Welcome to our Botgate AI Documentation where you find information, best practices and guidance about our Conversational Marketing, Sales & Messaging solutions.

Proactive

A proactive message is a message that is sent by a bot to start a conversation. Proactive messages sometimes have a similar essence as pushed notifications.

You can interact with more customers and encourage visitors to start chatting with Proactive feature. It allows you to show your customers a pop-out message right above the AI Bot Widget even if they didn't interact with the AI Bot.

Proactive messages can be useful in a variety of scenarios. For example, if the user has previously asked the bot to monitor the price of a product, the bot can alert the user if the price of the product has dropped by 20%.

Dashboard Overview

You can see some insights of your account such as the # of Conversations, how many active contacts you have and couple reportings.

On the left hand side of the Dashboard, you will see Management Tab that you can access the sections below top to bottom respectively:

• Team Inbox

• Contacts

• AI Bot Design

• Proactive

• Integrations

• Reports

• App Settings

• Switch App

• Profile

You will use the text response for most of your interactions. Text is the simplest but also the most flexible way to talk to your visitors. With text you can ask and answer questions or discuss problems.

You can add a few different messages and the response will be chosen randomly. It’ll make your chatbot to feel more natural and humanlike. You can rephrase the same sentence or just make each of them unique.

To give a selection option to your text response, you can click on Add Button and add buttons. With this function, you can direct the conversation to another flow or a URL.

Onboarding Steps

At Step 1, you will be needed to enter and select some basic information such as App Name, Picking the Widget Color and Language. You can see the preview of the widget on the right side of the page.

At Step 2, you will be prompted to give account information such as Website that is needed to be whitelisted to run the widget, Timezone and a Conversation Template if you want to go live with a predefined AI Bot.

At Step 3, you will have final instructions to install the widget on your website.

Either you can place the code just before the closing </body> tag at every pages on your website or you can enter your developers email address for us to send the proper instructions.

Once you complete these steps, you can move on to the Dashboard.

As it can be seen above, there are 3 default flows that has been defined for specific actions:

• default.welcome

• default.fallback

• default.autoclose

Welcome! If you're new to Botgate AI and want to get started setting up your account, then this is the guide for you. We’ll show you the exact steps and resources that you need for a successful onboarding of Botgate AI for your business.

If you’ve already started setting up your account, you can still use these steps as a checklist to double check your Botgate AI widget.

In each of the steps below, we give you necessary actions to take that can be assisting as you complete setting up your account.

Once you create your Botgate AI account, we will be directing you to a short onboarding page.

With Botgate AI, you have a lot of control over how the conversation goes.

When the intent is detected, your bot will respond with a simple text, an image, carousels and many more.

Responses that you can use:

• Text

• Carousel

• Image

• Video

• Get Location

• REST API

• Send Email

• Go to Flow

• Live Chat Connector

Use carousels to show your products or services as individual carousels with action buttons.

Carousel items:

1. Image URL - add the URL of an image or upload it directly from your PC

2. Heading - give each of them a heading

3. Description - add a short description

4. Add Button - add max ? buttons and assign each of them a flow or URL that will be triggered when the button is clicked.

When creating your AI bot, flows are the most important part of the design process.

While creating a new flow, we have 4 fields: Flow Name, User Says, Data Collectors and Responses

Flow Name

First, you need to give your flow a name.

User Says

Possible user utterances to train the AI bot; when a similar user input is received, these intents will be detected.

Data Collectors

Data Collectors are values needed from user when intent is detected. Add Data Collectors to your flow to get desired values from user before sending your bot responses.

• Image

Using images helps to visualize the conversation and draws attention.

Like images, using videos helps to visualize the conversation and draws attention.

With this response type, you can direct the flow to another flow. This can be triggered without the user knowing after a certain point of the scenario is reached, or added as a button type, when an option is selected.

You can use REST API to direct the data that you have collected and get responses accordingly.

With Botgate AI, you can get location information from your visitors so you can offer them some location based offers.

When you use this feature, it will be shown as below:

You can easily redirect the ongoing chat from the bot to your Live Agents by using this response.

While using Live Chat Connector, you can also add a text response shown to users.

A proactive message is a message that is sent by a bot to start a conversation. Proactive messages sometimes have a similar essence as pushed notifications.

You can interact with more customers and encourage visitors to start chatting with Proactive feature. It allows you to show your customers a pop-out message right above the AI Bot Widget even if they didn't interact with the AI Bot.

