TruChat Reference Guide

Learn what you need to know

What is a Chatbot?

A chatbot is a software service for the Web and for messenger platforms that is built upon a conversational-based user interface. Chatbots are becoming increasingly popular. This is because, unlike live representatives, they work 24/7/365, are infinitely patient, and provide visitors with consistent answers and great customer experiences. Chabots are proven to increase visitor engagement, conversions, sales, customer satisfaction, and retention. A chatbot is usually presented in a pop-up window on a website or messenger platform, like Facebook Messenger or Slack. Chatbots use artificial intelligence (AI) technologies such a natural language processing (NLP) and machine learning (ML). A chatbot may also incorporate scripted flows that take user inputs to deliver information, capture leads, and service the needs of the customer. TruChat chatbots comprise both Scripts and Intents (see intents and scripts, below).

action

Scripting

The main action components in the scripted flow are: User Input, Go-To, and Custom, which includes the powerful methods of Post, Get, Put, Delete, Patch, and Head. When a visitor performs an action, TruChat's After Action Go-To call keeps the flow moving.

add tag

Admin

Leads

Scripting

Tickets

TruChat features a tagging system for visitor, lead, and customer identification. This allows you to do customer segmentation as well as to route chats to the right bot or live agent. A visitor can be assigned a text-based tag during any step in their chat conversation or by ticket submission. Tags can be used for filtering, conditional branching, and segmentation. Tags are can be selected from previously-assigned tags or by creating new tags as needed.

after action go to

Scripting

This is the scripted flow element that is called immediately following the completion of an action. It can be: another Step, Add Condition, Start Another Script, Transfer To Agent, Perform Action or Terminate Chat. The Go To item must already exist in the script. These items will prepopulate in the drop-down menu.

agent

Admin

Reporting

Routing

In TruChat, an agent can be either a real person or a chatbot. Since both live agents and chatbots are assigned names in TruChat, you can route chat sessions to bots as easily as to live agents. In addition, TruChat's Live Takeover allows live agents to take over a chat from a chatbot.

agent review form

Admin

At the end of a chat session, a review form can be presented to the visitor to capture valuable feedback. You can monitor the performance of all your live agents and even chatbots. View the reviews and overall ratings for each agent/bot on the TruChat management page.

api

Integrations

An application programming interface (API) is a set of protocols, routines, functions and/or commands that programmers use to develop software or facilitate interaction between distinct systems. APIs are available for both desktop and mobile use, and are typically useful for programming GUI (graphic user interface) components, as well as allowing a software program to request and accommodate services from another program. TruChat provides a RESTful API that allows developers to integrate TruChat with their existing systems using the widely used REST architectural style.

audio component

Scripting

With TruChat's rich content support, you can add a WAV or MP3 file to play audio within your chatbot. First, drag the audio component into your flow. Next, select the audio file to use (must be a WAV or MP3 file). You can also add a Continue button, so while the visitor clicks to listen to the audio file, the chatbot conversation will pause. The visitor must then click/tap on the Continue button. See "continue button," below.

ban this visitor

My Chats

View Chats

While monitoring or reviewing a live chat or chatbot session, you have the ability to ban a visitor. To ban a visitor from future chats, simply click the red button next to the visitor in the leads section of the TruChat management page. You can ban a visitor from 1 to 999 days. All banned visitors will be listed in the Banned Users section of the TruChat management page. This system works using the visitor's IP address. You can also manually add a banned visitor in the Banned User section of the TruChat management page.

banned users

Admin

The Banned Users section of the TruChat management page lists all banned visitors. Banned visitors will be barred from your chats. The listing shows when the visitor was banned, the date the ban will end, along with the agent who banned the visitor. See "ban this visitor," above.

callbacks

Admin

Web Widget

TruChat offers an optional Callback Form to allow visitors to simply request a call back. The visitor clicks the phone icon at the bottom of the web widget and completes a simple form to request a return phone call. This option is enabled in the Chat Widgets Settings page in the TruChat management page.

callback button

Admin

Web Widget

The Callback button appears at the very bottom of the TruChat pop-up chat window. The icon shown is an old-style phone. The callback request feature can be enabled/disabled in the Chat Widgets Settings section of the TruChat management page.

