Haptik Knowledge Base

How to setup WhatsApp message templates?

Published August 2nd, 2021 by Medha Anand

You can have the bot initiate a conversation with the user. This is done by sending them a pre-approved message template, previously called HSM. Whatsapp Message Templates Message templates are messages with placeholders for sending dynamic data. All templates need to be approved by WhatsApp before they can be sent to the user. You can read more a

How to access user details on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

On the MyChats page, agents can check the User Details tab on the right-hand side of the screen. These details are collected from the user in the user journey on the bot. The following user details are visible to the agents - Name Email Phone Country Timezone Platform There is a small Show More option that expands the User Details section. You can u

Conversation Studio FAQs

Published July 28th, 2021 by Medha Anand

1. How to capture the user's location on the bot? There are two public entities present to capture user's location origin_lat and origin_lng. When the user's select a location on the map, the bot captures the longitude and latitude of the user's location. Add a button HSL and select the Button Type as Open Screen. Then select the Screen to open as

Introduction to Conversation Design

Published July 26th, 2021 by Medha Anand

Welcome to Conversation Design . As per a Gartner report, 70% of white-collar workers will interact with conversational platforms on a daily basis by 2022. But success for any conversational platform depends heavily on the Conversation Design that goes behind the functioning of that platform. Hence, before you begin to build your Intelligent Virtual

How to create HSLs in Code Editor?

Published July 28th, 2021 by Medha Anand

1. Display a static HSL element - You can use HSL's (Chat Elements) to display different elements on the bot, such as carousels and buttons. To display HSLs using code step, we first have to copy the HSL from any static step, with the required elements such as a button. The procedure to copy an HSL is mentioned here . Change the True and False flags

How to handle Agent Transfer?

Published July 26th, 2021 by Medha Anand

Agent Transfer Definition: If the bot fails to understand a query, the bot can transfer the chat to a human agent. This form of escalation is what we call an Agent Transfer. Why? Complex queries and frustrated customers are better handled by humans. Bots cannot be expected to know everything about the domain and having agents on hand is a good way t

How can the agents access user details and use the external tools?

Published August 2nd, 2021 by Medha Anand

On the right-hand screen of the screen, agents can - View User Details Use External tools View Previous Conversations View Notes User Details Understanding the basic details of the user like Name, Phone Number, Email, etc, helps agents understand the background of the user and help users better. This section gives us all those details about the user

What are the security protocols to follow for using APIs?

Published August 2nd, 2021 by Medha Anand

Due to the critical and confidential nature of the data being exchanged, all clients must adhere to the stated rules for implementing a webhook to eliminate potential risks. Webhook Requirements Your webhook should meet the following minimum performance requirements Must be an HTTPS endpoint Respond to all webhook events with a 200 OK Respond to all

Thread control APIs

Published August 2nd, 2021 by Medha Anand

[API] Fetch listeners Endpoint type POST required true provider TRACT caller ECT url /tract/thread_control/listeners/ encoding application/json Request parameter type required description user_id str true Associated user ID Response parameter type required description listeners List[dict] true List of listeners on the given thread [API] Thread mana

How to configure Bot Break messages?

Published July 28th, 2021 by Medha Anand

Bot Break Messages This is the message that will be sent to users when the bot breaks. Every time a user asks a query to the bot, the bot responds. But, there are certain queries for which the bot is not trained, or the query is too complex for the bot to understand. At such times, the bot would send a Bot break message. It is a generic message tha

How to access Chat Links?

Published August 1st, 2021 by Medha Anand

What are chat links? Chat links are the conversation is between the user and the bot or between the user and a live agent, chat links can be shared across with anyone. There are scenarios where we need to analyze the conversation, chat links are extremely useful in this case. What all information do chat links contain? Chat links have - All conversa

How to delete an entity?

Published July 28th, 2021 by Medha Anand

You can delete an entity from the particular step by clicking on the delete icon present beside the entity name. Once you delete an entity from the Bot Response section, the entity will be removed from the bot too.

How to configure General Settings?

Published July 28th, 2021 by Medha Anand

General Settings is the page where you can do some basic changes to your bot like making changes to business name, enabling human assistance, or enabling user feedback, and so on. You can navigate to the General Settings page, as shown below - General settings These are some basic details of the Business. Business Name: This refers to the overarch

FAQs on Zendesk

Published August 2nd, 2021 by Medha Anand

1. How are the users intimated when a conversation begins and ends with an agent? When an agent completes a chat, Agent left the message gets displayed to the user. 2. What happens when the agent is not accepting the chat and the user responds "Hi" again? The bot will respond as per the user journey designed, and whenever Agent accepts the chat and

Glossary

Published July 14th, 2021 by Medha Anand

API - A software intermediary that allows two applications to communicate. In the context of Conversation Studio, bot builders can use APIs to connect data from another application to a chat flow. Button - One possible bot reply format. A button represents a single task that bots can deploy to prompt users to navigate in one of several directions. C

What are the basic building blocks of Conversation Design?

Published July 26th, 2021 by Medha Anand

Understand Business Requirements Like any other software project, it’s important to first understand the business problem that the virtual assistant is supposed to solve, along with the expected outcome for the end-users. This helps the Conversation Design champion the users’ needs and also helps to safeguard against expectation-to-end result mismat

What is User Message?

Published July 27th, 2021 by Medha Anand

User Messages are the inputs from the user that the bot needs to understand. It is important to add and train the bot with a variety of different sample User Messages for each Step so that the bot can identify the correct intents and extract entities from the user utterance. Whenever a user sends a message, the bot tries to understand what the user

How to build Multilingual bots?

Published July 28th, 2021 by Medha Anand

A multilingual virtual assistant i.e. a bot that can converse with users in multiple languages, can be a tremendous asset to any organization. You can create these multilingual virtual assistants under the Linguist Pro plan. Why do we need a multilingual bot? IVAs enable you to interact with your customers in a smarter, faster, and more engaging way

What is Static step Integration?

Published July 28th, 2021 by Medha Anand

Introduction Once a particular step has been detected and the mandatory entities have been collected, these entities can be used to execute your own business logic by passing them to the APIs using Static step Integrations tab. Using Integrations under Static step A step can be configured to call an API once the required entities have been collected

How to deploy a bot on my website?

Published August 1st, 2021 by Medha Anand

Introduction The Haptik Javascript SDK is a completely modular conversational interface. It renders a complete chat experience that can be easily integrated across different web environments. The footprint is tiny, it supports SSL, and works asynchronously – so it won’t block your website. Prerequisites Before Integrating the SDK make sure you have

What are the SDK customization methods available?

Published August 2nd, 2021 by Medha Anand

Client Accessible SDK When the SDK loads, it exposes a Javascript SDK. This Javascript SDK can then be used to programmatically control some of the behavior of the SDK. Event Listener In order for these methods to be accessible, the SDK needs to load first. The SDK emits a custom event to notify any/all subscribers that it has loaded. document.addEv

How to get Support?

Published July 14th, 2021 by Medha Anand

At Haptik, we are committed to delivering enterprise-class support with your success in mind. Whether you’re an experienced user, or just getting started, our global support plan is designed to help you find the quickest path to resolving any product or technical query that you may have. Keeping that in mind, you will have direct access to our Solut

How to enable auto-suggestion?

Published July 27th, 2021 by Medha Anand

You have to enable autocomplete feature manually on your bot. There are two steps to make Autocomplete feature live on a bot - The bot builder needs to flag (refer to the image below) particular user messages a sentence on every start step. And this sentence will be suggested as user types in the message composer. This control is provided to sugges

What is the difference between Mandatory and Non-mandatory entities?

Published July 28th, 2021 by Medha Anand

Mandatory and Optional Entities The intent is the desired outcome of the whole user utterance, while entities are data extracted from the user utterance. Intents are mandatory as they are important pieces of the puzzle to identify the user action or goal. Entities are optional. You do not need to create entities for every step in your bot, but only

Using conversation_details variable

Published July 28th, 2021 by Medha Anand

Conversation Details conversation_details is a variable, that acts as a common store between all the code steps. The data stored in conversation_details is shared between all the code steps in the bot. Data stored in this context variable will be saved at a conversation level for a given user. This means that the data will only be available till the

How to create dynamic bot prompts?

Published July 28th, 2021 by Medha Anand

Dynamic Bot Prompt Triggers Dynamic Bot Prompt Triggers change based on the user's activity on the webpage. How to create Dynamic Bot Prompt Triggers? 1: Add it to your HTML code To set up the Bot Prompt when the user hovers on a specific field or area of the webpage, you will have to set which Bot Prompt needs to get triggered. When the user hove

How to customise my website bot?

Published August 2nd, 2021 by Medha Anand

Customizing the SDK The SDK can be configured in a variety of ways to fit in seamlessly with the overall experience of the parent application. These settings can be configured in the Business Manager section of the Bot Builder. Bot Builder → Your Business → Account Specific Settings → SDK Configuration Warning Custom CSS does give you the capability

Appendix

Published August 2nd, 2021 by Medha Anand

Device platforms ID Name 2 "Android" 3 "Facebook" 4 "Jio" 5 "WebSDK" 6 "iOS" 9 "Voice" 11 "Kookoo" 12 "Phonecom" 13 "Webhook" 14 "WhatsApp" 15 "Jio Connector" 16 "IVR" 17 "ISON" 18 "JIO IVR" 19 "SMS Gupshup" 20 "Netcore" 21 "Google Business Messages" 22 "Sunshine Zendesk" Event types Category Subcategory Trigger via Description collection_state bot

How to build voice bots?

Published July 28th, 2021 by Medha Anand

What is a Voice bot? Voice is an efficient mode of communication because of its speed, accuracy, and effortless measures. A voice bot diminishes the user's attempt to type out a message and leads them to have a hassle-free conversation with the bot. A voice bot primarily uses voice/audio as an input for communication. Once the voice option is enable

How to use Help section?

