Learn how to create a chatbot within Orlo to automate responses and improve customer service on your website's Live Chat and social media channels. Discover how to build Metabases for specific topics to efficiently handle public queries.
Things to consider ✅
- Chatbot for your social media channels works on Facebook and X (Twitter) only.
- To create a Chatbot, users will need to be an Admin in Orlo.
Benefits 🙌
- Improved Efficiency for Human Agents- By automating responses to common inquiries, Orlo's chatbot can help resolve simpler issues, allowing customer service agents to focus on complex cases that may require more in-depth answers, leading to better customer service.
- Out-of-Hours Responses - Orlo's Chatbot can be turned on 24/7 to answer questions from members of the public, without the need to hand over to an agent if out of working hours.
In this article:
8. Adding a Chatbot to a Live Chat Widget
9. Example Chatbot Interaction
Creating a Metabase
Users will need to create a Metabase for their Chatbot in Orlo. A Metabase organises information in a way that the chatbot can easily understand and access. This often involves categorising information into specific topics and associating relevant questions and answers with those topics.
1) Navigate to the 'Settings' dropdown and select the 'Chatbot' option.
2) Click on the '+ Create Metabase' button on the right-hand side.
3) Give your Metabase a name and click 'Create Metabase'.
Building out your Metabase
Users have three ways to add information to their Chatbot's Metabase:
- Manual Entry: Topics allow users to directly input questions and answers that your bot will use. This gives you full control over each response.
- Automated Webpage/Knowledge Base Import: Save time by letting Orlo automatically extract content from an existing webpage or knowledge base. Simply provide the URL, and Orlo will analyse the page to generate topics and summarise responses for your bot. Each response will be named after the webpage title, with the original URL as the link.
- Bulk Import via CSV: Quickly create or update your Metabase in bulk by importing a CSV file. Ensure your file has columns labelled 'Name' (for the topic), 'Response' (the bot's answer), and 'Link' (optional URL) for successful uploading and data mapping.
Topics
1) To add a Topic to your Chatbot, click on the 'Topic' button on the Metabase that you want to edit, and select '+ Create Topic'
2) Users can add the name of the topic, a response to the topic, and the option to link to any webpages. Users can also choose the following options for the response type:
- Default: The chatbot will ask the user if the information was helpful and offer the option to connect with a human agent.
- Forced Handover: The chatbot will directly ask the user if they'd like to speak to a human agent about the current topic.
- Prevent Handover: The chatbot will ask if the information was helpful, but will not offer the option to connect with a human agent.
- Conversational: The chatbot will not ask for feedback but instead prompt the user for more details or context on their query.
3) Once users have filled out the topic options, click 'Create Topic'
Users can create multiple Topics in one Metabase.
Scraping from a website:
1) Click on the 'Scrape' button and add your URL for the website that you want the Chatbot to create answers from, then select 'Scrape' again to start the process.
2) Add the URL of the web page that you want to scrape from and click 'Scrape'.
Importing a CSV:
1) Users can easily upload a CSV file containing topics, responses, and links by clicking the 'Import CSV' button and confirming with 'OK'. This will enable you to select and upload the CSV file from your device.
Users can delete a Metabase by clicking on the 'Delete' button in the Metabase area.
Editing a Topic
1) Once Topics have been added, users can select the 'Topics' button on their Metabase and click on the 'Edit' button. Here you can edit the name, response and link.
2) Users can also provide additional examples to help the chatbot's understanding and learning of topics. To do this, click on the 'Examples' button and add your questions relating to the topic.
Creating a Chatbot
1) Click on the '+ Create Bot' button on the right-hand side. Here you can name your Chatbot and customise the welcome message, first question, and the option to hand over to an agent.
2) After making your customisations, click on the 'Create Bot' button to save your Chatbot.
Adding a Chatbot to your Live Chat Widget
1) To add your Chatbot to one of your Live Chat Widgets, go to the 'Manage Live Chat Widgets' area in the Orlo settings.
2) Select the Live Chat widget where you wish to integrate the Chatbot by clicking the 'Edit' button, then navigate to the Chatbot section of the page.
3) Ensure that the 'Chatbot Turned On' toggle is activated, and then choose the Chatbot from the dropdown menu to apply it to your Live Chat Widget.
Once a welcome response is created, it cannot be modified. If you wish to change the welcome message, you will need to delete the existing Chatbot and create a new one with your new welcome message, which must then be linked to your Metabase.
Example Chatbot Interaction