callback message

Admin

The callback message is presented to the visitor after they fill out the callback request form (see "callback button," above). This message should advise the visitor as to when they should expect a call. We recommend that the message be written in your company's "voice."

canned responses

Admin

Live Chat

Live Agents can greatly improve their efficiency, as well as the consistency and completeness of their responses, by creating a library of Canned Responses. Canned responses are typed in automatically with just a click. Canned Responses are listed in the first column menu of the TruChat management page. The live agent can view and select from the list of available canned responses during a chat by typing a "/" in the message area.

chat widget

Admin

The Chat Widget is the container that you build for your chat implementations. You can create as many Chat Widgets as you need. Each one is independent and can be used to control and present one or more chatbots and/or a live chat. The widget setup in the TruChat management page is where you configure the settings, styles, integrations, surveys, tickets, reviews, routings, and canned responses for a given widget. A chatbot or live chat is connected either to all Chat Widgets or to a specific one.

chatbot image

Admin

Web Widget

The chat window or widget will display an avatar or image representing the personality of your chatbot and/or live agent. Giving your chatbot and live agents a an image will convey the personality of the agent or brand image of your company. You can upload and change your chat image in the settings of the individual chatbot or Agent.

chatbot name

Admin

Settings

Web Widget

You create a name for your chatbot in the Settings section of the TruChat management page. The chatbot name will appear in the title bar of the Web widget. We suggest that you use a friendly and descriptive name, since it will represent your bot and its "personality."

chatbot templates

Admin

Settings

Web Widget

TruChat offers a selection of ready-to-go templates that can get you up and running fast. When you create a new chatbot, you first select a template. You also have the option to select a blank template, if you want to start building your chatbot from scratch. You can modify the template or just use a portion of it in your final chatbot design. Templates are fully documented and are easy to use, customize and deploy.

color

Admin

Settings

Web Widget

You can customize the color used in your chat Web widget by setting the color in the Chat Widget design section of the TruChat management page. Select the color you wish to use with the color picker, or type in the hex color code (e.g., "#a1b2c3") to match a specific color exactly.

common variables

Admin

Flow Builder

TruChat includes built-in common variables, such as Name, First Name, Last Name, Email, and Phone. Use variables to collect data from visitors. You can also insert variables into any text component to personalize a conversation. You can create custom variables for your specific needs and insert them anywhere in your scripts or in your intent responses.

component

Admin

Scripting

Flow Builder

TruChat's Visual Flow Builder provides a full-featured set of components or objects, which you can drag-and-drop onto the canvas to create your scripted flows. Components include text, images, audio, video, file downloads, user inputs, delays, comments, go-to jumps, actions, custom components, and more. Add them to your scripts by dragging and dropping them from the components menu in the script editor. Each component has its own detailed settings, giving you incredible flexibility in designing your conversation flows.

conditions

Admin

Scripting

Flow Builder

Conditional statements and regular expressions are powerful features of our Visual Flow Builder. Use them to jump to a specific step in the current script, or to another script, depending upon any variable's current value. Conditions include: equal to, greater than, less than, not equal to, contains, does not contain.

continue button

Scripting

Flow Builder

The video and audio components each feature an optional "continue" button. You can add the Continue button to pause the script to let visitors listen to/view the audio/video until the they click the Continue button. Use this, when you do not want the flow to continue while a visitor is listening or watching a video.

copy-paste single component

Scripting

To make building chatbots as efficient as possible, TruChat lets you copy and paste components. This lets you duplicate an existing component and reuse it in another place. You can then customize it as needed. This saves time and reduces errors.

copy-paste entire script

Scripting

TruChat offers a copy-paste script function that speeds up the building of chatbots. Copy any script from any existing chatbot and paste it right into another chatbot. This will save you time and reduces errors.

copy-paste complete step

Scripting

TruChat's copy-paste script function speeds up the building of chatbots by letting you copy an existing step in your account from any chatbot and paste it into another script. This saves time and reduces errors.

create ticket

Admin

Perform Action

The create ticket feature built into the "Perform Actions" component allows you to automatically create a ticket from a chatbot session at any point in your scripted flow. You can update status of the ticket in the TruChat management page as it is handled and, ultimately, resolved. The TruChat management page features a section for managing tickets.

