Managing your script

With the Flow Bot Builder, you have the option to view, add and edit the script of your bot. In this guide we will look at how can you

1. View the script
2. Add to the script
3. Edit the script
4. Adding variations
5. Bot Flows

View the script

In order to view the script, you need to click on the desired node in the “Tree View” section and the associated script will be displayed in the “Script Designer” section on the right. The Script Designer will show the script of the selected node as well as the nodes above in that flow.

For example:

In the image below the last node is selected and the complete script of that flow is being displayed.

Add to the script

You can add either a bot state or a user state depending upon the node you choose. To do so, select a node and then in the “Script Designer” click on either “Bot Says” or “User Says” to add. This will then appear as a new node in the “Tree view” section.

NOTE:

1. For a bot state node, you will see both the options of “Bot Says” and “User Says”.
2. For a user state node, you will only see the option of “Bot Says”.

While improving your script you may want to
1.  Add more to the end of the flow.

OR

2.  Add more in the middle of the flow.

Adding to the end of the flow:

Let's say you have a quick reply in the script like below

Now you want to add the bot responses to the button selection of the quick reply. You can select the user state node and then click on “Bot Says” to add the bot response.

The final result will be like

Similarly, you can click on the other user state and add a bot state to it and so on.

Adding in the middle of the flow:

Let's say you have a script like this one

clicking on “Watches” will send a quick reply asking for the brand but let's say you want to add one more quick reply asking for the gender before sending the quick reply for the brand.

To do so, you can simply:

1. drag the brand quick reply to another node (drag to Bot state)
2. add the quick reply for gender
3. drag back the brand quick reply

to drag away: click on the node and drag your mouse. You will see various nodes highlighted using the dotted box.

These are the nodes to which you can drag and drop the selected node.

to add: simply follow the example on the top to add a quick reply for asking the gender.

to drag back: just select the node that you had moved and drag it back below the response of the gender quick reply

thus by using drag and drop feature, you can add to the middle of the flow.

Edit the script

You can also edit the script at any given point. In the “Script Designer” section hover or click on the down arrow button of the corresponding state. It will display options to

1. label: This is unique 4 character identifier for the state. Click on it to edit it, if you wish to.
2. Edit: This is to edit that specific bot message
3. Delete: With this, you will be given the choice to either delete that specific bot message only or include all the child states from that node.
4. User intent match: This is a checkbox that needs to be check, to have user intent match done at this state. To learn more about this, read the next section
5. Create new flow: Use this to create a new flow from this point onwards. Learn more in the sections below.
6. State specific fallback: For a given bot message, create a specific error message for an incorrect user response to that bot message. Learn more in the next sections below.

NOTE:

1. The User intent match is displayed only for bot states that have user states as children. Like a quick reply. To know more about the User intent match do read the next section of the guide.
2. You cannot change the type of a bot state i.e. if a bot message is of type text, you cannot change it to a quick reply or a carousel. You will have to delete that message and create a new one.

Sample of the edit screen for a quick reply

Adding variations

You can add variations to the intents from the users or to the responses from the bot which are of type text.

Adding variations to user intents

All the nodes that you have scripted as “User says” are treated as the user intents by the script and the NLP engine. There could be a case where you would like to add some variations to those intents. You can do so by adding them in the variation section

Thus the NLP engine will pick that state by comparing the main intent and the variations.

Adding variations to bot responses

You can randomise the responses sent by the bot to the user.

Just add the variations in the section and system will pick one of the provided responses

Bot Flows

Using Flow Bot Builder to create an extensive conversational bot with multiple flows can quickly become complicated. Take a look at below tree structure of a bot with multiple flows

In the above image there multiple flows a user can go to and to manage all these in a single window becomes difficult. Hence we have introduced bot flows.

Few benefits of Bot flows:

1. You can modularize your bot making it easy to maintain.
2. Testing and debugging an issue becomes easy.
3. Editing the bot like adding new content or editing existing one becomes easy.

How to create a flow:

You can create a new flow by expanding the Bot flows icon and clicking on the “Create a flow” button present on the menu items on the left-hand side of the screen.

Once you have entered a name for the flow you will be taken to edit the script of that flow. You can then add/edit/delete the content of the flow using the usual steps of the Flow Bot Builder.

Name of the flow should be alphanumeric and should not contain any space or special character.

Example:

I have a bot that has 6 different options(flows) for the user.

Now, I can go ahead and create 6 different flows for each of these options.

“main” is the default flow and is the starting point for the bot. Also, the flow that is being edited is shown as active using the green dot. Also, the bottom bar indicates which flow is in current view.

How to link a flow

Select the node in the tree view that should call a flow. Then click on the “Link” icon. You should see the option as “Call another flow”

Once you click on the “Call another flow” you will be presented with an option to select the flow that the bot should go to

after the selection, the tree view will be updated with a sign representing that the node is calling another flow.

How to test a flow

The web widget for testing will display a drop down to select the flow you want to test

and then you can click on the “GO” button.

You can even select to test the complete bot by selecting the first item on the list, which is your botname.

Create a new flow via Export

In case your bot flow becomes huge where the script and tree become unmanageable, you can break your existing flows into new flows, right from the script designer. When you click on this icon

you will be prompted to enter a flow name and decide if you wish to only create the flow or create and call the flow from that point.

    

When you create and call, the Call is made from the previous node so that the new flow starts with your selected node.

With export, a large flow can be broken into smaller flows, and this decision need not be taken up front, when designing the bot.

NOTE:
As stated earlier, please ensure that your flows have a Return state appropriately set at the end of the flow.

State-specific fallback message

There are instances when the generic fallback response doesn?t convey the error in user response. The bot needs to be specific about what user input it exactly needs. For e.g. if the bot is expecting a numeric 4 digit input and the user doesn?t provide exactly that, the generic sorry message doesn?t usually tell the user the specific error and what?s expected.
In order to make conversations even more natural and smooth, you can now add fallback messages that are relevant to that bot state so as to guide the user to reply with a more appropriate response, for that bot query.

When you click on this icon

Note: For states where this isn?t set, the generic fallback response will be triggered.

Shareable Bot flow links

Once you publish your bot to a Facebook messenger page, you will automatically get unique messenger links generated for each individual bot flow. When you click on the messenger links next to your flow names

you will see a popup which gives you a messenger link.

This link takes users directly to that specific bot flow. This is useful when you?ve created flows with a specific functionality or goal that can be shared via marketing campaigns to get users to interact with that specific flow / section of your bot. These flows could be specific to leads, specific promotions an updates, new functionality, etc.

NOTE:
Please ensure that each bot flow calls or returns to main or other flows in your bot so that the conversation flows smoothly and users don?t get lost.