Published July 14th, 2021 by Medha Anand

Haptik has multiple tools like Conversation Studio, Smart Agent Chat, and Intelligent Analytics. All of these tools have numerous features that help us create a Bot for our business, and analyze it. You can add various functionalities through these tools. But what if you get stuck somewhere or you want to know about a particular feature in more dep

What is Salesforce Integration? How to set up Haptik and Salesforce Integration?

Published August 2nd, 2021 by Medha Anand

Salesforce is a prime choice for most businesses to handle their CRM, manage data, and many more activities. Customers who use Salesforce Service Cloud for providing support can leverage Haptik IVA’s integration with Salesforce products to provide a unified automated support experience in one interface. With this integration, users can chat with age

How to analyse on Google Business Messages?

Published August 2nd, 2021 by Medha Anand

Intelligent Analytics by Haptik empowers teams to get a comprehensive overview of how the IVAs are performing. Get in-depth insights into how users interact with your IVAs, identify problem areas or features that can be improved, and also collect first-hand user feedback about your IVA experience in real-time. The user messages/conversations with hi

Creating a Output Step to Static Step Connection

Published July 27th, 2021 by Medha Anand

You can transition from an output step to a static step based on User Messages or Entities. This functions the same way as Static to Static Connection. You might want to transition from one static step to another based on the user's input to branch into a different information collection flow. The connections you create can prompt a user to trans

What are Chat links? How to share Chat Links?

Published August 2nd, 2021 by Medha Anand

What are chat links? Chat links are the conversation is between the user and the bot or between the user and a live agent, chat links can be shared across with anyone. There are scenarios where we need to analyze the conversation, chat links are extremely useful in this case. With the help of chat links, we can access the chat transcripts for a part

What is a Code Step? How to use a Code Step?

Published July 28th, 2021 by Medha Anand

What is a Code Step? The purpose of a Code Step is to take the input collected from the static and use custom code to perform business logic on it. The advantage of moving this to a separate step is that it helps you in separating out the code and non-code features of bot building. The Code Step takes the input from the static step in a JSON format

Haptik Release Notes April - June 2022

Published June 17th, 2022 by Medha Anand

Below is the list of all product releases from April to June 2022. 1. Click to Haptik Using Click to Haptik, we can have Conversational Assistants integrated with Ads. Conversational Ads essentially allow a business's potential customers to start a conversation with the brand. When a user clicks on the ad, they can instantly start a conversation wi

Creating a Code Step to Output Step Connection

Published July 27th, 2021 by Medha Anand

You can transition from a code step to any output step basis a set of rules/conditions applied on the output JSON from the code step . Transition Basis Rules on Output JSON: You can apply a combination of rules combined by either AND or OR to traverse from one step to the other. You can add rules in the following way: Click on the connection betw

Steps to create a WhatsApp Bot

Published August 2nd, 2021 by Medha Anand

In this section, we will see how to begin the designing of a WhatsApp bot, how to build the bot on the Conversation Studio tool of Haptik Platform and how to deploy the bot so users can start sending messages to your business. Design the bot Well, when it comes to creating a WhatsApp IVA, the first and foremost consideration is design. There are a l

How to edit user messages?

Published July 27th, 2021 by Medha Anand

Actions for User Messages You can edit, flag, or deactivate the user messages added in the User Messages section of the step . To edit the user messages, you can directly start to make changes. When you flag a user message, that particular user message appears as an autocomplete suggestion to the user. Read here to know more about auto-suggestions.

How to copy a Step?

Published July 28th, 2021 by Medha Anand

Copying a step is similar to that of Skill. The only difference is that this functionality will copy only the selected step rather than the entire Skill. Copying on step be done as follows: Paste a Step: Select the Skill where the step needs to be pasted Upon clicking the, select the option to Paste Step Upon successful completion, you will be able

What does the Agent Daily Statistics mail about?

Published August 2nd, 2021 by Medha Anand

Agents receive their daily statistics over email at the end of the day. This mail talks about all important metrics pertaining to the conversations held throughout the day. This is the sample mailer which goes - Hi <Agent-name>, Please check your statistics for the day <Date> below - Chats received: Total number of conversations that the

What is Output Step?

Published July 26th, 2021 by Medha Anand

Purpose and Subcomponents of Output Steps The purpose of the output step is to take the JSON output from the code step and build a dynamic bot response that uses parameters from this output in the HSL. Bot Builders can take advantage of an easy-to-use JSON picker in the bot response section to build the HSL using parameters from the output JSON. T

Management APIs

Published August 2nd, 2021 by Medha Anand

[API] Register webhooks Haptik will call provided webhooks with events as they occur. You can register multiple webhooks, one for each type. Endpoint type POST required true provider TRACT caller ECT url /tract/hooks/register/ encoding application/json Request parameter type required description category str true Webhook event category subcategory s

How to analyze Team Data on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

How to analyze Team metrics? View Team level statistics View Agent level statistics Set duration You can filter the summary and agent metrics by Custom time or Custom date. Refer to the image below for how to check hourly/daily Team analytics. Tip: You can choose hourly slots on a date in the Time picker to get the metric values for the chosen Date

How to use entity flusher?

Published July 28th, 2021 by Medha Anand

Using Entity Flusher When the user switches context by typing something in free form in between some conversational flow that has not ended, the old entities are not cleared. In such scenarios, you can use entity flusher function. How to use Entity Flusher? Step 1: Add integration.utils.lead_campaigns.generic_entity_flusher function under the In

Which information is sent as Webhook Payload?

Published August 2nd, 2021 by Medha Anand

The Haptik Platform sends an event to your registered webhook under the below situations: - Bot replies to a user message - An agent replies to a user message via our agent chat tool. - Client integrates our API to send messages to a user. The payload sent to your registered webhook will always be in JSON. Parameters Property Name Description versio

How to do Conversation Design Review?

Published July 26th, 2021 by Medha Anand

Content Design Review We recommend that you build one or two flows from your design in order to help you visualize the bot and fix any UX misses as soon as possible. This is an iterative process. Pick one or two flows from your design and check the following - The look and feel of the bot. Are the brand colors right? Are the Bot Personality and Avat

How to use Skill Analysis on Intelligent Analytics?

Published August 1st, 2021 by Medha Anand

You must already know that Skillsets are sub-components within a created bot. In our Intelligent Analytics tool, you can click on "Skill Analysis" to analyze any bot's performance on a Skill level. Start by selecting a specific business and the custom date range. And then you can see a data table and donut chart(s). Data table You get a list of all

How to deploy a logged-in bot on my website?

Published August 1st, 2021 by Medha Anand

Introduction User authentication on the SDK is disabled by default. Whenever a user opens the SDK for the first time, a new anonymous user is created. This user's login id is stored in the application stored locally on the device. This is ideal for chatbots that are either informational in nature or where user identity is handled by a 3rd party prov

Creating a Static to Code Step Connection

Published July 27th, 2021 by Medha Anand

The transition from a static step to a code step happens automatically once all the required entities are collected. However, if the static step is connected to another static step and has a user message or entity based transition and the condition for these transitions get satisfied then the transition will happen to the connected static step

How to migrate to the new Whatsapp Message Templates?

Published April 4th, 2022 by Medha Anand

What is this migration for? The Whatsapp HSM Notifications (now Message Template) API has undergone the following changes and needs action on the items below on/before 30th April 2022 from your end to ensure notifications continue to be sent to end-users without any disruptions. whatsapp/notification API is now deprecated, and its complete support

How to use entity values on code step?

Published July 28th, 2021 by Medha Anand

Using Entities on Code Editor The information which is collected from users on the Static Step, in the form of entities, can be used on Code Step to fetch user-related information. The connection is automatic from Static Step to Code Step i.e. whenever the user provides all the mandatory entity values, the following Code Step gets triggered. In orde

How to set up SETU integration?

Published August 2nd, 2021 by Medha Anand

SETU provides APIs for businesses that help their users to complete payment transactions securely i.e. it helps businesses to collect payments on 400+ UPI and banking apps like PhonePe or GPay; and other offline channels. There are 2 approaches to consume SETU APIs - You can proactively send notifications to your users to complete their payments.OR

How to analyze chats on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

As the Team Lead, you can - Analyze closing categories Analyze time and chat statistics Analyze agent performance Closing Categories Closing categories will help you analyze the volume of types of queries the bot is receiving from the users. Click here to know more about analyzing Closing Categories. Team Analytics In the Team Analytics section, you

How to display output using Output step?

Published July 28th, 2021 by Medha Anand

Using Output step to display Output One Code step can be connected to multiple Output steps. Depending on the conditions provided while making a connection, the Output step gets triggered. To know more about conditions to connect Code step to the Output step, click here . You can directly use the variables defined in the Sample Output JSON format to

Using Environment variables

Published July 28th, 2021 by Medha Anand

You can set environment variables for the code executor to store values like database username and passwords that you don't want to expose inside the code. The environment variables are stored at a bot level. This means that variables stored in one step are automatically available to all steps inside the bot. You can set these variables by opening t

What is a Local entity?

Published July 28th, 2021 by Medha Anand

If you are creating a new entity, then that is called a Local Entity or Private Entity. At times, we might want to have certain use cases achieved, that cannot be achieved from the pre-defined set of entities, or there are no entities available for those particular use cases, and that is when we create a local entity, as they are specific to your bo

What is Form Builder HSL?

Published July 27th, 2021 by Medha Anand

Whenever the input is expected from a user in a structured format, it's best taken in a form. For example, an address would be best taken over form with 3-4 fields. Forms should have a minimum of two fields or else it would not make sense to use forms. For example, when you want to ask users their Name, Phone, Email, and Address to register on your

Thread control (TC)

Published August 2nd, 2021 by Medha Anand

Note Please refer to actors for the values of the abbreviations used. What is thread control? Thread control is a way of assigning ownership of a chat conversation (a.k.a. "thread") to a chat tool capable of responding to a CEU. The thread control protocol allows for multiple ECTs to be able to respond to a given chat form a CEU, in conjunction with

How to re-enable Webhook if it gets disabled?