custom component

Scripting

Flow Builder

The custom component allows you to send data to an external system using the following calls: Get, Put, Post, Delete, Patch, and Head. This allows you to, for example, send custom events and data to Google Analytics at any point in your scripted flow.

custom css

Chat Widget Design

TruChat lets you add custom CSS code to your Chat Widget design. Your custom css code can override any of the default TruChat css for your widget. This gives you creative freedom to design your web widget to harmonize with your company's corporate styles, including fonts, colors, shades, borders, etc.

custom fields

Scripting

Data

Lead Capture

With Custom Fields, you can extend the set of available fields by simply adding in any new fields you need. Fields data types can be any of the following: text, text field with validation, number, currency, boolean, email, phone, url, location, date, and time. Any user input can be saved to these custom fields, or you can manually set the values in any step.

date created

Leads

The system keeps track of the date a lead is created. This is reported in the lead list and on the individual lead detail page along with the chat history.

default intent

NLP

TruChat may not always "understand" what a visitor types in. That's where TruChat's Default Intent comes in to play. The Default Intent provides a fallback response when TruChat's AI does not "understand" a visitor's text input. A typical default intent can respond with something like: "Sorry, but I do not have an answer for that. Try rephrasing the question." Tip: Using the script builder "conditional steps," along with the "default intent responses" system variable, TruChat can rotate through multiple default intent responses for a better conversation with less visitor frustration.

delay component

Scripting

The pacing or timing of your scripted flows can be precisely controlled by setting the delay component to the right amount of time between short and long messages. Delays can be any number of seconds. Tip: when building your chatbot, initially set the delays to 1 second long, as this will speed up your testing prior to going live. Once you have the flow all set, go back into the editor and enter the proper delay times between steps.

departments

Routing

Live Chat

Chat Widget

If your organization has multiple departments, you can route chat sessions to live agents in their specific departments. This makes sure that visitors chat with the right person in the right department to address their needs.

enable

Admin

A chatbot must be enabled in order appear on the website and/or other channel. To enable your chatbot, selected enable in the TruChat management page.

export chatbot

Admin

Import / Export

Backups

To be safe, you should export your chatbot from time to time in order create a full backup of all the bot's scripted flows and intents. Exporting a chatbot is simple and fast. Just click the three dots next to the PREVIEW button in the TruChat management page and you will see an Export Chatbot button. This creates a JSON file and downloads it to your local computer. You can import this JSON file to restore the saved version at any time. Or, you can use this feature to duplicate a chatbot. Note that importing the JSON file into an existing chatbot completely replaces any and all scripts and intents in that Chatbot. TIP: you should rename the exported JSON file that you downloaded with a clear and descriptive name such as MyChatbotName-dd-mm-yyyy.json.

export intents

Admin

Intents

Import/Export

Import and Export let you reuse your existing intents. You can easily export your AI Intents to an Excel file and then import them in a new chatbot. Just click the three dots next to the PREVIEW button in the TruChat management page, then select the Export Intents option. Importing intents completely overwrites the intents that currently are in the chatbot.

fields

Scripting

Leads

TruChat allows you to incorporate custom fields into your chatbots so that you can capture valuable actionable data as needed. You can create as many fields that you need by going to the Fields option in the Administration section in the Admin. There are "user level" custom fields that are available to the individual user session and "global level" custom fields that allow all chatbots in the account to read/write data. This is great for building counters of common actions or to incorporate common data that can be quickly changed in this admin area.

file component

Scripting

Inside of a chatbot flow you can deliver a file for the visitor to access through the file component in the chatbot builder. The file is uploaded to our servers and delivered with a quick click on the link. This is a great feature to deliver eBooks or other lead magnet type offers to your visitors.

flow

Scripting

A chatbot flow or script is TruChat's logical path that is designed by the chatbot developer. It includes all the twists and turns that a site visitor can take while using the chatbot. Every chatbot flow should have main goals to accomplish in its design. A chatbot flow can include any number of scripts to accomplish all the branching that is needed to achieve the goal.

