WFH Tip : 15 What are Zobot responses and how can they be used?
The Zobot is a bot development platform on Zoho SalesIQ, using which you can build very compelling chatbots to automate customer interactions. It automates the process of interacting with your website visitors and helps you maintain the presence of a helping hand, even when all your operators are busy and can't respond. This post will talk about the different types of responses that can be used in the Zobot.
Before we jump in and start learning about the different types of responses, let us build ourselves a little example. Let us take the example of a common e-commerce store and assume that a Zobot called E-com Bot has been deployed on the website to answer customer queries. We will look at how each response type will help the bot during different scenarios during the conversation.
Suggestions:
Every conversation between a Zobot and the visitor consists of a couple of exchanges. Sometimes visitors might get a feeling that the conversation is getting monotonous and might not feel like typing out the response to a question. To handle situations like these and to make efficient conversations, the bot can display response suggestions in order to save the time and trouble spent in manually typing out responses.
For instance, the bot can display a list of products - say household appliances, clothes, shoes, books, etc. that are available in the store and allow the visitor to choose the one that they want to buy. This response type is an array and so you can stack more than one suggestion. They only accept collection as their value and the collection can only have a list of strings separated by commas. Learn more.
Skippable:
Some questions may look/sound unnecessary to some visitors and they might want to skip to the next part. It could be a casual question or a question about an extra detail that the visitor is not willing to disclose. In this case, skippable can be used.This response type can be used with all the input cards. It displays a skip button to the visitors along with the input widgets, using which visitors can choose to skip responding to the particular question. Say, the bot asks the visitor to choose a color for the product that he/she wants to buy and the visitor isn't very color-specific, then that question can be skipped by clicking on Skip. Learn more.
Field name:
There is always a lot of information that needs to be recorded during the course of the conversation for future use. field_name can be used in your bot scripts to update the visitor name, email, phone number, etc. inside SalesIQ. Other details like ID, city, etc. can also be updated using the field_name. This can be useful in an online store scenario - the bot can collect details like name, contact number and location of the visitor in case an order has been placed and the visitor wants the products delivered to a particular address. This information can also be used later for follow-ups. Learn more.
Note: All information other than visitor name, email and phone will be updated in the custom info section of the particular visitor.
Validate:
Validation of information given by visitors is an aspect that has to be paid attention to. Sometimes, when visitors send invalid information, it becomes difficult to follow-up or send them information about updates. The Zobot can validate the information that was given by the visitors while placing an order using validation to make sure there are no discrepancies in the data. Learn more.
Call To Action(CTA):
As the name suggests, these are buttons that can be added to bot replies and can perform different actions in your client with Client Actions. These are similar to response suggestions but the options do not disappear once the response is submitted by the visitor. They will still be able to take a look at the options inside the chat window.
The CTA is currently supported in text reply, single product and multiple product cards. Learn more.
Questions:
As the name implies, this response type is used to feed a collection of questions that the bot will ask the visitor when he/she lands on the website.This is a response type that is specific to the SalesIQ Scripts platform. It is an array of objects in which each question is an object. You can include any number of questions in the array. This response type can be used when the bot inquires about the needs of the visitor before placing an order. It can collect details like the category of products that they want to shop, the price range, color options, quantity, etc. and display a filtered list of products based on the answers given. This can make it easier for the visitor to choose the product and place an order. It accepts only a collection as the value. The collection, in turn, must have at least one map. Each question map in the array has the following keys : name, replies, input and suggestions. Learn more.
Actions
The activities that are performed by the bot while responding to visitor queries are called Zobot actions. They accept only text as their value and the values can be one of the following - reply, forward, operator_busy, context, block, pending and end. Say, the visitor wants to buy a home appliance on the online store and wants to talk to a human operator about the discounts available, delivery procedure and payment options. The bot can use the forward action to connect the visitor to a human operator who can handle the query. If the bot is performing actions like generating an invoice for the order that was placed, it can use the pending action to do so while also keeping the visitor informed about the process. These actions can also reduce the work done by your operators in half and improve the efficiency of customer support teams. Learn more.
Context:
Contexts in the Zobot are those that make bot conversations with visitors more flawless and human-like. The context_id is a unique identifier for any context that is available in the context handler of the Zobot. You can use the context action in case you want to use a set of questions in a particular context to invoke/perform an action.
context_id accepts only text as the value. The value must be the name of the corresponding context handler block.
For example, if you want the bot to create a lead in Zoho CRM using the name, email and phone number of the visitor who has placed an order, you can specify questions to get these details from the visitor in the same context. Learn more.
Delay:
Sometimes visitors might not need the help of the bot while they're browsing through the website. In this case, the bot can end the chat. When you don't want the bot to end a chat session abruptly, you can schedule a delay for the end of a chat.
This response keeps the chat live for a while in case visitors decide to come back for a question. If the visitor does not need the help of the bot to choose products and place the order, the bot can end the chat after a set period of time. Learn more.
Note: The delay will be unscheduled if the visitor types a message/ sends a message/ agents join the chat/chat is handed off to the agent.
To learn more about the types of responses, start building your own Zobot right away.
We also have Sample Scripts that use all of the response types mentioned above.
For more information, check out our Help Documentation.