Published August 2nd, 2021 by Medha Anand

Enable Webhook via REST API If the webhook is automatically disabled by Haptik due to mentioned reasons. You will have to use this API to enable the webhook again via a POST request to the Haptik Platform. The URL to enable webhook will be generated on the Haptik Platform Dashboard. URL https://**************/v1.0/webhook/ Headers Authorization: Bea

How to configure Small Talk section?

Published July 28th, 2021 by Medha Anand

Small Talk SMALL TALK is used to provide responses to casual conversation. This feature can greatly improve the user experience by making the IVAs more chatty and covering common questions that may not relate to your IVA's intents. What is SMALL TALK? Other than the stories you create for your particular bot flows, SMALL TALK will be a default story

TRACT Security

Published August 2nd, 2021 by Medha Anand

Signing management requests Few management APIs require requests signed by the ECT for authentication and authorization. Note: This is required only for issuing JWTs and listing ECT clients. All other APIs do not require this. These APIs include: JWT issuing APIs Client enumeration APIs Verifying that the request was sent by ECT To verify that a req

What are the different integration parameters?

Published July 28th, 2021 by Medha Anand

Introduction In this section, we will take a look at the request and response parameters that are passed to the integration functions. These parameters are passed as request data to the API integrations and are passed as function parameters to the main function in custom code integration. Request Parameters { "step": "system name of the step", "even

How to execute the Code Step?

Published July 28th, 2021 by Medha Anand

In order to execute the Code Step, you will have to first save the code. You can save it by selecting the Save button, prior to executing it. Once you have saved your code, you can now run the code by selecting the Run button. But, before you run, you will have to pass some data in Sample input data (JSON). This sample input has details on user_id,

How to use Preview and Publish?

Published July 28th, 2021 by Medha Anand

When and Why to use the Preview & Publish option? Once the bot is ready and needs to be taken live on the production environment, that is when you need to use the preview and publish option. On clicking the Preview and Publish button, the bot is made available in the production environment as well. Staging is our Development environment and Pro

How to publish the Business Manager?

Published July 28th, 2021 by Medha Anand

Publishing your Business from Staging to Production The Business Manager is responsible for the configuration of multiple key characteristics of the bot such as the appearance of the bot, bot break messages, deployment settings, bot prompts, and task boxes. Hence, the business needs to be published in the production environment. You can click on the

How to create Whatsapp message templates?

Published April 4th, 2022 by Medha Anand

To create Whatsapp message templates, you first need to get access to the Facebook Business Manager Tool of the business. If you don't already have access, you can speak to your Haptik SPOC and they would guide you to get access. Once you have access, you can go to the Message Templates section of the Business Manager tool and create your message te

Introduction to WhatsApp Bots

Published August 2nd, 2021 by Medha Anand

WhatsApp helps more than 1.5 billion people connect and share with the people they care about. WhatsApp is a simple, secure, and reliable way for businesses to reach their customers all over the world. The WhatsApp Business API Client supports a subset of the features provided by the WhatsApp applications you already know from Android, iOS, Web, and

What does the Dialogue Manager do?

Published July 28th, 2021 by Medha Anand

Dialogue Manager is the decision-making engine of the conversational pipeline. Since the conversational engine consists of multiple modules, the Dialogue Manager makes a choice on what’s the best module to respond to the user's query. Some of the modules present in Haptik’s conversation pipeline are - Graph Steps, FAQ Steps, Small Talk, etc. Dialogu

UI Elements Comparison on various channels

Published July 28th, 2021 by Medha Anand

The below table will provide an insight into different types of elements that are supported on various channels. Element Haptik Web SDK WhatsApp Fb Android/iOS Twilio GBM Zendesk Telegram Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Display Document ❌ ✔️ ✔️ ❌ ❌ ✔️ ✔️ ✔️ Accept Document ✔️ ✔️ ✔️ ✔️ ❌ ❌ ❌ ✔️ Emojis ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔

Introduction to ECT

Published August 2nd, 2021 by Medha Anand

Third-party agent chat tool (TRACT) Integration TRACT extends our system to allow interfacing with third-party agent chat tools. This document defines the interfaces used to integrate with the third-party tools to - Allow third party agent chat tools to interoperate with Haptik IVAs Allow Haptik to act as a proxy and handle thread control for third

Understanding different UI elements

Published July 26th, 2021 by Medha Anand

This section is a collection of general good practices to follow while designing the core utility of your bot. This includes everything from our content cheat sheet to UI elements to handling bot errors. We recommend that you read this entire section before you start designing your user journey. Pick your goal Now that you know how your bot will be

UI elements supported on Google Business Messages

Published August 2nd, 2021 by Medha Anand

Using Chat Elements (HSLs) for Google Business Messages 1. Buttons Maximum of 4 buttons can be added on the IVA. There is a character limitation of 25 characters (including spaces) for each button. The buttons only support Text. The Buttons HSL gets rendered as Quick Replies on the Google Business Message screen. Adding button on Conversation Studio

How to build an FAQ bot?

Published July 26th, 2021 by Medha Anand

What is an FAQ bot? Before we start designing, let's start by asking what is an FAQ bot? Why do clients need it? To start with companies want to botify existing FAQs often represented on corresponding sections on a website. They want to absorb an FAQ section of a website and convert that into a bot, one which is easily accessible and quickly develop

How to monitor chats on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

As a TL, you can monitor the ongoing chats taking place between the bot or the agent and the user. This will help you see if the chats are being handled properly by the agents or the bot. If you find a user who needs human assistance, you can directly reassign the chat to an agent using the Chats section. There are two ways you can monitor the ongoi

What is Raw JSON/Text HSL?

Published July 27th, 2021 by Medha Anand

Let us first understand what a JSON is. It is a specific format in which you can send data in key-value pairs. The values we send through JSON can be of the data type - Number, String, Array, etc. JSON follows this format - { "name": "Daniel", //string "age": 28, //number "phone_number": ["9988667711","9988776611","9988554433"], //arra

How to set up Closing Categories?

Published August 2nd, 2021 by Medha Anand

When an agent closes a chat with a user they have to select a closing category and reason for closing the chat. They can additionally add notes about the conversation. This data is useful to understand the types of requests users are making, the categories of questions the bot can't handle. Additionally, the conversation notes help any other assista

What is Currency Entity?

Published July 28th, 2021 by Medha Anand

A Currency Entity is meant for matching amounts of money with an indication of a currency type like, "50 rupees", "three hundred and fifty dollars". It returns an object type value consisting of two attribute-value pairs: User Message Entity captured I want to pay 50 rupees for the form {"unit": "rupees","value":"50.00"} I want to transfer three hun

What is a Raw Chat Link?

Published August 2nd, 2021 by Medha Anand

Raw Chat Links are types of Chat links that contain all the details about a chat that was transferred from the bot to an agent. These Raw Chat Links will help you analyze the events that occurred from the time when the user response was I want to chat with an agent till the time when the agent closes the chat and marks it as Complete. Where to find

FAQs on Whatsapp

Published August 2nd, 2021 by Medha Anand

1. Image not loading intermittently on WhatsApp WhatsApp sometimes caches the images on its servers because of which you may not see the images getting loaded each time. Please follow the steps below to mitigate the issue Add a random GET parameter in the request URL for each image. Example below Old Image Link: https://www.haptik.ai/abcde.jpg New I

What are the properties of HSL?

Published July 28th, 2021 by Medha Anand

This doc will describe the various valid attributes and their values that can be used while generating the HSL JSONs as and when applicable. HSL Data Attribute/Parameter Descriptions The data part of the HSL holds most of the complex information enabling us to create complex chat elements. The data varies for every different type of the HSL. Before

Intelligent Analytics FAQs

Published August 1st, 2021 by Medha Anand

1. Is the 24-hours window for calculating a conversation configurable? No, the 24-hours window is not configurable. 2. If the conversation is assigned to an agent, do we close the conversation when the agent marks the Chat Complete? If the conversation is assigned to an agent, the agent can complete the conversation by clicking on Chat Complete, aft

What are Carousel HSLs?

Published July 27th, 2021 by Medha Anand

This type of chat element helps you build a carousel of elements. Each of these elements can have a thumbnail image, title, subtitle, description and buttons. You can use this type of chat element by clicking on add a chat element and then selecting carousel. Inside the carousel menu we can edit the size of the carousel and also set the aspect ratio

Formatting options for Bot Responses

Published July 27th, 2021 by Medha Anand

Using Entity Values inside bot responses You can use the value collected in the entity inside your bot responses to personalize the messages. For example: if you collect the user's name using the person_name entity and you want to use it in the Final Response, you can use the name as shown below - Using Simple Entities in bot responses To use the en

Using logger support for debugging

Published July 28th, 2021 by Medha Anand

Logger support in Code Executor You can use the standard python logging library inside the code editor. See the below snippet for reference import json import logging logger = logging.getLogger() logger.setLevel(logging.INFO) def main(event, context): final_response = {'status': True} logger.info(final_response) response = {'statusCode': 200, 'body'

Creating a Static to Static Connection

Published July 27th, 2021 by Medha Anand

You might want to transition from one static step to another based on the user's input to branch into a different information collection flow. The connections you create can prompt a user to transition from one step to the next in the following three ways: 1. Transition based on messages sent by the user (User Messages based Connection): This is w

Using external packages in code step

Published July 28th, 2021 by Medha Anand

Supported Packages Default - List of Packages here Extra packages - chardet-3.0.4 gspread-3.1.0 httplib2-0.13.1 idna-2.8 mysqlclient-1.4.2 oauth2client-4.1.3 pyasn1-0.4.6 pyasn1-modules-0.2.6 pytz-2019.2 redis-3.2.1 requests-2.22.0 rsa-4.0 six-1.12.0 unicodecsv-0.14.1 urllib3-1.25.3

What is AI Recommendations on Intelligent Analytics?