free text input

Scripting

In a chatbot, there are two ways in which a visitor can interact: quick replies or free text input. You choose which to use when you create/edit a scripted flow. Quick replies appear like buttons, which the user will click/tap on. Free text input captures the text the visitor has entered. This text can be stored in a field. Or, the entered text can be processed through the AI engine to interpret the visitor's intent and reply.

go to component

scripting

In a scripted flow, the Go-To component transfers control to another point in the flow. Usually, Go-To points to a Start Another Script step, so the flow of the conversation jumps to another script or another step in the current script. You can control the timing of the Go-To by inserting a delay before the Go-To.

history

Admin

The History section in the TruChat management page provides a listing of all chat sessions that have ended. History can be sorted by date, customer, live agent or chatbot name. Clicking through to an individual chat session gives you a transcript of the entire conversation along with important details of the session .

image component

Scripting

The image component in the Visual Flow Builder allows you to show an image anywhere in your flow or response. The image must be in one of these formats: JPEG, PNG, GIF. Animated GIFs work great, as well.

The images you use in your chatbot are automatically stored in the TruChat database in the cloud. You can update the image at any time by simply replacing it with a new image. Note that all images will be automatically scaled to fit within the chat window. Tip: Use images with white backgrounds, as they tend to look the best; you can experiment to see what works best for your chatbot.
import chatbot

Admin

You can import a TruChat chatbot from a JSON file that was exported from TruChat. The system will not accept or work with any other file. Also note that a chatbot import completely replaces any scripts or intents that are in the current Chatbot that is receiving the import. TIP: If you use custom fields in your chatbot, you may need to recreate those fields and update your scripts to match up with these new fields. Select the PUBLISH button to validate the newly-imported chatbot and report any problems it finds.

import intents

Admin

NLP

AI

Intents

You can export intents to an Excel file and then use it to import the intents to another chatbot. First, export a file of intents and use this file as a template to follow. Please note that importing an xlsx file of intents completely replaces any intent content that is currently in the chatbot. TIP: in the import file there is a column for GO TO SCRIPT. You will need to get the actual script id number to place in that column for each intent. The best way to do this is to grab the end of the url when viewing a script in the browser. A script id will look like this: "b54e0916d9d94ad5993d9a20f370851a".

integration

Integrations

In the TruChat management page, integrations represent the channels (or platforms) that you can connect your individual chat widgets to so that the chatbot that are routed to those widgets get deployed. Each available channel will detail the complete instructions on how to connect that particular chat widget.

intent response

NLP

Once the AI engine matches the user input of free text to an intent in the chatbot, the response is then presented to the visitor as the answer. The intent response can be left blank and just branch the visitor to another script in the chatbot flow. This is the usual flow of more complex responses to complicated user questions.

intents

NLP

AI

An intent represents what a user’s intention might be in asking a question or making a statement. Intents are designed to recognize and respond to whatever a visitor might type in (i.e., an "Utterance"). Each intent comprises multiple utterances (i.e., variations) and a single response. For example, if a visitor types in the utterance, “What does your service cost?” or "How much is it?" the TruChat bot's natural language processing (NLP) will seek the intent that best fits that utterance and reply as specified. To create an intent, select Add Intent and then name it something descriptive. For example, let's say you want to respond to a visitor who asks, "What's the price?" Type in an utterance that a user might say for that intent. Next, type in at least 4 variations of that initial utterance for a minimum of 5 utterances. For example, "How much is it?", "What's is the price?", "How much does it cost?", etc. We recommend creating at least 20 utterances for each intent. Finally, enter the response then click the Save Intent button.

leads

Scripting

Leads

TruChat has a contact and lead management system. You can see all of your leads in the TruChat management page. A lead is defined as a visitor who gives you their name and email address. After a chat session is complete and terminated, the lead data is save to the lead database.

list mode

Admin

Visual Flow Builder

The chatbot builder platform works in two different modes. There is a mode that is list view where the script steps are presented in a list or you can switch to visual flow builder and see the steps in a flow chart type presentation. To switch between these two options, you will just need to click one of the two icons that is located to the left of the preview publish buttons.

live agent takeover

Live Chat

A chatbot session can be monitored by your staff and at the exact right moment, they can take over a chatbot session and converse live with the visitor to close the sale or to deliver the right level of personal service to make the customer delighted.

