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.
|Concierge||Welcome message with choices to route to bots or agents||Route to Bots, Agents, Shopify|
|Lead Generation||Capture lead’s contact info, interest in product/service and related details. Sends the captured info to email, SMS or CRM||Email, phone, CRM: (Google Sheets), Shopify, (Salesforce)|
|Product Promotion||Offer detailed promotions, discounts and deals, then route to bot or agents to transact||Shopify|
|Schedule Appointments||Schedule Appointments based on store location, date and time slot and register appointments in your calendar/schedule management service||Google Calendar, (Time Trade)|
|Product Search & Shopping||Shoppers can Search and shop for products in your catalog, filter based on attributes like size etc.||Shopify|
|Checkout||Complete Checkout from Shopping Bot or Agents using payment forms like Apple Pay||Shopify, Apple Pay|
|Order Status||Shoppers can check the status of their orders with authentication via order number and name etc.||Shopify|
|Off Business Hours||Capture Shopper’s contact info and a short note, during off hours. Sends the captured info to Agent’s email, SMS or CRM||Email, phone, CRM: (Google Sheets), Shopify, (Salesforce)|
|FAQ||Offer detailed responses for frequently asked questions via a knowledge base of questions and answers||Knowledge Base|
|Gift Guide||Offer a curated guide for gift recommendations for different occasions & relationships||Shopify|
How to Create an Automation from a Template
Select New Automation from Conversation Builder
Choose the industry vertical and template use case
Review what the template includes (dialogs, intents/entities, integrations, etc.)
Configure the parts that need to be customized (API Integration details, brand voice in dialog interactions, etc.)