Morph.ai is a chat based intelligent automation tool that helps business to interact with their customers directly. It is an integrated set of modules and analytics that help you manage the entire customer journey.
Creating a bot on the Morph platform is easy and user friendly. The platform provides various features that enable to you create the conversation modules to design the flow and deploy the bot on various channels. You can also monitor all the activities happening on the bot, that helps you in testing the performance of the bot and also enables you to make future changes and upgradations.
To effectively build your WhatsApp chatbot, creating a mini checklist would help you get started. Try answering the following questions before getting started:
Exactly what is the goal for creating the chatbot? - Try to have a well defined goal. Stay focused on this goal. Anything you add to the bot should be a step towards this goal.
What are the key KPIs you have decided as success indicators? - Keep the KPIs aligned to the goal. This would help you measure the success of the bot and judge any change you make over time.
What are the steps user needs to take to complete the goal? - These steps will act as the outline of your chatbot conversation. Never start by imagining what the user might say, imagine what you want the user to say. - Think in terms of acquisition, engagement and retention.
Do you want to start with giving user a menu or want to leave it open ended and let the user ask questions? - This is a crucial decision which defines the overall structure and nature of your chatbot. - Menu gives a controlled experience while it can limit the user's experience. - Open ended conversation can help you discover what users are looking for but you might loose out on customer experience as not all queries might be handled well in early days. - A good combination of menu/examples and understanding of questions can be an optimum choice.
What type of persona does your business have? - Design your language accordingly. Maintain consistency in the language style. Use salutations, emojis, images, GIFs, memes according to the persona.
What happens when user writes something bot is not trained to answer? - These Fallbacks help you cover the edge cases and never leave the user out of options.
Once you have answered these questions for yourself, follow the steps below to build and manage your chatbot.
1) Create your Chatbot
WhatsApp chatbots can be created very easily using Morph.ai. If your WhatsApp Business Account is not approved yet, start using your sandbox account to build and test your bot. If you are building a chatbot for the first time, try having a wire-frame of the conversation on your whiteboard before starting.
This is one of the most powerful tools in Morph.ai. You will create messages here that the end user will see. Whenever you make edits to this screen and save, the changes are published in real-time. You can find additional settings here which can help you get granular control over how you want the chatbot to behave on user response. Find more about this blockhere.
When you create a conversation, you will need many elements to make a great chatbot. You might want to create custom properties to save some information or make an API call to your CRM or send an email to your team when the user takes a key step. All such things you want to do can be done using the various blocks available on Morph.ai. Know more on thesehere.
Branches help you implement conditional logic while creating your conversations. Branch is a powerful construct and would be useful in most scenarios. To know more on how to use branches, read morehere.
Whenever you feel the need to do something with your chat flow and you are not sure how to get that done, do connect with us firstname.lastname@example.org our team will help you find the best solution.
2) Activate WhatsApp Business Account on your Phone Number
While you are creating your chatbot conversations, make sure you submit your phone number and company details to apply for WhatsApp Business Account. Go toHometo follow the steps for submitting your application. Once your business gets approved, you can shift the bot you created from sandbox to your own number.
3) Submit your Template Messages for approval
Once your account is activated, you can submit your template messages for approval with WhatsApp. It takes about 48-72 hours to approve/reject your template messages. Know more about template messageshere. Read more on how to submit template messageshere.
4) Start acquiring users
When you are ready with all the setup done, you can think of how to bring users to your chatbot. There are obvious ways like publicising your WhatsApp phone number to ask people to send you message on WhatsApp. Morph.ai provides options to configure many types ofSources. You can create widgets for your website to increase organic users. You can also use a link to invite people from social channels like Instagram, Facebook etc. to click on the link. Links can be used in many other ways like in email, SMS or behind custom QR codes. Find more about different Sourceshere.
5) Follow-up and send notifications to your users
Announcehelps you send Notifications to your users. This can be used to send template messages to your users for transaction notifications, reminders etc. You can find more on the allowed categorieshere.
Only available with Enterprise Plan
Workflowshelp you set pre-defined processes for your users. This helps you send follow-ups or run conversations based on certain criteria.
Announce and Workflows are useful constructs to help you initiate communication with your users. Read more on therehere.
6) Manage your Audience in the built-in CRM
Audiencescreen acts as a mini-CRM to help you manage the users who have had a chat with the bot. You can use filters to find the right people and create segments to manage them better. You can view individual conversations and also choose to chat manually with any user. By using manual chat, you can have multiple agents chatting with your WhatsApp users at one time. This is a very useful feature in itself to provide support on WhatsApp. Find more about this screenhere.
7) Analyse the numbers
Morph.ai is designed to help you make smart choices at all steps.In-place analytics is available across many platform components like conversations, buttons etc. Audience screen also help you analyse the number of users based on a certain filter criteria. Besides these secondary ways, the primary way to analyse your chatbot is through theAnalyzescreen.
This extensive analytics tool has customisable widgets. Businesses can request for custom widgets based on their specific requirements.
Custom widget requests are available to Enterprise Plan only
You can read more on all the analytics optionshere.