live chat

Live Chat

TruChat is a full-featured live chat as well as chatbot platform. By combining chatbots with live chat, you can monitor your chatbots and take over a chat with one of your live support agents to deliver the best customer service. You can also have your sales team monitor the chatbot sessions and have a sales person take over chatbot sessions, so they can jump in and close the sale.

paste step

Admin

Visual Flow Builder

To make building a chatbot easy and efficient, you can copy and paste a step from one script to another, inside of the same script to duplicate the step or from one chatbot to another.

perform actions

Admin

Visual Flow Builder

The perform actions step allows you to perform specific functions such as add or remove a tag, set field value, send email, create a ticket or perform math on field values. Each one of these functions gives you tremendous power in building the chatbot that does exactly what you need to accomplish.

pre-chat/post-chat survey

Surveys

Routing

TruChat has a powerful surveying feature where you can build a multi-question survey to appear before or after a chat session. You can use the answers submitted to build up the lead's profile information. You can combine the survey results on a pre-chat as part of your routing by department settings for live chat.

preview

Admin

Scripting

As you build your chatbot, you can preview your work by clicking on the preview button. It will instantly pop up web widget in the admin screen. Make sure you have set a proper Starting Condition trigger so that you see the first screen as you intended. There is also an option to preview the chatbot after resetting the chatbot user as if it was the very first time the chatbot was run.

process through AI

Fields

Scripting

AI

When configuring user input in a step, you will choose one of the following options: save the value to a field in the system, not save the data, or to process the input through TruChat's AI. By selecting "process through AI" the system will try to match the input with an existing Intent, and, if no match is found, it will then fallback to the Default Intent Response.

publish

Scripting

In order to go-live with your chatbot, you must Publish it. Clickiing Publish will first validate your Chatbot and then publish it if there are no errors. If there are errors, they will be listed, so you can fix them before running publish again. Once your chatbot has been successfully published and has been deployed to your website and/or Facebook or other channels (using the Integrations screen in TruChat management), it will be operational.

quick replies

Scripting

The buttons that appear as choices to your visitors that answer questions or allow the visitor to choose their next step are called quick replies. These buttons can be displayed as a vertical stack or side by side in a flow. The maximum length allowed on a quick reply is 20 characters as this is a limitation set by Facebook Messenger.

routing

Scripting

Live Chat

Chat Widget

Routing in TruChat lets gives you the ability to assign new chat requests to the live agent or chatbot with allows you to have the right live agent or chatbot handle the visitor or session who is best suited or responsible for delivering the right service. Multiple chatbots or live agents can be assigned to a given chat widget. If this is the case, you must pay strict attention to the triggers built in the starting conditions so you get the right chatbot responding at the right time.

routing by department

Scripting

Live Chat

Routing by department is a very powerful feature in TruChat's live chat. Qualify each visitor using TruChat's pre-chat survey and, based on their answers, TruChat will route them to an agent within the appropriate department. For example, you can create a pre-chat survey that asks visitor if they need help with Sales or Customer Support. The system will route the visitor to the right live agent (or chatbot) set up to handle that visitors that need to chat to that department.

routing by skills

Live Chat

Tagging

Scripting

TruChat can route a visitor to the appropriate live agent or chatbot based on their specific skillset. These skills are represented in TruChat as tags. You assign tags to each chatbot or agent. Then, you build a capture routine to tag the visitor and then when they are transferred to a live agent, they will be routed to the agent that matches those skills (tag).

save user input to lead's field

Fields

Scripting

Each user input can be saved to a field in the system. You can even create new custom fields to hold values inputted as a response from the visitor. We also give you the ability to show one value for the button and save a different value into the database.

scripts

Scripting

A TruChat chatbot consists of scripted flows and intents. Using TruChat's Visual Flow Builder, you'll create scripts that lead the visitor through a predefined flow. Your chatbot can have as many scripts as needed, each having as many steps as needed. You can link your scripts together to create a sophisticated branching conversation. Scripts can be copied and pasted to save time. Scripts can be copied into the same chatbot or from chatbot to chatbot. For example, if you create a lead capture script, you can reuse this script in all your chatbots.

send email

Scripting

Another powerful TruChat feature is the ability to send an email right from the chatbot that's personalized with field values and session values. A great application of this feature is to let your chatbot send an email to an appropriate sales person containing a newly captured lead.

