within 2-4 weeks and may approve a higher limit of 1500 templates at their discretion.

    Limitations

    • The message template name field is limited to 512 characters.
    • The message template content field is limited to 1024 characters.
    • A template can only be edited when it is in a state of Approved, Rejected, or Paused. A template can be edited once per day, up to 10 times per month.
    • WhatsApp Business Accounts can only create 100 message templates per hour.
    • WhatsApp Business Accounts can have up to 250 message templates. That means 250 message template names, each of them can have multiple language translations. For example, a message template called hello_world translated into two languages counts as a single message template in regards to this limit.

    Want to learn more about WhatsApp templates, opt-ins, quality ratings and take full advantage of using WhatsApp Business Platform for sending promotional messages, read our blog post to build a better understanding.

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  • Enable AI-Powered Customer Analysis for Agent Chats

    AI-powered customer analysis can help agents understand customer conversations by generating chat summaries, performing sentiment analysis, and providing insights on conversation performance across channels.

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    Enable AI-Powered Customer Analysis for Agent Chats

    AI-powered customer analysis can help agents understand customer conversations by generating chat summaries, performing sentiment analysis, and providing insights on conversation performance across channels.

    This premium add-on can only be requested by administrators. Once submitted, our sales team will contact you to confirm the monthly subscription fee before activation.

    How to activate Customer Analysis from the Settings Page

    • Login to Digital Connect as an administrator.
    • Navigate to the Settings menu, and select the AI-Assistants option.


    • Click the Request Access next to Customer Analysis and a modal will pop up.
    • In the modal, Click the Request Access to submit the request to the sales team and you will receive a submission notification in your account notification panel for confirmation.

    You will be contacted by our sales team to discuss pricing and activation. Once activated, you can use the feature to perform AI-powered analysis on your customer conversations.

    How to Summarize long conversation threads and send as private notes to your team members

    Once you have access to the feature, your agents will be able to condense lengthy chat threads into brief summaries, tag team members, and collaborate effectively to resolve customer issues.

    • During a conversation, click on in the message composer to open the private notes window and tag a team member by typing @ followed by their name to mention them in a conversation


    • Click on to let AI tool create a concise summary and send as a private note to a team member.
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  • Assign a conversation to an agent

    At times, your customers would escalate the conversation from a chatbot to a human agent in case of complex queries. Within Digital Connect (chat manager) all such incoming conversations are left unassigned for your team to triage.

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    Assign a conversation to an agent

    At times, your customers would escalate the conversation from a chatbot to a human agent in case of complex queries. Within Digital Connect (chat manager) all such incoming conversations are left unassigned for your team to triage.

    In There are two ways in which a conversation can be assigned to an agent:

    • Manual assignment from the New inbox view. Any agent can assign a conversation to themselves or a team supervisor can also assign the conversation to an agent.
    • Auto-assignment by enabling the auto-assign feature within Digital Connect.

    Manually assign a conversation

    In case of an agent, You can manually assign a conversation to yourself from the New inbox view.

    • Click on Chat manager to view all unassigned conversations coming in from different channels inside the New inbox view.
    • Select the conversation and then navigate to the upper right and click on the Assign to me button to assign the conversation to yourself.

    Once assigned, the conversation will be transferred from New inbox view to Assigned inbox view for you to start conversation with the customer.

    Team Supervisor can also assign a conversation to an agent following the same steps, however when logged in from a team supervisor account, all unassigned conversations will be visible in All (Active) inbox view.

    Automatically assign conversations

    Only users with administrator role can enable auto-assignment feature.

    To be able to manage significant volumes of chat, it is possible to activate the automatic assignment of conversations (one each, also known as round robin assignment) to the team members within your account.

    You can enable auto-assign feature for incoming conversations by applying the following steps.

    • Click on Settings>Preferences and enable auto-assign feature
    • All your incoming conversations will now be automatically assigned to your team members based on their availability.
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  • Add Your Own Proprietary Enterprise Data

    With Digital Connect Bot Builder’s OpenAI GPT interface, easily add data from your website and help documents to build an extensive internal knowledge base and fine tune GPT-3 LLM (Large Language Model) specialized to your enterprise.

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    How to Add Your Own Proprietary Enterprise Data to Train your Bot?

    With Digital Connect Bot Builder’s OpenAI GPT interface, easily add data from your website and help documents to build an extensive internal knowledge base and fine tune GPT-3 LLM (Large Language Model) specialized to your enterprise.

    After successfully integrating your OpenAI GPT account, you can begin the process of manually creating data to train your bot in the Digital Connect chatbot builder. There are two options available for adding training data:

    1. Via Web User Interface

    2. By uploading a CSV file

    To do this:

    • Click on Chatbot Builder and then Click on Settings
    • Click on Training Data

    Manage Data Categories

    To begin, it is recommended to add training data or FAQs based on categories. This allows you to group together relevant queries for better organization. For instance, if your organization has multiple departments like billing, support, and sales, you can segregate your data into these categories. This makes it easier to update the training data when needed. For example, if you have pricing-related queries, you can place them under the billing category. It is important to note that if no category is chosen, the Default Category will be automatically assigned.

    • Click on three horizontal dots and select the Manage Data Categories.
    • Click on the Add Category button.
    • Name your data category and click on the Save button to add the category.

    Add Training Data

    via Web User Interface

    Now you can begin adding a dataset to train your chatbot to autonomously handle conversations with users and provide responses to their inquiries.

    To do that:

    1. Click on the Add Training Data button
    2. Select the appropriate data category, enter the user’s question, and provide the bot’s response.
    3. To upload your training data, simply click on the Add button..


    Congratulations! Your training data has been successfully uploaded to OpenAI. Now, you can continue adding more data in the same manner to further enhance your chatbot’s capabilities.