Proactive messages can be useful in a variety of scenarios. For example, if the user has previously asked the bot to monitor the price of a product, the bot can alert the user if the price of the product has dropped by 20%.

In this part, you can list all your conversations. You can also filter them and see:

• The conversations with no participants

• Open conversations

• My Closed conversations (only yours)

• All Closed conversations (all your teammates)

• AI Bot conversations

• All conversations

Entities are data buckets that contain words and phrases with similar characteristic, such as countries, movie genres or a product list. You can create as many entities as you need. To save your time, you can also use the ready to use system entities.

Below are built-in system entities. You can use them in your intent parameters directly to validate user inputs.

System entities are used mainly to validate user input to help users avoid invalid responses. To understand the purpose of the system entities:

@sys.date: Validates date inputs with the format of YYYY-MM-DD

@sys.datetime: Validates date & time inputs with the format of YYYY-MM-DD HH:MM:SS

@sys.duration: ?

@sys.email: Validates email inputs with the format of example@example.com.

@sys.number: Validates number inputs with the format of double.

@sys.phone: Validates phone number inputs with the format of double.

@sys.text: Validates text inputs with the format of string.

@sys.time: Validates time inputs with the format of HH:MM:SS

@sys.url: Validates URL inputs with the format of ?

@sys.user.email: Validates email inputs received from users with the format of example@example.com.

@sys.user.fullname: Validates full name inputs received from users with the format of string.

@sys.user.lastname: Validates last name inputs received from users with the format of string.

@sys.user.name: Validates name inputs received from users with the format of string.

@sys.user.phonenumber: Validates phone numbers inputs received from users with the format of double.

To create a new Entity:

1. Click on Create User Entity button.

2. First, you need to give your entity a name.

3. We have two fields: Reference Value and Synonyms

   1. Reference Value: In this field add a general name, a container that will describe all the values.

   2. Synonyms: In this field type synonyms and words or phrases that refer to this container.

4. Fill the reference value.

5. Type synonyms and hit enter to add

6. Add as many entities as you need.

7. Hit the Save Change button. Your entities are ready!

Team Inbox is the inbox that you will list all the conversations between you and your customers. Your live agents can take over the conversations from AI bots.

You can open/close conversations, see contact details such as where your visitor came from, recent conversations, location information etc.

If your live agents want to take over the conversation from AI Bot, they just need to change the status of the conversation via the button on the top right. You can see it as an example below:

Once your live agents took over the conversations, they can close them afterward.

With this setting, you can set the availability of your live agents. Once you complete this action, it can be your agents or only AI bot that lead the conversations. Please see below:

To create a new Proactive:

1. Click on Create Proactive button.

2. First, you need to give your proactive a name.

3. We have 4 fields: Detecting Type, Trigger Flow, Proactive Waiting Time and Proactive Message

   1. Detecting Type: With this selection, you can define where to show this Proactive message: All pages, Custom or Contains selections will be given.

   2. Trigger Flow: You can select the flow that will be triggered once the Proactive message is clicked.

   3. Proactive Waiting Time: This is a slider for the selection of time that the Proactive message will be popped up as seconds.

   4. Proactive Message: Pop-up message shown to visitors on the web page.

4. Select the Detecting Type.

5. After you select the detecting type as Custom or Contains, Detected URL field for Custom and Custom Word field for Contains will be shown.

6. Select the Trigger Flow.

7. Adjust the Proactive Waiting Time.

8. Enter the Proactive Message.

9. Hit the Save Changes button. Your Proactive is ready!

With Search tab, you can find the specific conversations rather than scrolling up and down.

Once you search a keyword like the contact name or message, the conversations that contains it will be listed.

WhatsApp Sandbox mode allows you to start testing two-way WhatsApp messaging in a sandbox environment.

You can start new conversations and use all features with Botgate AI WhatsApp Sandbox Mode. The Sandbox mode allows a single contact (Whatsapp number) per Botgate AI app at a time.

To join the WhatsApp Sandbox mode:

1. First, scan the QR code from your phone camera. It will lead you to WhatsApp and a new conversation will be started.

2. After this process, you can start testing by talking with the AI bot from your mobile phone!

Once you expand Contact Details tab, you will get more information on your visitors.

Contact

You can get your visitors' names if you collect their names before.

