Set Welcome and Fallback Flow

Welcome / Intro Flow

The start or welcome flow is the first interaction users have with the chatbot when they first contact it. Its main purpose is to welcome users, introduce them to the features of the chatbot and guide them through the first steps of the interaction.

The flow typically begins with a welcoming message that greets the user and sets a friendly tone for the conversation.

• For example: "Welcome [Chatbot Name]! How can I assist you today?"

Adding Personalized Salutions

To make webchat conversations more personal, you can greet end-users by their first names in the chatbot’s responses. For example, the chatbot can say, “Hello Kevin, how can I help you?” instead of a generic greeting.

Here’s how to add this personalization feature using the {{UserInfo.salutation}} expression in your webchat settings:

• In your chatbot flow, locate the node where you want to add the personalized greeting or message. This could be at the start of a conversation or in any node where you want to greet the user.

• Insert the Salutation Expression: In the text field of the selected node, insert the following expression where you want the first name of the user to appear:

If the user's first name is Kevin, the chatbot will display: 'Hello Kevin, how can I assist you today?'

The salutation is taken from the information that is transferred to Helvia through custom deployment functions and it equals the 'firstName' field. For the Greek language in particular, there is a logic applied to convert the name to the vocative case (e.g. Δημήτρης → Δημήτρη).

Fallback Flow

The fallback flow in a chatbot is designed to handle situations when the chatbot encounters user input that it cannot understand or process effectively.

• It acts as a fallback mechanism to gracefully handle errors or misunderstandings and continue the conversation smoothly.

• The process involves detecting unrecognized input, apologizing for any confusion, and attempting to clarify or help the user rephrase their question.

• In cases where the chatbot is unable to resolve the issue on its own, the fallback flow can escalate the conversation to a human agent or support team. This ensures that users receive the assistance they need and maintains a positive user experience.