    By uploading a CSV file

    By uploading a CSV file, you have the option to add your dataset for training. This feature enables offline collaboration with your team members to prepare the dataset file and upload it in just one attempt. It also eliminates the need for manual data entry one record at a time using web interface, allowing you to effortlessly update all your training data simultaneously.

    To accomplish this:

    • Select the Upload Training Data option.
    • Click on Download the sample CSV file.
    • Fill the CSV file with your own data.
    • When you are ready to upload your file, click the Upload button.

    Upload History

    You can view the details of your uploaded data files by accessing the Upload History tab.

    • Click on Upload History

    On this page, you can easily access information such as the file name, upload type, upload time, record count, and status for your uploaded data.

    Submit Training Data

    After uploading your dataset to your Digital Connect account, it is now time to submit the data to the OpenAI platform for training. This is an important step as it allows your bot to effectively respond to user requests using the specific data set you have provided.

    To do this:

    • Click Submit Training Data

    Congratulations! Your dataset has been successfully submitted to OpenAI for training. This is a significant milestone as it now enables you to build a GPT powered chatbot to respond to user requests based on the specific data you provided.

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  • Add Instagram Business connect channel

    To add Instagram as a channel, follow these steps.

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    Add Instagram Business as a channel to Digital Connect

    To add Instagram as a channel, follow these steps.

    Requirements

    The Instagram Channel requires your Instagram account to be an Instagram for Business account, connected to your Facebook company page.

    Before you proceed, Please ensure that you fulfill the mandatory requirements to add the channel.

    Steps to add Instagram as channel

    • Click on Channels on left side navigation and then click on Instagram.
    • Click on (+) button and it will prompt the modal window highlighting mandatory requirements for installing the Instagram channel. Click Continue
    • On the next modal, Click on “I have an Instagram Business account” checkbox and Click Continue

    • Click on I understand and confirm the above checkbox and Click Continue (Please ensure that the Instagram Account is a Business Account and connected to a Facebook Page)
    • On next modal, Click Allow Access to Messages and press Continue ( Please ensure that this option is enabled on Instagram App Settings > Privacy > Messages > Allow Access to Messages )
    • On the next screen, Click Facebook Login and enter your login credentials.
    • If you are already logged in then click Continue as or Edit Settings
    • On next screen, You will see all your Instagram accounts and Facebook pages for your business. You will be able select the Instagram account and Facebook page you wish to integrate with Digital Connect and click Next
    • Allow the following permissions and click Done
    • To Complete integration click OK

    That’s all. Instagram is now installed as a channel. Head back to your Channels you will see that your Instagram channel has been added.




    You can now begin using Instagram as a support channel from your chat manager. All new DMs and Story mentions from your Instagram community will be automatically visible in your Inbox and you can reply to them without leaving the platform.

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  • Add Facebook Messenger Connect Channel

    Connect your Facebook page with Digital Connect, view, and reply to messages in your team inbox. Create bots and send campaigns

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    Add Facebook Messenger as a Digital Connect Channel

    Connect your Facebook page with Digital Connect, view, and reply to messages in your team inbox. Create bots and send campaigns

    To add Facebook Messenger as a channel, simply follow these steps:

    • Click on Channels on left side navigation, and then click on Facebook Messenger.
    • Click on (+) button. and it will prompt the modal window asking you to proceed with your Facebook login.
    • You will now be redirected to the Facebook authentication page where you need to log in or in case if are already logged in, continue with you business profile by clicking ‘Continue as………’

    Make sure you are logged in to your business page and not your private account. You can switch accounts by clicking ‘Log in to another account’.

    • You will now see all your pages for your business. You will be able select the pages you wish to integrate with Digital Connect under All Pages and click Next:
    • Allow the following permissions and click Done.
    • To Complete integration click OK.
    • Facebook Messenger is now installed as a channel. Head back to your Channels you will see that your Messenger channel has been added.

      You can now begin using Facebook messenger as a support channel from your chat manager. All new messages will be automatically visible in your Inbox and you can view incoming messages and reply to your customers without switching multiple tabs!

      Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content. We know customers expect businesses to respond quickly, and businesses that respond to users in a timely manner achieve better outcomes. We highly encourage businesses to respond to customer’s queries as soon as possible.

    Message Tags

    Message Tags allow you to send a message outside the standard messaging window. These messages are personally relevant updates for a person. For example, you may send updates about shipping and delivery, an upcoming reservation or flight, or alerts about a customer’s account. For messaging flows that require an escalation path, the Human Agent tag allows a business representative to manually respond to a person’s messages within a 7-day period.

    Time counts are determined from the “Last Contact (Time) from Customer”. If the customer happens to send a new message, the 7-day reply window count will be reset.

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  • Add Agents and Team Supervisors

    Agents are assigned conversations and interact with customers as needed to resolve support issues. Team Supervisors can perform all agent-related activities, access reports, and make sure that the team is working smoothly.

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    Add Agents and Team Supervisors to Digital Connect

    Agents are assigned conversations and interact with customers as needed to resolve support issues. Team Supervisors can perform all agent-related activities, access reports, and make sure that the team is working smoothly.

    • To add a new chat agent or team supervisor, click on Users in left navigation pane and then click on Create User.
    • Fill in the agent’s or team supervisor’s name, email address, role ( each user role has different permissions in Digital Connect) , and mobile number and click Submit.
    • Your agent or supervisor will receive an invitation email which will include login credentials to access Digital Connect.

    Only Admin can create agents and team supervisors. Please ensure you have licenses available in your plan before creating agents and team supervisors. Your total purchased and remaining user licenses will be visible at the time of creating agent or supervisor account.

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