session values

Fields

Scripting

TruChat maintains and gives the chatbot access to many session values such as time in chat, number of interactions, IP address, page URL, and more. These variables can help define and segment leads, as needed.

set custom field

Scripting

TruChat allows you to set a value in a custom field at any step in the conversational flow. You can use this for information, segmentation, or as part of a more complex conditional operation.

show typing

Scripting

Show typing is an optional setting in the delay component to show a visitor that the chatbot is typing a response. This is a very useful feature for keeping the flow going by letting the visitor know that a response is coming.

starting conditions

Scripting

A chatbot must have a starting point that triggers the chatbot. This is called the Starting Condition. A chatbot can have multiple triggers depending on the goals of the chatbot. For example: you can trigger a different script in the chatbot based on the actual url that the visitor is currently on in your site.

steps

Scripting

TruChat flows or scripts are made up of one or more steps. There can be many ways to accomplish any given task with TruChat and steps can be very simple or have multiple actions, depending on your needs. TruChat offers you a broad assortment of customizable components, actions and other elements to let you build even the most complex flows with ease. You create and edit your flows with TruChat's Visual Flow editor using drag-and-drop to add elements like components exactly where you want them. Your scripts can have an unlimited number of steps.

tags

Leads

Reporting

Segmentation

The TruChat platform allows you to segment your visitors by using tags. You can tag a visitor either automatically or at any step in your chatbot's scripted flow. Tags can then be used in conditional steps to route conversations accordingly.

take chat

Scripting

You can monitor all active chat sessions in process from either the TruChat Management Web page or TruChat mobile app. You can then take over a chat session directly and converse live with the visitor. To use this feature, while viewing the chat, simply click the Take Chat button. This will end the chatbot session and immediately place you in the conversation with that visitor.

terminate chat

Scripting

Live Chat

The last step in your chatbot's flow should be to terminate the chat. After a terminate chat step is triggered, the chatbot session will end and the review chat form will pop up for the visitor to fill out. Tip: It's a good idea lead a customer to the terminate chat step in your script, rather than relying on them to click the (X) to end the chat session.

text component

Scripting

The most used component in a chatbot is the text component. This component is the tool to deliver the text content to the visitor.

ticket form

Chat Widget

Admin

Tickets

Another great feature of the TruChat platform is Tickets. The ticket form lets visitors create a request for support for an issue when a live agent is unavailable. You can automatically present the ticket form to a visitor if a live agent is unavailable. The ticket button appears below the Web widget. You can choose to always show the ticket form. Tickets are managed in the Work Items section of the TruChat Management page. Managers can update the status of a given ticket based upon the actions taken to address it.

time zone

Admin

Be sure to set your chat widget and agent profiles to the proper time zone. This will ensure that reporting and routing are handled properly based on the your time zone.

topics

NLP

AI

Topics comprise a group of words or phrases that should be treated similarly. By selecting "interchangeable" or "non-interchangeable," TruChat's AI learns which words are synonyms, or are part of an associated list of terms, respectively. Using Topics can make your intents more efficient.

transcripts

Live Chat

User Experience

You can provide your visitors with a transcript of their current chat session in a text file download. This is a great feature for visitors for whom you're providing detailed solutions to support issues, or other important information during the conversation The transcript download button appears upon the completion of the chat session. You can customize the header and footer in the transcript by customizing the Agent Review Form in the Chat Widgets section of the Management page.

transfer to agent

Scripting

Live Chat

The transfer to agent component lets your chatbot transfer a visitor to a live agent. You can use this, for example, in the response to an intent such as, "I want to talk to a human." The system will end the chatbot session and notify the appropriate available live agent(s) that a visitor wants to speak to a person.

trusted domains

Admin

Chat Widget

In the Chat Widget, you can lock the display of your chatbot to just the domains that you list. This gives you protection from someone posting your chatbot to a website or service you do not authorize.

unanswered

NLP

To continuously improve your chatbot, you should optimize your AI intents from time-to-time. When TruChat does not understand a user utterance, it saves that utterance in its "unanswered" list. Simply select "Chatbots" in the Administration section of the Management page, select the chatbot you wish to edit and click "Unanswered." This will list all visitor utterances that your chatbot could not answer. You then add the unanswered utterance to a new intent or to an existing one.