Published August 1st, 2021 by Medha Anand

Introduction Intelligent Analytics is the tool that provides information about how your IVA is performing. It also provides feedback on your IVA and points out the problem areas. Using these learnings, you can improve conversations & interactions that users have with the IVA and take better decisions to build a superior user experience. AI Recom

Smart Actions for Bot Responses

Published July 27th, 2021 by Medha Anand

Smart Actions There are 3 smart actions available {} - This can be used when you want to skip any message. This is vastly used in Final Response when you want to skip this message. {taskbox} - When the user reaches a Step where bot responses are {taskbox}, the bot opens up the Menu. {feedback} - When the user reaches a Step where bot responses are {

How to implement Data Export?

Published August 1st, 2021 by Medha Anand

You might want to view and analyze the complete customer support journey of your bot in comparison to other customer support touchpoints such as email, telephony. Or, you might want to see historical data of conversations that happened on your bot. Here's where Data Export helps us to send this data over to you. This feature is available under Analy

How to send payment links using SETU APIs?

Published August 2nd, 2021 by Medha Anand

When you want to send payment links to the users between a conversation on a bot, you can use SETU APIs. The Fetch Bill and Send API is used to fetch a bill from Setu Collect Integration and send it across to the users. API endpoint - https://prod.setu.co/v1/message/bill/fetch Create an OAuth token to use the APIs. Read here to know more about gener

How to send payment notifications using SETU?

Published August 2nd, 2021 by Medha Anand

SETU uses Interakt APIs to send payment notifications to the users; one for acknowledgment and one for sharing payment links. These are the default and approved HSM templates - Template for Payment Acknowledgment Template for Share payment link The Pay Now button will open the UPI app. In case you want to change the templates, please contact your Ha

What is Word Analysis on Intelligent Analytics?

Published August 1st, 2021 by Medha Anand

This section will show which words caused the IVA to break the maximum, top IVA break topics, thereby enabling businesses to optimize chat flows for a better user experience. Word Analysis helps you know the keywords/phrases which the bot was not able to understand in the user's messages, resulting in a bot break. What is a Bot Break? Bot breaks are

What are Button HSLs?

Published July 27th, 2021 by Medha Anand

Buttons do not disappear after clicking on them. This is useful for menu-like buttons which the user can click multiple times. Also in some cases, you might want to do more than just sending a text message with the tap of the button. For example, you might want to add a button to make a phone call or send an email. In such cases, you can add persist

What is our SLA agreement?

Published August 2nd, 2021 by Medha Anand

We guarantee that 99.9% of the time the Covered Service will successfully receive and respond to API requests on the production environment. The following definitions apply to the SLA: "Covered Service" means Haptik's end user chat experience. Bot Builder, Analytics and other development tools are not covered under this SLA. "Downtime" means more th

What are Independent Responses under User Messages?

Published July 27th, 2021 by Medha Anand

Independent Responses When you create a Start Step to get detected at the beginning of a conversation, then you need to add the corresponding user responses for the step under this category. For example, in a lead gen bot as below, you would add the following User Responses on the “Show Services” step and “About Demat Account”. Show Services Abou

How to integrate an external bot with Haptik's Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

Why? There might be times when there is an existing bot with a flow already built on another platform or through custom code. It is possible to connect this external bot flow to the Haptik tools through the bot builder tool. Stages to integrate Using Webhooks This is a straightforward method where the client can integrate with Haptik's tool using si

How to use different reports from Analytics Dashboard?

Published August 1st, 2021 by Medha Anand

Intelligent Analytics tool has an option for users to download reports as per the customized time range and in real-time. The below table shows all the information you will be able to download from the tool. Report How does it help? Where on Analytics? How will you receive it? AI Recommendation Reports Understand which intents can be added to the bo

What is a Business?

Published July 28th, 2021 by Medha Anand

What is a Business? Every time you create a bot, a new Business gets created. A bot always has a Business tagged to it. User always talks to a Business. All configurations related to a bot are done under the business ranging from the look and feel of the bot to the deployment channels of the bot. Business creation A business gets created automatical

Why do I have to train the bot?

Published July 27th, 2021 by Medha Anand

The User Responses added to the step above are processed using various Machine Learning algorithms to generate the models. These models are then used on the User’s every message to select the step which matches the requirements. Once the user messages, the bot responses, entities, and integrations are added to the steps, you can TRAIN the bot. Tra

What are Image HSLs?

Published July 27th, 2021 by Medha Anand

This option allows you to send an image as a response to a user query. You can configure this by clicking on the Add a chat element link and then selecting Image. After choosing Image as the chat element option you have several configuration choices. You can select the size and set the aspect ratio for the image. You can then add a text message to b

What are the different APIs that can be used on Conversation Studio?

Published July 28th, 2021 by Medha Anand

Move a chat to pending This API allows you to move chats for a Bot to an Agent via a POST request to the Haptik Platform. Example URL: https://<base-url>/integration/external/v1.0/send_chat_to_agent/ Note: The base-url will be provided by Haptik at the time of integration. Headers Authorization: Bearer <TOKEN> client-id: <CLIENT_ID>

Using user_details variable

Published July 28th, 2021 by Medha Anand

User Details The Data that is stored in this context variable will be saved at a user level and will be available for all the conversations that the user has. Data inside user_details will be available across bots and businesses as long as the underlying user is the same in the database. This context variable should be used for storing permanent det

What is Bot Response?

Published July 27th, 2021 by Medha Anand

Once you've completed the User Messages component of a step , you'll need to define the step's Bot Response section. Bot Response is where a step stores the replies that are sent in response to the user's message. This section is also used to configure the Entities that this step should collect from the user. If you don't know what an Entity is,

Providing sample input in the code step

Published July 28th, 2021 by Medha Anand

The code will be executed using the sample input data and the output and logs will be shown at the bottom of the code executor window.

What are Connections?

Published July 27th, 2021 by Medha Anand

Connections represent the path a conversation takes from step to step . Depending on the response a user inputs to the bot, they traverse down a different connection to the appropriate next step . Bot builders must modify every connection they create to indicate which user inputs correspond to which steps. How to create Connections? You can create

What are the types of API integrations available on a bot?

Published July 28th, 2021 by Medha Anand

What are Integrations? Integrations allow you to connect your IVA to external services to perform dynamic operations like fetching data, posting data, or performing some business logic over the collected entities from the IVA. Types of Integrations Haptik's Conversation Studio tool supports two types of integrations. They are Integrations via Code S

How to integrate an external bot?

Published July 28th, 2021 by Medha Anand

Why? There might be times when there is an existing bot with a flow already built on another platform or through custom code. It is possible to connect this external bot flow to the Haptik tools through the Conversation Studio tool. Process to integrate 1. Create a bot on Conversation Studio The first stage is to create a new bot on the Conversation

How to add canned responses?

Published August 2nd, 2021 by Medha Anand

Canned Responses help agents send rapid and apt responses to the users. The Team Leader can upload the Canned Responses for the team from the Canned Responses section. How to add Canned Responses? Click on Canned Responses as shown below - You can either add Canned Response one by one or upload multiple Canned Responses using a CSV. Add single Canne

How can we select Chat Routing Algorithm?

Published August 2nd, 2021 by Medha Anand

When a chat reaches the Smart Agent Chat tool, a team gets assigned to the user. After reaching the team, an agent receives the chat. Chat Routing Algorithms helps you to choose different modes in which the agents will receive the chats. These algorithms cater to various business demands and team settings. Key terms Let’s understand certain terminol

How to transfer chats to agents?

Published August 2nd, 2021 by Medha Anand

When the user's come to the bot and start conversing, they go through the automated user journeys created using the Conversation Studio tool. When the bot is trained to understand the user's messages, the bot gives correct responses to the user. But when the bot does not understand the user's messages, the bot gives a bot break message. When the bot

How to analyze Agent Data Report on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

Agent Reports can be downloaded on the Smart Agent Chat tool which gives you all the information related to agents and their time spent on the tool. You can analyze your agent's conversations based on various metrics on a granular level. These reports are detailed reports and they cover most of the aspects related to users' conversations with an age

How to analyze Closing Categories on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

At the end of every conversation, agents have to mark a closing category along with reason. This is mandatory if the closing categories have been set up initially. While analyzing the chats, Closing Categories help you provide an insight into how many queries you are receiving for a particular category. You can set the duration to analyze the catego

What is Number Entity?

Published July 28th, 2021 by Medha Anand

Numbers entity is meant for collecting numbers within a defined number of digits. You can have a minimum and maximum range of digits. In the above image, you can see a number-type entity. The following image shows the range of digits it can accept. If a user inputs anything more or less than the range, it is treated as an invalid value. Warning The

How to integrate webviews on the bot?

Published July 28th, 2021 by Medha Anand

Overview Haptik platform allows you to open a standard review, where you can load a webpage right inside the chat window. This lets you offer new and better experiences that might not be possible using current HSLs. Using a webview is a quicker way to build custom UI elements compared to building a new HSL. Webviews can be used to render custom cont

What are the types of responses?

Published July 27th, 2021 by Medha Anand

Types of Responses Depending on how the step is built, the Bot Responses section can have three types of responses - Bot Responses, Entity Response, Final Response. You can check out the video below to understand this. Bot Responses This is the first message that the bot sends out when the step is detected and it doesn't know about any entity on t

How to add external tools on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

Stages Once you log in, you will see the below page. Open Admin Tools, as shown below. Select External Tools. On clicking on External Tools, the below page will open Ex: We added an external url (https://material.io/design/) which should appear for Flight Hindi Voice Business as "Test External Link". Now, click "Add External Tool", to land on the s

Message APIs

Published August 2nd, 2021 by Medha Anand

[HOOK] Receive messages from TRACT Haptik will use the endpoint provided by the tool to send messages synchronously as they come. This includes messages generated by the IVA and those sent by the CEU. Endpoint type POST required true provider ECT (via register_webhook) caller TRACT url registered_webhooks['message']['receive'] encoding application/j

What is Attachment Entity?