Details

You can go more through your visitors. The information you will see in this part:

• Last seen tells you the last time when your contacts were online on the widget.

• Channel tells you which channel is your customer came by.

• Web Browser and Device allows you to see the web browser and operating system of your customer.

• Current Page tells you which page your customers are in.

• Timezone indicates what time is it in the location where your customers are.

Recent Conversations

With Recent Conversations tab, you can see your previous messages with this visitor.

Geological Location

It's important to know where your visitors are.

This part can tell you specific information such as Country, City, IP Address and coordinates of your visitors.

You can convert the potential leads to customers on your web page and Web Widget offers the best experience. Built in Web Widget contains rich messaging features.

Design

In this section, you can edit the theme of the Web Widget.

Settings that you can change here:

• Theme Color: With Theme Color, you can choose the widget color specific to your brand.

• Launcher Icon: The icon that appears from the bottom right corner of your web page. You can either go with Default Icons or Custom Icon.

• AI Bot Icon: It appears if the AI Bot responds to conversations.

• Sound On: Turns on the notification sound for messages to your customers on your web page.

• Send Image: Allows your customers to send images to you in the Web Widget on your web page.

• Send Video: Allows your customers to send videos to you in the Web Widget on your web page.

• Send File: Allows your customers to send files to you in the Web Widget on your web page.

• Send Location: Allows your customers to send location to you in the Web Widget on your web page.

• Whitelist Domains: You can add domains the web widget will work on. If empty, it is valid on all domains.

Install Docs

In this section, necessary codes for implementing the Web Widget to your web page are listed.

There are 4 types of scripts for different purposes: Install Botgate AI on your website (for logged-out users and for logged-in users), on your web app (for custom data sync) and Start the Web Widget programmatically (for custom development). The examples are shown below:

Botgate AI’s WhatsApp Business API allows you to connect to your customers on the world’s most popular messaging app via our API, AI Bot Builder low-code solution, or native CRM integration.

You can send and receive WhatsApp messages for customer support, alerts and notifications, as well as two-factor authentication.

To start your WhatsApp activation:

1. Please select the country code by clicking to the world icon.

2. And then, enter your WhatsApp number.

3. Click on Start Activation.

This integration allows your customers to chat with your team for your pre-sales and after-sales processes from Facebook and Messenger.

To get started:

1. Click on Connect your Facebook Pages button.

2. You will be redirecting to your Facebook account to give permissions.

You can create an AI Bot and use it with your favorite apps or add to your website with just a few straightforward steps.

Botgate AI integrates with following apps:

• Web Widget

• WhatsApp

  • WhatsApp Sandbox

• Instagram*

• WhatsApp Business API

  • 360 Dialog

  • Infobip

• Facebook Messenger

• Webhooks

Account Settings

Profile

In this section you can view the email address assigned to the account, change your name & last name and upload/edit your avatar.

Change Password

In here, you can change your password.

To change your password, you need to enter your current password and then enter your new password.

Plan & Payment

Botgate AI API allows you to craft entirely unique messaging experiences for your app and website as well as talk to any backend or external service.

To create new API key, you can click on Create API Key button.

Give your customers two-way messaging experience with 360 Dialog WhatsApp Business API.

Botgate AI ’s WhatsApp Business allows you to connect to your customers on the world’s most popular messaging app via our API, AI Bot Builder low-code solution, or native CRM integration. You can send and receive WhatsApp messages for customer support, alerts and notifications, as well as two-factor authentication.

To connect:

Give your customers two-way messaging experience with Infobip WhatsApp Business API.

To connect:

1. Enter your WhatsApp number.

2. Enter your username and password you get from Infobip.

Bot Settings

App Settings

Here you can set the value of two core elements of your chatbot: AI Bot Confidence and Bot Status

• AI Bot Confidence represents the confidence interval (threshold) used in AI Bot's flow detection. By setting the AI Bot confidence correctly, you can provide effortless and smooth chatting experience, right for your business.

• Bot Status is a button that you can change its status to online/offline. While offline, your live agents can keep the conversations up.

Also, you can edit your App Name, view your App Language, change your Timezone and delete your app.

Persistent Menu

The persistent menu is like the setup menu of an AI Bot. It allows users to navigate to other flows or URLs you choose to display.

To add persistent menu:

1. The status button should be enabled.

2. Click the Add Persistent Menu button.

3. Enter your Persistent Menu name.

4. Then, select the flow or URL that you want to link with.

You can always add a Sub Menu by clicking to Add Sub Menu button. However, once you add a Sub Menu, your first Persistent Menu will become only a button that is navigated to the Sub Menu.

