Make Every Conversation Count: Personalize Your Chatbot for Human-Like Engagement

Make Every Conversation Count: Personalize Your Chatbot for Human-Like Engagement

Imagine walking into your favourite coffee shop, and before you even place your order, the waiter asks, "Would you like your usual?" That small gesture makes you feel recognized and valued, strengthening your connection with the place. Now, what if your chatbot could create that same personalized experience for your visitors?


With the Criteria Router card, you can dynamically tailor your chatbot’s behaviour based on visitor attributes, without writing a single line of code. Adjust the bot’s flow based on factors like visitor type, CRM details, lead score, or real-time responses to create smarter, more relevant interactions that make every conversation meaningful.

Say "Welcome back" to returning visitors

 

Instead of using a common greeting, your bot can identify returning visitors and greet them accordingly:

  • For new visitors: "Good morning! Welcome to Zylker 👋"

  • For returning visitors: "Good morning! Welcome back, <visitor name> 👋"

By personalizing interactions, you create a near human experience, increasing engagement and customer satisfaction.

 



How can your business benefit from this?  

  • Enhance Customer Experience: Personalization makes interactions feel natural and engaging.
  • Prioritize VIP Customers & Leads: Ensure high-value visitors get the best support.
  • Optimize ChatGPT Assistant Usage: Control access to premium AI responses, reducing unnecessary API calls.

 

Use cases for the Criteria Router  


1. Prioritizing High-Value Leads  


Use Lead Score, CRM Tags, or Visitor Stage to route/transfer potentials directly to experienced sales reps, increasing conversion rates.


 

2. VIP Customer Support  


Identify VIP customers via CRM data or tags and route/transfer their requests to senior support reps for immediate resolution.


 

3. Recognizing & Greeting Returning Visitors  


Detect returning visitors using Visitor type and customize greetings accordingly.

 


IdeaPro Tip: Use "Good %smart.timenow%" context variable to personalize greetings further based on the time of day (Morning, Afternoon, Evening, and Night).  =

4. Contextual Support Based on Page Visits  


Customize chatbot behaviour based on the visitor's current page. For example, visitors on the support or about page can receive an enhanced support experience, including AI-powered assistance or ticket creation.

 

5. Campaign-Based Chatbot Flows  


If visitors land on your website via a specific marketing campaign, tailor chatbot responses to align with that campaign, ensuring a seamless experience.

 

 

 6. Flow Customization Based on Visitor Input  


When using the Input Card to capture visitor responses, you can split the bot flow based on their answer. For example, if you collect feedback via a Ratings Card, store the visitor's response in a bot context variable. Then, use the Criteria Router to customize the bot's response based on the rating received. High ratings can trigger a request for a testimonial, while low ratings can prompt an immediate support escalation, ensuring a proactive customer experience.'



 

ChatGPT Assistant Pro Tip: 

 

We know that the ChatGPT Assistant is a paid service that charges per API call. To manage its usage effectively, you can use the Criteria Router.

 

Instead of enabling it for all visitors, analyze the most common inquiries you get for your business, whether sales or support-related. If most are support queries, provide the assistant's expertise only for existing customers for enhanced support. For sales-related queries, get the visitor's requirement and create a support ticket in the desk or schedule an appointment instead, ensuring optimized usage and cost management.




Testing the Criteria Router 

To test the Criteria Router, click on Test Your Bot, then select Edit Visitor Info below the bot's display picture and fill in the details based on the card you're testing. For example, if you want to test whether the bot flow changes when a visitor lands on the Contact Us page, search for Landing Page and enter your Contact Us page URL. Then, restart the bot flow to see if the bot responds accordingly.


You can use this method to test different use cases and visitor personas, ensuring your bot behaves as expected in various scenarios. 


FAQs  

 

1. Can I add multiple rules to the Criteria Router?

​
Yes, you can combine multiple rules using AND & OR conditions to fine-tune chatbot behaviour.

 

2. Can I track which flow is used most often?

​
Yes! Use Flow Stats to track and analyze chatbot interactions.

 

3. Can I create different bot flows based on visitor location?

​
Absolutely! Use the Country/Region filter to customize responses for different geographic locations.

 

4. Can I differentiate between WhatsApp and website visitors?

​
Yes! Use the Channel filter to create distinct chatbot experiences for website, WhatsApp, and other platforms.