Published July 28th, 2021 by Medha Anand

Attachment entity is meant for collecting attachments from the user message. There are these three types of attachments allowed - Image Document (pdf, Docx, Xls, CSV) Video (Only for Whatsapp) The document should be less than 5 MB in size. You would need to create a Button HSL for letting the user upload the image and document. To know more about u

What is a Step on Haptik?

Published July 26th, 2021 by Medha Anand

What is a Step? Steps are the interlinked building blocks of an IVA. Each step acts like a gatekeeper that detects user inputs, sends out appropriate responses and directs users to the next step . They are the points where conversation converges or diverges basis the information users input to the IVA. Steps are comprised of several important sub-c

What is a Static Step?

Published July 26th, 2021 by Medha Anand

Purpose and Subcomponents of Static Steps The purpose of a static step is to present static information to the user like greeting messages, menu options, etc, and to then collect information from the user that is required to perform business logic. Subcomponents 1. User Messages User messages are the inputs from the user that the IVA needs to inter

Guidelines for User Messages

Published July 27th, 2021 by Medha Anand

User Messages Guidelines Now that you know what User Messages are , you can create better variations that are added in the User Messages section using the following best practices which aid the Machine Learning algorithm to improve the step detection. Steps vs Intents vs User Messages Steps are the interlinked building blocks of a bot. Each step

How to implement Data Export with Tableau?

Published August 1st, 2021 by Medha Anand

Using Data Export, Haptik can only send the data to your S3 bucket. You can further pull this data to your preferred BI tool. The following is a demonstration of how you can visualize the data using Tableau. The Haptik-Tableau integration uses AWS S3, Athena, and Tableau Athena Connector. With the Amazon Athena connector, you can quickly and directl

What are Smart Funnels on Intelligent Analytics?

Published August 1st, 2021 by Medha Anand

Introduction For a business that has deployed an IVA solution, it is imperative to know if the IVA is able to help users with a resolution. Smart Funnel helps us track the effectiveness of the bot by tracking the completion rates and identifying the drop-off points in order to make changes to the bot design or flow to ensure users are getting a reso

What are Negative Responses under User Messages?

Published July 27th, 2021 by Medha Anand

Negative Responses The above section explained how you can select a step depending on what the user said. This section will explain how to filter out steps depending on the user messages. For example, if you have the following steps: Good Service Bad Service Your service was very good Your service was not good. Your service was excellent Your servi

Event APIs

Published August 2nd, 2021 by Medha Anand

[HOOK] Receive event from TRACT Endpoint type POST required true provider ECT (via register webhook) caller TRACT url registered_webhooks['category']['subcategory'] encoding application/json Request parameter type required description conversation_number str true Current conversation number user_id str true Associated user ID category str true Event

Introduction to Haptik's Intelligent Analytics

Published August 4th, 2021 by Medha Anand

Introduction Intelligent Analytics by Haptik empowers teams to get a comprehensive overview of how the IVAs are performing. Get in-depth insights into how users interact with your IVAs, identify problem areas or features that can be improved and also collect first-hand user feedback about your IVA experience in real-time. The user messages/conversat

How to set up Shopify Integration ?

Published August 2nd, 2021 by Medha Anand

Shopify is now the leading commerce platform designed for businesses of all sizes. Shopify allows businesses to create their own stores online whether they are selling physical products, digital products, handing out rentals, and so on. Shopify provides the entire setup required for any online store. You can integrate Haptik's bot onto the Shopify w

What are Chat Elements?

Published July 27th, 2021 by Medha Anand

In the Bot Responses documentation, we saw how we can respond to the users based on different inputs. In this document, we will look at the different ways in which the bot can respond to the user. In the Haptik Platform, these elements can also be called HSL Elements. HSL stands for Haptik Specific Langauge. You can read more about it here . Ou

UI elements supported on Telegram

Published August 2nd, 2021 by Medha Anand

With Telegram chatbots, users can interact with a business by sending them text as well as media messages. In this document, you can see how different elements are rendered on the Telegram Bot v/s Haptik Bot. Telegram Haptik Web SDK Text This element can be used to send text messages. There is no limit to the number of characters in the text body. E

How to configure Ticketing on Salesforce?

Published August 2nd, 2021 by Medha Anand

In order to enable Ticketing on Salesforce, you will first have to set up a Connected App. You can read more about that in the following article. Setting up a Connected App on Salesforce Setup Step 1: Navigate to the Setup dashboard of Salesforce, as shown. Step 2: Search for App Manager from the Quick find, and select New Connected App. Step 3: Un

How to implement Ticketing on Salesforce?

Published August 2nd, 2021 by Medha Anand

In order to implement Ticketing on Salesforce, you need to move to your Haptik bot, and follow the steps as mentioned below. Create case(ticket) in Salesforce Every time the bot hits your Salesforce app, a new case gets generated. To generate a new case during the bot and user conversation, you should use the CURL request below. Add the python reque

Smart Agent Chat FAQs

Published August 2nd, 2021 by Medha Anand

1. What happens to the new chat if the user's previous conversation was auto-completed? The unread messages and time is tracked within the scope of a conversation. The count of unread messages is reset and when the users come up to the bot and chat with an agent, the chat will be marked as a new chat. 2. Why are we not able to receive chats? There a

What is Regex Entity?

Published July 28th, 2021 by Medha Anand

Regex entity is meant for detecting patterns like email ID, phone number, etc., and collect relevant information from user messages. To check if the regex is accepting the pattern, you can test the pattern using the Regex Pattern tab. If the value entered is according to the regex pattern, it will be highlighted, as shown below - In the above examp

Where can the agents check their chat statistics?

Published August 2nd, 2021 by Medha Anand

All the live statistics for an agent are present on the left-hand side of the screen. This section displays - Agent's display name Agent's status - Online or Take a Break Agent's live chats stats (Completed, Waiting for user, My Queue, Team Queue) View their active chats Agent Details The agent will be able to view his name and also his current stat

What is Teams on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

What is a team? A team is a group of agents who are trained to handle user queries related to a specific topic. The team can be divided based on the subject matter/location of a user/expertise of agents. The logic for team routing can be defined as per the business requirement. How to create a team? Navigate to Teams section of Smart Agent Chat tool

How to use Audit Dashboard?

Published August 1st, 2021 by Medha Anand

The Audit Dashboard tool allows users to download audit logs for each of the platform-tools for a specified period of time. These audit logs give you information about what changes were made and by whom. The Audit Dashboard is only available to Account Admins. You can navigate to Audit Dashboard, by navigating to your bot, and by selecting the verti

What are Text+Quick Replies HSL?

Published July 27th, 2021 by Medha Anand

Text Responses The first type of Chat Element we will look at is Text Responses. These are simple chat elements where you can use simple text messages as responses. You can use this chat element by opening Bot Responses and going to the Bot Responses section within it. Here you can click on the T ap to Add button to create a text response. After you

How to use bot QA tool?

Published July 28th, 2021 by Medha Anand

Introduction At Haptik we design, develop and test bots every day. These bots are spread over multiple domains like e-commerce, insurance, gaming, etc. Some of these bots are text-based, some voice-based and some support a mix of both. Our objective is not just to make bots live in production, but also to make them robust and fail-proof, i.e. to del

How to use the debug logs?

Published July 28th, 2021 by Medha Anand

When you are building the user journeys on an IVA, you can test the flows simultaneously using the Test bot section. Every user message has a log icon, as shown below The Debug section aids in understanding how the users are proceeding ahead in the flow. You can also check what details the bot is capturing and whether these users are going in the ri

What is Bot Hierarchy?

Published July 26th, 2021 by Medha Anand

Bot Hierarchy 1. Outside a Bot Account -> Business -> Bot The Haptik Conversation Studio platform has a three-tiered organizational system to help organize bots. This three-tier hierarchy allows bot developers to easily deploy bots across multiple channels. The three tiers of this system are called Bots, Businesses, and Accounts. The smallest

Which all languages are supported on Haptik bots?

Published March 8th, 2022 by Medha Anand

Following is the list of languages supported on the Haptik bots - Sr. no. Languages Supported 1 English 2 Hindi 3 Hinglish 4 Marathi 5 Telugu 6 Tamil 7 Bengali 8 Gujrati 9 Punjabi 10 Malayalam 11 Spanish 12 Oriya 13 German 14 Bahasa 15 French 16 Dutch 17 Arabic 18 Swahili 19 Tagalong 20 Turkish 21 Malay 22 Mandarin 23 Thai 24 Italian 25 Polish 26 S

What are entity settings?

Published July 27th, 2021 by Medha Anand

Entity Settings We have 4 main Advanced Settings options under entities. Previous Context Tags What is Context from an IVA perspective? Context is linguistically defined as the background in which the conversation is taking place. From the IVA perspective, it can involve retaining the memory of any piece of information that has been either derived f

How to use entity patterns?

Published July 27th, 2021 by Medha Anand

Entity Patterns Entity Patterns allow the entities to be defined in such a manner that they can be detected on the basis of the context under which the utterance has been made by the User. Delete Entity patterns can be added only in English for now. When to use it? It can be used in the following cases - When an entitycan take an infinite set of val

How to manage team capacity on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

How to understand Team capacity? In real-time, Manage Agents allows TLs to analyze the team capacity. This section helps you to gauge the incoming traffic and if the available agents would be able to handle all the incoming chats. You will also be able to check if the team needs more agents to be online to handle the incoming chats. Chat handling Ca

What are entities?

Published July 27th, 2021 by Medha Anand

Entities When users type their query and ask the bot to complete a task for them, the bot would require some additional information to provide the required solution. This information could be user-specific data like personal details, etc. This information might also need to be stored in the bot or sent to the backend APIs to fetch user-specific data

What are Self Connecting Steps?

