聊天機器人¶
*聊天机器人*是一种用于模仿真人对话的程序。聊天机器人有一个预先编写好的步骤脚本。这些脚本旨在预测访客的潜在反应，并以与真人团队成员相同的方式，引导访客完成一系列问答。
聊天机器人可以定制以扮演各种角色，从客户支持到创建潜在客户，再到收集联系信息。每个聊天机器人的目标可以根据多种标准而变化，包括其所在的网页以及它所捕获的信息。
创建聊天机器人¶
Before creating a new chatbot, the Live Chat application must first be installed on the database.
This can be done directly from the application, by searching for Live Chat
in the Search… bar, and clicking Install.
Once the Live Chat application has been installed on the database, go to .
備註
When the Live Chat app is installed, a sample chatbot is created, named Welcome Bot. This chatbot has a preconfigured script that walks through a few basic steps, including asking for a visitor’s email address, and forwarding the conversation to an operator.
*欢迎机器人*可用作起点。可根据需要编辑或删除现有步骤，并添加新步骤来定制脚本。
如有必要，可以删除或归档*欢迎机器人*。
要创建新聊天机器人，请导航至 聊天机器人 页面（）并点击 新建。这会打开一个空白的聊天机器人详细信息页面。
在空白的聊天机器人详细信息页面，在 聊天机器人名称 字段中输入名称，并点击表单右上角的 编辑图像 图标添加照片。
聊天机器人脚本¶
After the new chatbot has been created and named, the next step is to create a script. Chatbot conversations follow an accompanying script. These scripts are comprised of lines of dialog, each designed to deliver or capture information.
To create a chatbot script, click Add a Line in the Script tab of the chatbot detail page, and a Create Script Steps modal appears.
This form must be filled out for each line of text (dialog) that the chatbot could deliver during the conversation.
First, enter the content of the message in the Message field. Then, select an option from the Step Type and Only If drop-down menus.
步骤类型¶
The Step Type selected depends on the intended purpose of the message. The available options in the Step Type drop-down menu are detailed below:
文字¶
此步骤用于不需要或不需要访客回复的消息。文本步骤可用于问候、提供资源（例如文档）或指向特定网页的链接。
重要
Text step types are only intended to deliver information, and do not allow for any visitor input. As such, they must be followed by additional steps to continue the conversation.
提問¶
该步骤提出一个问题，并提供一组答案。访客点击一个答案，即可进入对话的新步骤，也可以选择链接到一个新网页。
在 消息 字段中输入问题。然后，在 答案 标题下，点击 添加一行 以创建一个空白的答案行。
接着输入应显示给访客的答案文本。若要将答案设置为一个链接，以便访客选择后重定向到其他页面，请在 可选链接 标题下为该答案行添加 URL。
Repeat these steps for every answer to be included for the question.
按一下 儲存並關閉 或 儲存及新增。
小訣竅
It is helpful to add a catchall answer to question steps (e.g: Something else). This helps
visitors continue the conversation, even if their needs do not exactly fit with any of the other
answers.
電郵¶
这一步会提示访客提供电子邮件地址，电子邮件地址会被保存起来，团队成员以后可以用它来跟进更多信息。
The only accepted inputs for this step type are email addresses that are in a valid format. If a visitor attempts to enter anything other than a valid email address, the chatbot responds with a message stating it does not recognize the information submitted.
電話¶
与电子邮件类似，此步骤类型会提示访客输入其电话号码，该号码可用于后续跟进、提供更多信息、安排演示等。
警告
Due to the vast number of formats used for phone numbers worldwide, responses to this step type are not validated for formatting, and can include both numbers and special characters.
轉發給操作員¶
此步骤将对话转接给一位在线的实时聊天操作员，以便他们继续为访客提供帮助。由于对话记录会传递给操作员，他们可以从聊天机器人中断的地方继续。这不仅为所有相关方节省了时间，还有助于在对话到达人工操作员之前对其进行初步筛选。
備註
如果该频道上没有在线的操作员，聊天机器人将继续与访客对话。因此，应在此步骤之后添加其他步骤，以确保对话不会突然结束。这些附加步骤既可以告知访客暂无操作员可用（例如：哎呀，看起来我们的操作员现在都不在线），也可以继续对话（例如：您是否愿意留下您的电子邮件地址？）。
自由输入/多行¶
自由输入 步骤允许访客回答问题，而无需提供预设的答案选项。在这些回复中提供的信息会存储在聊天记录中。
建立潛在客戶¶
This step creates a lead in the CRM application. Select an option from the Sales Team drop-down field that appears to assign the created lead to a specific team.
備註
This step is only available if the CRM application is installed on the database.
新增技術支援請求¶
This step creates a ticket in the Helpdesk application. Select an option from the Helpdesk Team drop-down field that appears to assign the created ticket to a specific team.
備註
This step is only available if the Helpdesk application is installed on the database.
仅当¶
聊天机器人脚本基于“如果/那么”的逻辑运行，这意味着呈现给访客的下一个问题由其对上一個问题的回答决定。
To continue the progression of the conversation, the Create Script Steps form for a new step contains a field labeled Only If. This field is where the progression of questions is defined.
If a step is intended to follow all of the previous messages, this field can be left empty. However, if a message should only be sent conditionally, based on a previous response, or several previous responses, those responses must be added to this field.
重要
If any selections are made in the Only If field, they must all be selected during the conversation before this step will be included. Only include selections in this field if they are necessary for this step to be displayed.
Example
In the Welcome Bot script, a visitor can ask about pricing information. If the visitor selects this response, a step is included to forward the conversation to an operator. The chatbot first sends a message informing the visitor that it is checking to see if an operator is available to chat.
However, this message should only be delivered if the visitor requests pricing information. In that situation, the conversation would proceed as below:
欢迎机器人：“您在寻找什么？”
访客：“我有一个关于价格的问题。”
欢迎机器人：“嗯…让我看看是否能找到可以帮您处理这个问题的人…”
In the details form for the Text step, the I have a pricing question response has been selected in the Only If field. As such, this step is only shown in conversations where that response has been selected.
脚本测试¶
为确保所有访客都能获得满意的聊天机器人体验，每条消息都需要引导至自然的对话结束点。应测试聊天机器人脚本，以确认不存在死胡同，并了解访客与聊天机器人互动时的体验。
重要
If the visitor provides an answer, or input, that is not assigned a corresponding follow-up response, the conversation stops (dead-ends). Since the visitor cannot re-engage the chatbot, they must restart the conversation by refreshing the chat window, or their browser.
要测试聊天机器人的性能，首先点击聊天机器人脚本页面左上角的 测试 按钮。然后，在重定向到测试屏幕后，像潜在网站访客一样回答聊天机器人的提示。
当脚本到达终点时，聊天窗口底部会显示*对话结束…重新开始*的信息。要从脚本的开头开始对话，请点击 重新开始。要返回脚本页面，请单击页面顶部的 返回编辑模式。
将聊天机器人添加到频道¶
创建并测试聊天机器人后，需要将其添加到实时聊天频道中。
First, open the application, find the Kanban card for the appropriate live chat channel, hover over it, and click the ⋮ (three dots) icon to open the drop-down menu. Click Configure Channel to open the channel detail form.
備註
要创建新的在线客服频道，请打开 并点击 新建。更多信息请参阅 在线客服。
点击 频道规则 选项卡。然后，打开一个现有规则，或通过点击 添加一行 来创建新规则。
On the Create Rules modal, choose the appropriate chatbot in the Chatbot field.
If the chatbot should only be active if there are no live chat operators available, check the box labeled Enabled only if no operator.
也參考