All Conversation Builder Automations are based upon templates. The Basic Automation Template is the best choice if you want to create a completely custom automation from scratch.

For other, more common use cases, Conversation Builder has a set of predefined, industry vertical templates that enable rapid adoption of automation.

Each conversational template consists of the following capabilities:

  • Intents associated with the use case

  • Conversational dialogs with appropriate interactions for the respective channels or end points (e.g. Web, Apple Business Chat, SMS etc.)

  • API integrations with industry leading services (e.g. Shopify in Retail) as well as brand-specific services

Template Use Cases

The following Use Cases will be provided for multiple different industry verticals.

Template Capabilities Integrations
Simple Router Welcome message with choices to route to bots or agents Route to Bots, Agents
Simple FAQ Offer detailed responses for frequently asked questions via a knowledge base of questions and answers Knowledge Base
Simple Lead Generation Capture lead’s basic contact info. Sends the captured info to email Email
Full Lead Generation Capture lead’s contact info, interest in product/service and related details. Sends the captured info to email or SMS Email, Twilio number
Order Status Shoppers can check the status of their orders with authentication via order number and name etc. Shopify

How to Create an Automation from a Template

  1. Select New Automation from Conversation Builder

  2. Choose the industry vertical and template use case

  3. Review what the template includes (dialogs, intents/entities, integrations, etc.)

  4. Configure the parts that need to be customized (API Integration details, brand voice in dialog interactions, etc.)