Published July 27th, 2021 by Medha Anand

Self-connecting steps are used for maintaining the conversation state at the same step by entering user messages and for entity-based step identification for start steps. Conversation state maintains the same step by default when new entities for that step are detected in the most recent user messages and they are not used for transitioning to oth

How will agents take chats?

Published August 2nd, 2021 by Medha Anand

In real-time, agents receive the chats on the MyChats Page of the Smart Agent Chat. Once they receive the chats they can start responding back to the users. Along with responding back to the user, agents can check the live statistics around the chats they are handling, can raise tickets in your CRM system, etc. How to use My Chats? In this tab, an a

What is Natural Language processing?

Published July 28th, 2021 by Medha Anand

Natural Language Understanding (NLU) is the underlying technology that enables conversational applications to interpret human language for various use cases. Haptik has been a pioneer in the Conversational AI space since 2013. Over the years, our approach has been to understand how consumers interact with businesses, and build our technology from t

What are unsupported types of connections?

Published July 27th, 2021 by Medha Anand

Unsupported Connections Following are unsupported types of connection: Static Step to Output Step Connection Transition Code Step to Code Step Connection Transition Output Step to Output Step Connection Transition Output Step to Code Step Connection Transition

How to use entity filter?

Published July 28th, 2021 by Medha Anand

Step Entity Filter What is the feature? The Step-Entity Filter is the property of the Step-Entity combination. The filter MAY come into the picture after the ML Intent Detection algorithms have shortlisted STEPS as per the User Utterance and a decision is being made on which is the perfect STEP to respond to the User Utterance. The Step -Entity Fil

How to test the bot?

Published July 28th, 2021 by Medha Anand

Testing is a method to check whether the actual product matches the expected requirement. Testing also ensures that the product is error-free. It is the most important stage in the process of development as testing helps to identify errors or defects early in the development lifecycle. In IVA lingo, testing helps businesses ensure the flows are full

How to debug the bot?

Published July 28th, 2021 by Medha Anand

Oh no! Your bot’s not working the way you expected it to? Follow this step-by-step guide to debug your bot. The debug window is broken into two segments: Basic Info - The Basic Info section provides a high-level overview of the bot logs in an easy-to-read UI. Detailed Info - The Detailed Info section of the debug window provides a full JSON of all t

How to upload Graph Steps?

Published July 28th, 2021 by Medha Anand

Point to note: This only works for Static steps. Graph steps are basic static steps that we use in the graph of the Conversation Studio tool and it follows the same principle of User Messages, Bot Responses, and Start Steps to detect steps, reply back to the user, update the chat status and also support the API Integrations. Why do we need the Gra

What is HSL?

Published July 28th, 2021 by Medha Anand

Haptik defines a superset of UI elements that are available across multiple platforms. These UI elements are then converted to their platform equivalent (js-sdk, android, ios, facebook-messenger, etc..) if they are not available on that specific platform. Eg. Forms are converted to quick replies on the Facebook platform and collected over free form.

How to use Request a copy of policy Smart Skill?

Published July 26th, 2021 by Medha Anand

Request a Copy of the Policy Name of the skill on Conversation Studio - get policy copy Purpose of the skill - To share the insured’s policy copy (or policy declaration page) with the user on the IVA and/or via email The IVA will present the list of user's active policies. The user can proceed by selecting a specific policy. The IVA will then fetch

How to publish the bot?

Published July 28th, 2021 by Medha Anand

Staging is the environment, where you can build your bot, test your bot. Once you have completed the testing of your bot, and you want to take it live to your end-users. You can take it live through our Production environment. Once the bot is built and has passed the functional testing, you can publish the bot to production as shown above. Whenever

How to add a Smart Skill?

Published July 26th, 2021 by Medha Anand

How to add Smart Skills? Click on the +Add Skills button to add required skills on the IVA. As soon as the button is clicked, a modal would open showcasing all skills available on the platform. Smart Skills are highly intelligent, pre-built conversational journeys. These smart skills are available for specific industries like Ecommerce , Insurance

How to copy HSLs?

Published July 28th, 2021 by Medha Anand

Copy an HSL: The HSL elements such as carousels, buttons, and images can be copied as it is via the Copy JSON button present on the HSL screen. Paste an HSL: On the step, select Raw Text/JSON as the element The JSON format of an element gets pasted, then click on Done The HSL becomes this:

How to use Search on Conversation Studio?

Published July 28th, 2021 by Medha Anand

To find something on the bot, you can click the Search area within your bot view. You can select the Apply Filter option, to apply a filter to your search. There are the following filters for better search results - Bot Elements You can narrow down your search for the types of elements you want to search from. Active/Inactive This filter can help s

What are FAQs? How to configure FAQ section?

Published July 28th, 2021 by Medha Anand

What are FAQs? FAQs are like graph steps and follow the same principle of User Messages, Bot Responses, and Context Clear steps to detect steps, reply back to the user and update the chat status. Basically, it is a collection of all frequently asked questions to enable your bot to handle all common user queries that don't need a complex conversatio

How to share the bot?

Published July 28th, 2021 by Medha Anand

Once you are done with creating all flows in your IVA, you would want to start the testing phase. For the same, you can share your IVA with your team members so that they can perform user-level testing. How can we share our IVA? Share IVA is the button located on the top right corner of your IVA graph. What does the Share option do? On clicking the

What are the different metrics related to a bot?

Published August 1st, 2021 by Medha Anand

Introduction The first section in the Intelligent Analytics tool is the Overview section. As the name suggests, this section helps you get a quick overview of the important metrics to measure the IVA's performance. The Overview section provides information about: Unique Users CSAT Query Completion Conversations Top Funnels Bot Automation Language U

How to copy an Entity?

Published July 28th, 2021 by Medha Anand

When to copy an entity? Since the entity is created locally ie. specific to a bot, it cannot be reused, except for system entities. If one needs a similar or the same entity, they can copy and paste that entity on their bot. Copy an entity Click on Add an entity and then search for the entity Give a unique entity name, according to the convention,

How to add a Menu?

Published July 28th, 2021 by Medha Anand

Under Menu option, you can enable First Message on the bot Menu on the bot You can navigate to Menu, by selecting Business Manager, and further selecting Content Management, as shown below - This can be made language-specific for each language chosen on the top. The menu is nothing but the main menu item which can be accessed anytime on the bot usi

What is Small Talk?

Published July 26th, 2021 by Medha Anand

Small Talk Smalltalk is a plugin that enables your IVA to have informal conversations like "What is the weather like", "Tell me a joke". This plugin provides 99+ such conversational intents with their predefined responses. You can go ahead and tweak these responses suiting your brand and IVA. To learn more about Small Talk, click here . You can fo

What is bot functional testing?

Published July 28th, 2021 by Medha Anand

After testing the Training data, you can now conduct full Functional testing of the bot. This phase will ensure if the bot is ready to handle different types of user queries, whether the bot is taking the user through the right conversational flow and if the bot is able to handle out-of-scope queries from the users. The following points elaborate on

How to set up Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

As you have seen in the introduction article what Smart Agent Chat is, you would know that a chat reaches an agent on any one of the two occasions when there is a bot break or when the user explicitly requests to chat with an agent. On Smart Agent Chat, the user's chat is first allocated to a team and then an agent from the team is assigned the chat

What is Permission Management?

Published August 1st, 2021 by Medha Anand

The Permission management tool allows Account Admins to manage the accounts they have access to and provides the following functionality: Create New Account Add Existing Users to an Account Create New User inside an Account Change Roles for the user Make Bulk Addition/Updates to the users All of the above functionality is only available to an Accoun

Which elements should be used for WhatsApp Bot?

Published July 26th, 2021 by Medha Anand

Given that WhatsApp today occupies a large portion of an individual’s time with their mobile device, it is critical that companies acknowledge this behavior and design initiatives to fully leverage the firm yet simplistic platform that Whatsapp is. Once you implement a WhatsApp Business Solution, your customers need not go through a long IVR process

How to do Content Formatting for IVA?

Published July 26th, 2021 by Medha Anand

Content formatting Text formatting: Bold, Italic, Underline Your user should be able to skim through your answer and understand the response. Considerations: For long FAQs, always make sure that the most important aspect of the answer is bold. Always make sure that any direct questions to the user are made bold. Example: Thank you for providing your

How to create, add, remove and change a user account?

Published August 1st, 2021 by Medha Anand

Creating New User If a user doesn't currently exist in the system, you can create a new user by clicking on the Create New User button and then entering the required details in the modal. If you try to add a user that already exists in the system, you will receive the following error - In this scenario, you can ask the user to check his/her email f

Steps to login with Azure AD credentials

Published August 1st, 2021 by Medha Anand

Azure AD integration with the Haptik platform allows a user to log in on the platform with their existing Azure AD credentials. Steps to login with Azure AD credentials Haptik platform users can go to the homepage and then log in using the Microsoft option with their Azure AD credentials. Once logged in, then the user will be shown a page to update

How to keep my website bot always open?

Published August 2nd, 2021 by Medha Anand

In some cases, the SDK needs to be embedded in standalone pages where the SDK should be open by default and is not allowed to be minimized. Within initSettings, we need to add the following setting. This will initialize the SDK in FSM mode. 'mode': 'fsm' Full Example: <!DOCTYPE html> <html> <head> <title>Haptik JS SDK Always

How to end the conversation?

Published July 26th, 2021 by Medha Anand

While designing a bot, it is extremely important to design the end of your conversation. After all, how you end a conversation dictates whether a person would be interested in talking to you again. A good end to a first date is more likely to lead to a second one. In the same vein, your bot must never end a conversation abruptly. Use the end of any

How to send feedback to Haptik using API?

