聊天機器人¶
*聊天機器人*是一種設計來模擬真人對話的程式。聊天機器人會被指派一組預先編寫的步驟腳本。這些腳本的設計是為了預測訪客可能的回應，並引導他們完成一系列問答，就像真人團隊成員一樣。
聊天機器人可以自訂來扮演各種角色，從客戶支援、建立潛在客戶到收集聯絡人資訊。每個聊天機器人的目標可以根據多項條件而有所不同，包括其所在的網頁以及其捕捉的資訊。
建立聊天機器人¶
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.
Welcome Bot 可作為起點。現有步驟可以編輯或移除，也可以加入新步驟來自訂腳本，依需要而定。
必要時，可以刪除或封存 Welcome Bot。
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。
聊天機器人腳本¶
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.
步驟類型¶
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¶
此步驟用於不需要或無需回應的訊息。文字步驟可用於問候語、提供資源（例如使用說明）或提供特定網頁的連結。
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¶
此步驟提出問題並提供一組答案。訪客按一下其中一個答案，這會導向對話中的新步驟，或可導向新網頁的可選連結。
在訊息欄位中輸入問題。然後，在答案標題下，按一下加入資料行以建立空白答案資料行。
繼續輸入應向訪客顯示的答案。若要將答案轉換為在選擇時重新導向訪客的連結,請在選用連結標題下將網址加入答案資料行。
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¶
此步驟提示訪客提供其電子郵件地址，該地址會被儲存，團隊成員稍後可使用它來跟進其他資訊。
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¶
與電子郵件類似，此步驟類型提示訪客輸入其電話號碼，該號碼可用於跟進其他資訊、安排示範等。
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¶
此步驟將對話轉交給活躍的線上客服操作員，以便他們可以繼續協助訪客。由於對話記錄會傳遞給操作員，因此他們可以從聊天機器人停止的地方繼續。這不僅可以為所有參與方節省時間，還可以在對話到達線上操作員之前幫助確認對話資格。
備註
如果頻道上沒有活躍的操作員可用，聊天機器人會繼續與訪客對話。因此，應在此步驟之後加入其他步驟，以確保對話不會突然結束。其他步驟既可以告知訪客缺少可用的操作員（例如`糟糕，看來我們的操作員都不可用`），也可以繼續對話（例如`您想留下您的電子郵件地址嗎？`）。
自由輸入/多行¶
*自由輸入*步驟允許訪客在沒有預先撰寫的回應下回答問題。這些回應中提供的資訊會儲存在聊天記錄中。
根據訪客被要求提供的資訊類型和數量，選擇自由輸入或自由輸入（多行）。
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.
僅當¶
聊天機器人腳本以如果/則為基礎運作，這意味著呈現給訪客的下一個問題是由上一個問題所提供的答案決定。
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:
歡迎機器人：「您在尋找什麼？」
訪客：「我有一個定價問題。」
歡迎機器人：「嗯，讓我看看能否找到可以協助您解決這個問題的人…」
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.
腳本測試¶
為確保所有訪客與聊天機器人互動時有滿意的體驗，每則訊息都需要導向自然的結論。聊天機器人腳本應該經過測試以確認沒有死路，並了解訪客與聊天機器人互動時看到的內容。
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.
若要測試聊天機器人的效能，請先按一下聊天機器人腳本頁面左上方的測試按鈕。然後在重新導向至測試畫面後，以潛在網站訪客的方式回答聊天機器人提示。
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。
將聊天機器人加入頻道¶
建立並測試聊天機器人之後，需要將其加入線上客服頻道。
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
若要建立新的線上客服頻道，請開啟並按一下新增。如需更多資訊，請參閱線上客服。
按一下頻道規則分頁。然後開啟現有規則，或按一下加入資料行建立新規則。
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.
其他資料