    • Recent Topics

    • Forwarder

      Hi, I tried to add a forwarder from which emails are sent to my main zoho account email . However, it asks me for a code that should be received at the forwarder email, which is still not activated to send to my zoho emial account. So how can I get the

    • No chat option

      Chat option is not supported.

    • Direct “Add to Google Calendar” Option in Zoho Meeting

      Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement related to the “Add to Calendar” functionality in Zoho Meeting. Currently, when we open Zoho Meeting and view our meetings under My Calendar, there is an Add to

    • Default Tagging on API-generated Transactions

      If one assigns tags to an Item or Customer, those tags get auto-populated in each line item of an Invoice or Sales Order when one creates those documents. However, if one creates the Sales Order or Invoice via the API (either directly coding or using

    • DKIM cannot be enabled for the domain as no verified default selector present

      Hi Support Team, For Domain DKIM record trying to enable status. but showing error "DKIM cannot be enabled for the domain as no verified default selector present" So, please resolve the issue. Thank you.

    • unable to send message reason 554 5.1.8 Email outgoing blocked

      unable to send message reason 554 5.1.8 Email outgoing blocked

    • I can't log in to my account on Thunderbird

      I've just had to rebuild my PC (calamitous mess from Microsoft with Win10/Win 11 'upgrade' - they confirmed I had to start with a new build). I have used Zoho mail for years via Mozilla Thunderbird, but now I've had to download the latest version of TBird,

    • Should I Use DMARC?

      When I configure Zoho Mail's DMARC settings, it's mandatory to fill in the RUA and RUF (Aggregate notification email address*, Forensic notification email address*) addresses. When we enter an email address in these fields, we receive reports from the

    • Introducing Profile Summary: Faster Candidate Insights with Zia

      We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring

    • Books API Receiving an Error that Doesn't Make Sense when Creating Credit Note - trying to use 'ignore_auto_number_generation' argument

      Hello, I'm working on a newly created routine and I'm getting an error that doesn't make sense when trying to create a new Credit Note. Here is my POST request. Endpoint: https://www.zohoapis.com/books/v3/creditnotes?organization_id=########## Body:     {

    • How to move emails to Shared Mailbox?

      Hello, I created a Shred Mailbox instead of using a distribution group. But I cannot move previous emails to certain shared mailbox. Is it possible move some emails from inbox to shared mailbox?

    • Collaboration with free plan user.

      Hello. Do both users need to be on Pro plan to collaborate? Or can a Pro user share a note with a free plan user with the ability to edit?

    • Connection to other user

      Zoho Cliq handles sharing of Custom OAuth Connections that require individual user logins.

    • In arattai received message can't be deleted

      The issue has been noticed in following: arattai app (Android) arattai app (Window) arattai web While the message posted by me may be deleted, the ones received from others can't be. The item <Delete> change to <Report> when the message is a received

    • Analytics Portal

      I have the "standard plan" and want to explore the portal option; I activated the 15-day trial but do not see the pricing for the add-on. How can I get the price under "Upgrade add-ons." Thanks Rudy

    • Can I filter a Lookup field to only show related records from another Lookup in Zoho CRM?

      In our Leads module, we have two Lookup fields: Recruitment Agency – the agency that the lead came from Recruiter – the individual contact from that agency who sent us the lead Both fields link correctly to their respective records in CRM. However, our

    • Zoho Books API invoice email bouncing with 'relaying-issues' error

      I have waited over 30 days for zoho books uk to assist with the following and i have had no replies or tickets erronously closed. The service has been terrible - very unlike zoho! So i am raising this here hoping that a community member can assist: Hello,

    • How do I filter contacts by account parameters?

      Need to filter a contact view according to account parameter, eg account type. Without this filter users are overwhelmed with irrelevant contacts. Workaround is to create a custom 'Contact Type' field but this unbearable duplicity as the information already

    • Zoho Writer to Zoho Sign Template Misalignment – Request for Community

      We are currently facing a critical issue impacting our live business operations due to a misalignment problem between Zoho Writer templates and Zoho Sign output. Issue Summary: We have an automated workflow in Zoho CRM using Deluge scripts that generates

    • Account blocked

      Yesterday I got my Zeptomail account blocked due to too many hard bounces. My account is used exclusively for sending transactional emails (eg. your order has been shipped, a form has been filled, etc) and the sudden blocking impacted hundreds of websites

    • Migration Tool Download

      Since apparently you have to ask for the migration tool to download (why?), I need the download for the migration tool for exchange servers. Please forward link, thanks.