Teammates

In this section, you can assign different roles to your teammates; decide who should get permission to manage your subscription and who should focus on answering your customers or monitoring reports.

How to add new teammates

1. Go to Teammates section in your settings.

2. Click on the Add Teammates button.

3. Enter the name, last name and email address.

4. Then assign a role to that teammate. You can either choose Account Owner or Chat User.

5. Finally, select the app you want to assign to. When you do not select an application, it is authorized in all apps.

Roles of Teammates

• Account Owners can access everything in Botgate AI, including all AI Bot, team settings and payment.

• Chat Users can access certain conversations and contacts.

Conversations

In this section, you can choose what happens in a case of inactivity.

default.autoclose flow will be activated according to your selection in here.

It automatically closes conversations where participants are unresponsive and you can set the time interval to have this activated.

This feature will be activated by default.

To deactivate this feature:

1. Click on the blue button on the right hand side. This will turn grey.

It could be that you are a member of more than one Botgate AI app. In this situation, you can easily toggle between your apps with just a few clicks.

To switch between apps:

1. Click on Up and Down Arrow on the top of your profile.

2. Select the app you want to login.

You can also add new app from this menu. Once you click on the New App button, you will be redirected to Onboarding page.

With Plan & Payment, you can upgrade or downgrade your plan anytime you want, regardless of whether you have an active paid subscription or you are on the Free plan.

In this section, these settings below can be made:

• Managing your subscription

• Buying additional packages

In here, you can view your subscription plan and change it. To change your subscription plan:

1. Click on Manage Subscription button.

2. Select the Plan you want to change to. You can select monthly or annually (with 20% off).

3. Click on the Proceed to Checkout.

You can also change your plan just by selecting one of the plans that is listed in the main page:

Add Teammates

To buy additional Teammates:

1. Click on the Add Teammates.

2. Then, enter the number of Teammates you want to have.

3. Click on the Proceed to Checkout.

4. Enter your credit card information and click on Upgrade Plan afterward.

Add Active Contacts

To buy additional Active Contacts:

1. Click on the Add Active Contacts.

2. Then, select the number of Active Contacts you want to have and select the number of plan.

3. Click on the Proceed to Checkout.

4. Enter your credit card information and click on Upgrade Plan afterward.

Add WhatsApp Business API

To buy WhatsApp Business API:

1. Click on the Add WhatsApp Business API.

2. Then, select one of the of WhatsApp Business API plans you want to have and select the number of plan.

3. Click on the Proceed to Checkout.

4. Enter your credit card information and click on Upgrade Plan afterward.

You can also buy WhatsApp Business API just by selecting one of the additional packages that is listed in the bottom of the main page:

With Payment History, you can list the invoices of your purchases and download them.

Webhooks are a fantastic way to extend the Botgate AI platform beyond the built-in feature set. You can use webhooks to build your own Botgate AI chat clients, to integrate more deeply with your favorite CRM, or to build a bot.

An app is limited to 4 webhooks. A webhook can subscribe to multiple trigger events. We recommend using a single webhook that registers to all the events you need.

To add Webhook:

1. Click on Add Webhooks button.

2. Enter the endpoint.

3. Select an Event.

Attributes are tags that are assigned to those who interact with your bot. Use them to gather and track data and personalize the chat.

Attributes allow to assign information to users or ongoing chats and pass them to other services. Think of them as tags or labels.

• Attributes are related to Data Collectors.

• You can use Data Collectors to validate user input and get attributes.

• You can also use them in REST API responses

You can use this response for user feedbacks or notifications, or to export data from your AI Bot.

The Reports section provides in-depth knowledge about your AI Bots. Here you can analyze the conversations, compare flows, browse data from various periods and much more.

Conversations

Here you can check the total number of conversations, average conversation lengths, the busiest period map that illustrates what day and time your bots were active the most and more.

Contacts

Here you can check the number of new contacts, average conversations per contact and average messages per contact.

Messages

Message reports give you an insight into how many single inquiries your AI Bots receives from users. This data can help you understand how an average chat with your bot looks like.

AI Bot

AI Bot reports list flows ordered by their popularity. On the top of the list, you can find popular flows that were triggered the most and on the bottom, popular User Says and unpopular User Says.