user input component

scripting

There are two basic ways in which visitors can interact with your chatbot: quick replies or free-text input. (1) Quick replies are buttons that move the visitor to the next point in the flow. (2) Free-text captures the visitor's text input. The user input component has many settings and options for display, action, saving, and timing. It is one of the most important components in a conversational flow.

user respond timeout

Scripting

Many components have a user respond timeout setting. This lets your chatbot check if visitor has not responded within a certain amount of time. If the visitor does no respond, the conversation can be forwarded to another step. A typical use case for this feature is when your chatbot is waiting for the visitor to enter some information, like their phone number. If the the visitor doesn't respond in preset number of seconds, the chatbot can jump to another step or repeat the request.

user variables

Scripting

Variables

TruChat user variables allow you to personalize your chatbot's responses. When your chatbot captures data from the user, it can save it in a user field. You can easily add this field inside of any text-based component. There are many standard user variables available to you. Plus, you can add your own custom fields to capture specific data from the conversation and use that data in the conversation.

utterances

NLP

AI

Utterances are input from the user that your app needs to interpret and to train the TruChat AI to extract intents from them, it's important to capture a variety of different example utterances for each intent. Active learning, or the process of continuing to train on new utterances, is essential to machine-learned intelligence that TruChat provides. Each intent should be provided at least 15 utterances and all intents should have a similar amount. When choosing utterances, be aware that what you think is a common term or phrase might not be correct for the typical user of your client application. They may not have domain experience. Be careful when using terms or phrases that a user would only say if they were an expert.

variable fallback

Scripting

Variables

Fields

When personalizing a text component, email, or other configurable component, you can insert a variable from the fields menu right into the conversation. The fallback field in the variable code will use the fallback IF there is no stored value for the variable. For example, you can welcome a visitor with a personalized greeting using their name, if you already have captured it. If not, the fallback can be "my friend". So, it would display "My friend, welcome" or "Robert, welcome" depending if the bot already captured Robert as his first name.

video component

Scripting

Rich Media

One of the TruChat's rich media capabilities is playing videos right in the conversation. You can present a YouTube video in your scripts, or in an intent in response to a visitor's question, right where it will be most beneficial to the visitor.

visitors

Admin

Reporting

Live Chat

To monitor current chat visitors, first select Visitors under the Work Items section of the Mangament page. Then, select a conversation to monitor. You can simply monitor a chat, or even take control of the conversation Live Takeover. To take over control of a chat, just select the Start Chat button. In the TruChat mobile app, simply go to Chats in the tab bar at the bottom, and then select the conversation you wish to monitor or take over.

visual flow builder
visual flow builder

Scripting

There are two modes for creating/editing scripts in TruChat: List mode and Visual Flow Builder mode. You can instantly switch between these two modes using the icon buttons to the left of the Preview/Publish button.

web widget

Integrations

The Web widget is the popup window for the TruChat chatbot or TruChat live chat that appears on your website. You can customize the Web widget so that it matches your brand's color pallet. It can be set to appear on the left, center, or right of the Web page. There are other customization settings as well. To edit these settings, go to the Chat Widgets section of the management page and select the widget you wish to edit. Note: this affects only the Web presentation of your chatbot and not how it appears on Facebook and other channels.

website code

Integrations

Deployment

To deploy your chatbot or live chat web widget on your website, you must add the custom TruChat code to each page on your website in which you want the chatbot to appear. To get the custom code, go to the Chat Widget Integrations section in the TruChat management page.

working hours

Live Agents

TruChat provides managers with powerful agent scheduling capabilities. By enabling working hours, you can set the working days and hours for each agent. TruChat will then route live chats only to those agents who are currently working. You can even assign working hours to chatbots! This lets you transfer chats automatically to a chatbot when no live agents are available, or after hours, etc.

zapier

Integrations

Zapier lets you easily connect TruChat chatbots to more than 1,000 third-party Web apps. TruChat "Zaps" start with a trigger — an event in TruChat that kicks off your workflow. Zaps automate tasks in the background, such as writing to your ticketing system, order entry, or to your CRM.

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