    • IF Formula

      Hi, I'm having trouble setting up a custom formula in a field. Can you help me with it? The formula should do the following: If the created date is less or equal to 30 days the field should display a string New in pieline or Exisitng pipeline if above

    • Autorespond to one specific sender

      Is there any way to create a rule or filter that sends an automatic reply to messages from one specific email address?  I really need to set up something like a "vacation response" but only for one "received from" address.

    • View comprehensive logs of all actions in Custom Module History

      Hello everyone, We are happy to announce our new feature, Detail View in Custom Module History, which enhances visibility, control and accountability over your records. Users can now access a detailed timeline of every action that has been performed on

    • Track ZohoForm Conversion using Postmessage event

      Hi, I’ve been using a third-party lead tracking tool to capture leads from my website along with their source. Earlier, with the HubSpot form, the third-party script was able to detect the postMessage event that iframe forms typically send back to the

    • Email task creator when task is updated/marked complete

      I am looking for a way to notify the creator of a task in zoho todo when - Task is updated Task is closed Comments entered 1 and 2 are critical, and I cannot find a zoho flow to do this. There is no way that as a manager I will know when someone has completed

    • Email Recall Feature In Zoho Mail Which Should Also Work For Outside Organisation Members

      Add a feature to recall or undo sending an email within a configurable short time window (e.g., 30 seconds to 2 minutes) after hitting send, similar to Gmail’s undo send. Currently the sent email can not be recall If the recipient is not from within your

    • How to implement calculating average value of averaged values?

      Hi, I'm trying to implement a formula in my layout for a module that calculates the average of 2 averaged values, but I can't do so using the formula custom field. To calculate the 2 averaged values, I could use the formula custom field, but in the custom

    • Zoho Recruit update published job boards

      If we have a job thats already posted on several different job boards and we edit this job in zoho recruit (e.g. the description of the job), does this then automatically update this new information to all the published job boards?  If not, how does the

    • Narrative 14: The magic bazaar of Desk

      Behind the scenes of a successful ticketing system: BTS Series Narrative 14: The magic bazaar of Desk Marketplace is a centralized platform where users can discover Zoho and third-party applications that can be integrated with their Desk account to facilitate

    • Collections Management: #2 Late Payment Automation

      "Sir, I'll process the payment by evening, please don't apply any late payment charges", the customer said while arranging papers on his desk. Sanjay stood there with a tired smile. He had already visited twice that week. Payment collection was one thing.

    • Create a table in the layout section of modules

      Dear Sirs, I would like to know whether is possible to create a table under new fields in layouts section of modules. In fact in this section there are single line, multi line, pick list, multi-select, date, formula etc. but I am unable to add a table

    • Nimble enhancements to WhatsApp for Business integration in Zoho CRM: Enjoy context and clarity in business messaging

      Dear Customers, We hope you're well! WhatsApp for business is a renowned business messaging platform that takes your business closer to your customers; it gives your business the power of personalized outreach. Using the WhatsApp for Business integration

    • Power of Automation :: Automatic Task Status Handling for Users

      Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

    • Question - why no way to input a 'tool description' and 'tree of 'tools'

      Every business is different, with different business processes. To be truly useful Zoho MCP needs to have user editable tool descriptions (or ruleset) and a 'tool tree' so that the LLM is context aware when being used. For example, the tool description

    • Develop Zoho Meeting as a Full Native Application (Not a Browser Wrapper)

      Hello Zoho Meeting Team, Hope you are doing well. We would like to suggest an important improvement regarding the Zoho Meeting desktop application. At the moment, the Zoho Meeting app feels more like a mini browser window or an iframe that loads the web

    • Can I create a custom function for chart of accounts?

      I'm trying to add a custom function that should run whenever a record in the Chart of Accounts module is edited, but on the form for creating a new function, the module dropdown does not include the chart of accounts as an option.

    • billing

      hi, I am being billed $12/year, and I can't remember why. My User ID is 691273115 Thanks for your help, --Kitty Pearl

    • Automatic Matching from Bank Statements / Feeds

      Is it possible to have transactions from a feed or bank statement automatically match when certain criteria are met? My use case, which is pretty broadly applicable, is e-commerce transactions for merchant services accounts (clearing accounts). In these

    • Unable to confirm Super Admin assignment — confirmation button not working

      I’m trying to change the roles within my organization. I am currently a super admin and would like to add another user as a super admin. When I attempt to confirm the action, a screen appears asking for my password to verify my identity. However, when

    • Next Page