Published August 2nd, 2021 by Medha Anand

Log Feedback to Haptik via REST API The Log Feedback API allows you to send feedback via a POST request to the Haptik Platform. The URL for logging feedback is generated on the Haptik Platform Dashboard. URL https://<BASE_URL>/v1.0/log_feedback_from_user/ Headers Authorization: Bearer <TOKEN> client-id: <CLIENT_ID> Content-Type: ap

How to deactivate/delete a user?

Published August 1st, 2021 by Medha Anand

Deactivating a User If a user is no longer required on the system, you can deactivate it by clicking on the Deactivate User button in the user modal. This will deactivate the user across the system and not just in the current account.

Guidelines for FAQ bot

Published July 26th, 2021 by Medha Anand

Unstructured FAQ IVA guideline Definition: FAQs stand for frequently asked questions. Adding general FAQs to your bot is a great way to ensure that users receive answers to most of their basic questions alongside the more detailed user journeys that you have built. Examples: Considerations: Download the FAQ guideline linked here to add and structure

How to set up a flowchart tool?

Published July 26th, 2021 by Medha Anand

This is the most important tool in the Conversation Designer’s arsenal to design conversational flows and user journeys. Why do you need a flowchart tool? A flowchart helps you craft your conversational journey before you invest in building the bot. It provides a fully flexible canvas to modify and play around with ideas at an early stage. A flowcha

How to design WhatsApp Bots?

Published July 26th, 2021 by Medha Anand

Why should you read this? In this article, we talk about WhatsApp IVAs. This document will allow you to have an understanding of WhatsApp as a platform, do’s and don’ts, and some hacks to help you design IVAs on WhatsApp! Gear Up! Understanding WhatsApp as a Platform As the world’s largest messaging platform with over 2 billion users, WhatsApp is a

How to handle Bot Breaks?

Published July 26th, 2021 by Medha Anand

Handling bot breaks Things don’t always go as planned...especially while having a conversation with the bot. That’s why you need to write copy and design flows for when things go wrong in a conversation between a bot and a user. Definition: A Bot Break is sent to the user when the bot is not trained or cannot find a close match to the user input. Ty

How to ensure API security?

Published August 2nd, 2021 by Medha Anand

To access any of Haptik's APIs, you require a Haptik provided authentication token. You need to contact your Haptik SPOC for this token. The Authorization header of each HTTP request should be "Bearer" followed by the token. Note If the Authorization header is missing or invalid, then the 401 status code is returned. Example Header Authorization: Be

How to get user Opt-Ins?

Published August 2nd, 2021 by Medha Anand

What is it? A user must first consent to receive messages in WhatsApp by opting into them via a third-party channel. It must meet the following guidelines: Active Opt-in: Opt-in must be triggerred by the user. Must Opt-in with a visual element shown next to WhatsApp name and logo. User should have control over what number is used through explicit ac

How to set up Sunshine Conversation integration?

Published August 2nd, 2021 by Medha Anand

Zendesk is a service-first CRM company that builds software designed to improve customer relationships. The software is powerful and flexible and scales to meet the needs of any business. The Zendesk Messaging Bot Partner Program is a new initiative at Zendesk to help businesses deliver bot integrations into Zendesk Suite. Any business opting for th

How to deploy Haptik's bot on Facebook?

Published August 2nd, 2021 by Medha Anand

Currently, there are more than 1.3 billion Facebook users and this provides a bigger opportunity for businesses to reach their consumers. Facebook allows businesses to converse with their consumers using Facebook Messenger. There are several advantages for using Facebook Messenger - Customer service is readily available for the consumers. Easily ide

What are the allowed Notification Types on Whatsapp?

Published August 2nd, 2021 by Medha Anand

There is a limited number of use cases for which sending notifcation templates is allowed. At a high level, notifications are allowed for only transactional events and they can't be promotional in nature. Allowed Use Cases Template Allowed Use Case Examples ACCOUNT_UPDATE Notify the message recipient of a change of account settings. * Profile has ch

How to create/update a Haptik User using API?

Published August 2nd, 2021 by Medha Anand

Create or Update Haptik User API Eventually, when you will be sending messages via Haptik, you will provide Haptik with a unique id for every user (auth_id). This is supposed to be the unique identifier for the user in your system. Before sending any message to Haptik, you need to register the user, during this phase you could also provide additiona

How to deploy Haptik's bot on Microsoft Teams?

Published August 2nd, 2021 by Medha Anand

Microsoft Teams apps bring key information, common tools, and trusted processes to where people increasingly gather, learn, and work. Apps are how you extend Teams to fit your needs. You can create a bot for Teams or integrate an existing app. Conversations often result in the need to do something (generate an order, review my code, check ticket sta

How to deploy Haptik's bot on Whatsapp?

Published August 2nd, 2021 by Medha Anand

WhatsApp helps more than 1.5 billion people connect and share with the people they care about. WhatsApp is a simple, secure, and reliable way for businesses to reach their customers all over the world. The WhatsApp Business API Client supports a subset of the features provided by the WhatsApp applications you already know from Android, iOS, Web, an

How to change the default language on my website bot?

Published August 2nd, 2021 by Medha Anand

SDK also supports multi-language bots where the user can seamlessly switch between multiple languages. The default language first loaded can be changed by adding the initialize-language parameter 'initialize-language': 'hi' Full Example: <!DOCTYPE html> <html> <head> <title>Haptik JS SDK Multi Language Demo</title> <

How to deploy a bot using Bot as an API?

Published August 2nd, 2021 by Medha Anand

Integrating using Platform Deployments You can easily set up Bot as an API for your bot by using the Platform Deployments page inside Business Manager of the Conversation Studio tool. To set up Bot as an API, you will need the following keys - Callback URL - This is system generated URL Token - This is system generated key Secret Key - You can use a

How to take WhatsApp bot live?

Published August 2nd, 2021 by Medha Anand

You can use the Platform Settings section of the Conversation Studio tool to deploy your bot on Whatsapp. You can read more about the section here. Connecting through Platform Deployments After the bot is built you can connect it to the Whatsapp number through the Platform Deployments section of the Conversation Studio tool. Navigate to Platform Dep

Which all browsers is my website bot compatible on?

Published August 2nd, 2021 by Medha Anand

The SDK is capable of running across all modern browsers and web views across devices. Below are the list of supported desktop browsers Desktop Browser Base Version Chrome 30 Safari 10 Firefox 38 Edge 44 Mobile Browser Base Version Chrome Android 59 Firefox Android 54 iOS Safari 10 iOS Chrome Firefox 54 Though we try and support all major browsers,

How to use Track my order Smart Skill?

Published July 26th, 2021 by Medha Anand

The Ecommerce Smart Skills are eligible to fulfill critical customer support queries. The Smart Skills are selected based on market research and user behavior of the retail vertical. Track Order Name of the skill on Conversation Studio - track_my_order Purpose of the skill: To simplify and speed up tracking orders for users with a hassle-free and

Does Web SDK support native platforms?(Legacy)

Published August 2nd, 2021 by Medha Anand

The SDK supports integrations with Native platforms such as iOS and Android. This is done with the help of a Web View. Android To ensure that the SDK loads up inside an Android WebView. Make sure the following permissions are present in the Manifest <uses-permission android:name="android.permission.INTERNET"/> The following settings on the Web

How to add a Step?

Published July 26th, 2021 by Medha Anand

Creating a Step Once you have created a skillset, and have added the necessary skill, you can start adding steps in it. Select the Add Steps button as shown in the image. This will open a sidebar, as shown below, on the left-hand side of the graph. You can drag and drop the step you want from this sidebar Once you drag and drop any of the step typ

How is website bot different from a native app bot?

Published August 2nd, 2021 by Medha Anand

There are two ways to integrate the bot in Android/iOS: Native SDK is installed right inside your app. Your Android app opens up Haptik's Web SDK only as a webview. Limitations of Native SDK Native SDK has not been redesigned and is older Language support missing Native SDKs do not have out-of-the-box language support that the Web SDK does Bot promp

How to send message to Haptik using API?

Published August 2nd, 2021 by Medha Anand

Log Message to Haptik via REST API The Log Message API allows you to send messages via a POST request to the Haptik Platform. The URL for message logging is generated on the Haptik Platform Dashboard. URL https://<BASE_URL>/v1.0/log_message_from_user/ Headers Authorization: Bearer <TOKEN> client-id: <CLIENT_ID> Content-Type: applic

What are the disallowed Notification Types on Whatsapp?

Published August 2nd, 2021 by Medha Anand

There are some cases where you are not allowed to send notifications. Below are examples of notification types that WhatsApp does not accept at this point of time. This might change in future releases. Sales, discounts, promotions, product recommendations or offers Recurring Content Customer re-engagement Media files (videos, images, .gifs) Business

What are the best practices to improve your IVA?

Published August 1st, 2021 by Medha Anand

Intelligent Virtual Assistant (IVA) helps businesses automate their support. User queries are answered by these virtual assistants powered by NLU and Machine Learning. By being always available and providing a faster resolution to the users, these virtual assistants drive value for our business. But just like an agent, virtual assistants also need t

How to send entity values to API to fetch data?

Published July 28th, 2021 by Medha Anand

Sending entity values to API to fetch data Once the entity value is stored in a variable on the Code step, you can use this variable to send this to the API and fetch the real-time data. You can send this variable as a payload to the API endpoint. The following is a sample code for fetching order details - def main (event, context): """ event['body'

How to send file to Haptik using API?

Published August 2nd, 2021 by Medha Anand

File Upload The File upload API allows you to upload user files via a POST request to the Haptik Platform. The URL for file uploads is generated on the Haptik Platform Dashboard. URL https://<BASE_URL>/v1.0/log_file_from_user/ Headers Authorization: Bearer <TOKEN> client-id: <CLIENT_ID> Content-Type: multipart/form-data Authorizati

What is the difference between intent and entity?

Published July 28th, 2021 by Medha Anand

What is an intent? An intent constitutes a task or action the user wants to perform. It is a goal or purpose that is expressed in a user utterance. Expressions that mean the same thing but constructed in different ways are added to the same intent. Example: Intents Example user messages Book_flight "I want to book a flight to Delhi next week""I woul

What is bot disambiguation?

Published July 28th, 2021 by Medha Anand

Introduction As the word disambiguation suggests, it aims to remove ambiguity. The feature triggers when the IVA is not fully confident on its intent detection amongst the intents that it has shortlisted based on User Utterances and the Training Data. (Read Intent = step) Hence, there will be multiple steps from which the response can be provided to

How to search for users on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

This feature can be used to search for users who have had conversations with your business. You can look for them by their name or email address, to search for their previous conversations or detailed information. Select your Account name from the dropdown as shown below - In the Search Bar, you can type the relevant information about the user, eit

How to use Message Analysis on Intelligent Analytics?

Published August 1st, 2021 by Medha Anand

In the Intelligent Analytics tool, you can go to the "Message Analysis" section to analyze the bot performance at a message level. You can start by selecting a specific channel or bot and setting the time period. And then you should see a page with options to filter and analyze the messages sent and received by your bot. The top half of the page co

What is context retention?

Published July 28th, 2021 by Medha Anand

Context is linguistically defined as the background in which the conversation is taking place. In the bot perspective, it can involve retaining the memory of any piece of information that has been either explicitly given by the user, or derived from past user behavior, or any action performed by the IVA. It can involve information like steps travers

What are the guidelines for Connections?

Published July 27th, 2021 by Medha Anand

When should you add a connection? If chat flow contains a conditional logic and you need to take action based on the user response or entity valueFor example: When you would like the user to select the preferred language before continuing with the chat flow. If the chat contains a linear flow, but as we have a conditional logic for validation, split

How to have a custom icon for my website bot?

Published August 1st, 2021 by Medha Anand

You can use a custom chat button instead of the default one that comes with the SDK. Within haptikInitnitSettings we need to add the following setting. This will initialize the SDK with the custom button. window.haptikInitSettings = { . . . 'custom-button': true, . . }; Since we are using a custom button we would need to programmatically expand or c

How to deploy Haptik's bot on Google Business Messages?

Published August 4th, 2021 by Medha Anand

The way we communicate has changed, 75% of consumers now prefer to engage with a brand over private messaging channels versus traditional channels. Google Business Messages can help route calls to chat, increase sales, and improve customer satisfaction with CSAT data and feedback. You can know more about the UI elements supported on Google Business

UI elements supported on Zendesk Chat

Published August 2nd, 2021 by Medha Anand

Zendesk Chat allows a business to send structured messages to its customers. You can use a wide variety of media and interactive message types to create rich conversational experiences with your users. The following table will help you understand the UI compatibility of different Chat Elements. Zendesk Web SDK Haptik Web SDK Text This element can be

What are the available roles on the platform?

Published August 1st, 2021 by Medha Anand

Available Roles in the System The roles are divided or categorized on the basis of tools. The available roles in the system are as follows: Conversation Studio Bot Builder View - This role allows you to view a bot's flows and training data. Bot Builder Edit - This role allows you to edit a bot's flows and training data. Bot Builder Publish - This ro

How to complete chats manually?

Published August 2nd, 2021 by Medha Anand

The Complete Chats section is a tool to complete/close all your open chats (chats can be in different states such as pending, waiting, or queued). Step 1: Navigate to the Complete Chats section Step 2: Select the Business From the Business dropdown, you can select your business name. All your teams are a part of the same business. Step 3: Select the

What are SDK Configurations?

Published July 28th, 2021 by Medha Anand

SDK Configurations SDK Configurations is where you can make changes to your bot, as explained below, You can navigate to SDK Configurations, by selecting Business Manager, and further selecting Channels, as shown below - Upload Business Icon: When there are multiple Businesses clustered together in an account in a home screen, you can assign each B

How does Smart Assist help the users?

Published July 28th, 2021 by Medha Anand

Intelligent Virtual Assistants are always trained to cater to user queries that fall within a fixed scope. However, at times, customers might ask queries that don’t fall within the scope of the IVA. This tends to prevent the IVA from answering the User’s queries. What is Smart Assist? Smart Assist is a key component in Haptik’s conversational experi

How to copy a Skill?

Published July 28th, 2021 by Medha Anand

Every time you create a bot, you add Skills to your bot, and these Skills can have detailed flows, depending on their use case, and requirements. If you want to use that Skill elsewhere, you would definitely not want to create a detailed flow of that Skill all over again. In this scenario, you can simply use the "Copy Skill" option, in order to copy

How to make use of Training Suggestions?

Published July 28th, 2021 by Medha Anand

The Training Suggestions mail helps Bot Builders discover methods by which a bot can be improved and brought to a state where it is utilizing the capabilities of the ML Model to its maximum potential. It aims to give feedback to Bot Builders on how well the bot has been trained from the " User Messages " and "Steps" created by the Bot Builder. Howev

What is Words and Phrases Entity?

Published July 27th, 2021 by Medha Anand

Words & Phrases entity is meant to extract "specific" text values e.g. name of a person, name of a city, etc. from user utterances. There are two ways in which this entity can be used. Dictionary Entity Patterns Dictionary Dictionary allows bot builders to do a full-text search on user queries to extract matching strings and phrases. Dictionary

How to configure Facebook Credentials for a bot?

Published August 2nd, 2021 by Medha Anand

After an Admin has been added to the app, they will have to continue with certain configurations. Step 1: Create a Page If a Facebook page has not been created yet, Admin can create the page where the bot will be live. On the left sidebar, under Products, there will be a Messenger option. Go to the Settings page and when you scroll down, you will be

How to design WhatsApp HSMs?

Published July 26th, 2021 by Medha Anand

WhatsApp HSMs or WhatsApp Notifications - Another powerful way to leverage the WhatsApp Business API. You can send outbound notifications to keep users updated at all times. Highly Structured Message (HSM) Templates Highly Structured Message (HSM) Templates/Notifications are business initiated, templated messages that can be sent to an existing user

How to set up a launch message on my website bot?

Published August 1st, 2021 by Medha Anand

You can launch the Bot with a task or message on behalf of the user. Haptik provides the following methods for doing so. launchTask(taskId, callback) Launches the SDK and automatically sends specified taskId as a user message (The same message that would be sent if the user tapped on that task) Params: taskId <Number> The task id is specified

How to set up bot prompt trigger?

Published July 28th, 2021 by Medha Anand

Bot Prompt Triggers Bot prompts are pop-ups with content and click action. It’s used to grab a user’s attention in a non-intrusive way. You can navigate to Bot Prompt Triggers page, as shown below - Now, let’s go through the process to set bot prompt messages and their trigger rules. For adding a trigger, you click on Create a New Trigger button o

What is Bot as an API?

Published August 2nd, 2021 by Medha Anand

What is Bot as an API? You can use Bot as an API deployment option to connect to a channel that is not currently supported out of the box on Haptik Platform. Another big use of Bot as an API is when you want to capture the events happening on the bot such as, messages sent by the bot, conversation completed on the bot. Bot as an API uses webhooks to

User APIs

Published August 2nd, 2021 by Medha Anand

[HOOK] Create user If supported by the ECT, the create user API allows the creation of a new user (case, etc.) in the ECT. This is to facilitate easy mapping of user IDs etc between a third party middleware (FB, WA, etc.), the ECT, and Haptik. Endpoint type POST required false provider ECT (via register_webhook) caller TRACT url registered_webhooks[

Introduction to Haptik's Smart Agent Chat

Published August 4th, 2021 by Medha Anand

What if the bot is not able to answer your users' questions? We would need a human to intervene and provide resolution to those queries. You can easily connect your bot with an agent chat solution on the Haptik platform by using Haptik's Smart Agent Chat tool. Chat Solutions at Haptik can be powered entirely by Artificial Intelligence (AI) or by a

How to use Message Composer area on Smart Agent Chat?

Published August 2nd, 2021 by Medha Anand

The center of the screen comprises the message composer. An agent can - Exchange messages with the user Send canned responses to users Use Smart Actions Report a user as inappropriate Takedown notes during a conversation Share a chat link with others Mark chat as Complete and Waiting for user Reassign chat to a person or a team When a new chat is as

Using final response in main method

Published July 28th, 2021 by Medha Anand

Using final_response The format or values which the code will return depends on final_response present in def main(event, context). The default final_response is as follows - final_response = { 'status': True, 'entities':entities, 'user_full_name': user_data.get("full_name"), 'user_device_platform': user_data.get("device_platform"), 'conversation_de

How to deploy Haptik's bot on Telegram?

Published August 2nd, 2021 by Medha Anand

Telegram is a fast and secure messaging platform, used by millions of people around the globe. Telegram Bots are special accounts that do not require an additional phone number to set up. There are multiple perks of using the Telegram bot. Telegram provides multiple types of UI elements for users to communicate with the bot such as different types o

How to design the start of conversation?

Published July 26th, 2021 by Medha Anand

Words make up a conversation. And along with words, you also have access to a set of UI elements to make your conversation more engaging. This section aims to give you a complete set of practices and tips that’ll help you craft the conversation! Bot replies should be crafted keeping all possible input ways in mind. Content should feel all-natural an

Contact Us

Medha Anand

Published August 2nd, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 26th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 26th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 1st, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 14th, 2021 by Medha Anand

Published July 26th, 2021 by Medha Anand

Published July 27th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 1st, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 14th, 2021 by Medha Anand

Published July 27th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 14th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 27th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published June 17th, 2022 by Medha Anand

Published July 27th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 27th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 26th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 26th, 2021 by Medha Anand

Published August 1st, 2021 by Medha Anand

Published August 1st, 2021 by Medha Anand

Published July 27th, 2021 by Medha Anand

Published April 4th, 2022 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 27th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published April 4th, 2022 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published July 28th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand

Published July 26th, 2021 by Medha Anand

Published August 2nd, 2021 by Medha Anand