Related Topics:
Regards,
Michelle
Access your files securely from anywhere
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Michelle Concetta Fernando
Sticky Posts
5 powerful ways to boost e-commerce customer engagement with Zobot
E-commerce has been a game changer for the past decade. It has drastically influenced the way people purchase. This pandemic broke all the existing rules by embracing automation and making the customer experience more personalized. Chatbots play a crucialIntroducing the New SalesIQ Live Chat Widget: Twice as Fast, Fully Optimized for Engagement!
Hello everyone! To celebrate our 10-year milestone, we're thrilled to unveil the new and improved SalesIQ Live Chat Widget! Redesigned at both the User Interface and performance levels, this enhanced widget is not only optimized but also 2X faster thanPlug Samples #12: Verify Customer Mobile Numbers with OTP to Avoid Spam Entries
Hi Everyone! Verifying customer information is critical in business to filter out junk data and spammers. Whether it’s lead generation, appointment booking, or any other operation, ensuring quality data is essential for driving meaningful outcomes. AQualify Potential Leads Automatically with SalesIQ Chatbots
Your website may have a lot of visitors every day, but are you struggling to identify your potential leads? You may not know who your ideal leads are just by looking at a website visitor, right? To qualify a lead, you need to know their needs, interests,OpenAI Alert! Plug Sample #11 - Next-generation chatbots, Zobot + ChatGPT Assistant
Hi Everyone! We have great news for all AI enthusiasts and ChatGPT users! The much anticipated Zobot integration with ChatGPT Assistant is now available with Plugs. Note: SalesIQ offers native integration with OpenAI, supporting several ChatGPT models,
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Client Can't View Ticket
Hi, I created a ticket for my Client since he had an issue. I added him as a Contact as well. My client got a notification in his email that the ticket has been created. When he went to view the ticket on his desktop, the screen was blank. He then viewedCustom Status for Purchase Orders
Currently Zoho books has functionality to create custom statuses for Sales Orders. Can this be extended to include custom status for purchase orders as well? It was a great decision to add this functionality to sales orders. Our use case is for trackingMy workflows not working
Hi I have created my first workflow I want it so when a customer responds to a ticket that the status is changed to "reopened" We want this so its clear there is a ticket to deal with again. We only have 2 agents responding to tickets and do not haveWaiting Room
Is there any plans to implement a Virtual Waiting Room for Attendees on Meetings and or Webinars?Error AS101 when adding new email alias
Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.Global Sets for Multi-Select pick lists
When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.What's New - January 2025 | Zoho Backstage
Hi there! As we step into a brand-new year, we’re thrilled to bring you some exciting updates to make event management more enjoyable and efficient. Here’s what we rolled out in January to kick off 2025: Backstage 2.0 now enforced for all users We'veHow do you do ticket add ons in Backstage?
Hi Everyone, If you wanted to have general admin tickets and allow for add ons, like camping, or car or Carbon offset. What would you do? Peace RobinRe-create auth token
I need to re-create a self-client auth token, with the same scopes (and additional ones) as the current token. Is there a way to view the scopes assigned to the current token to ensure that no scopes are missing when creating the new one?Writing on sketch cards is bugged when zoomed in
When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.Doesn't let me test my newsletter.
Hello, I click "Preview and Test". I select the email address to send the test (usually my own email). I send the test email, appears the message "Your test email has been sent", but nothing happens. I mean, there is nothing in my inbox. I also triedCustom Related List anchor tag with tel protocol
The following code worked great for about a year to create clickable tel and mailto links in a related list in the Deals module. Just this morning, it started displaying the HTML as text. For example: <a href='tel:8882490100'>8882490100</a> Zoho supportreset of user password
User forgot her password, so she requests a password rest, but never gets the email. How do I reset her password, since that function is not an option, even for an administrator?In what case it's better to use Developer Console? Only for marketplace?
As I can see from the documentation, the limitations are challenging. No Custom API No Page Variables No Custom Connections.commision tracker
I am after a zoho developer to finish my commission tracker as I hired someone on oDesk that started but now will respond to my emails.I really need to get It finished as it is holding up my plans Thanks Budget : $500 | Duration : a.s.a.p To leave a private message, please click the link for private response in post Action section.Generate a Zoho Sign link
From time to time I get a response "I never received your you e-document for electronic signature" is there a way to generate a Zoho Sign link to share.Error 403: Forbidden When Updating Email Signature via API
Hi Zoho Desk team, First, congratulations again on the excellent Zoho API. But, I’m encountering an issue while attempting to update an email signature via the API. Whenever I make a request to update the signature, the response returns an HTTP 403 ForbiddenQueues Management ?
I need to assign the new requirements equally between my support agents. How I can configure this feature in Zoho? ThanksAutomating Custom Web Link Messages to Customers via Instant Messaging in Zoho Desk
Hello, I am looking for assistance with Zoho Desk's Instant Messaging feature. Is there a way to automate the sending of a custom web link to customers every day at 6:30 PM? Any guidance or suggestions on how to achieve this would be greatly appreciated.How do you apply field validation to a date field?
We are using Sign for remote e-signature of liability waivers. The signer must enter a date of birth, and if they are a minor their legal guardian must sign for them. However we have had numerous problems with signers returning an invalid date of birthImplement Regex in Layout and Validation rules
Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?Zoho Desk Validation Rule Using Custom Function
Hi all, I tried to find the way to validate fields using custom function just like in Zoho CRM but to no avail. Is there a way to do this?Editing landing page after signup for a webinar
Hi, how can I edit the landing page after signing up for a webinar. I personalized the email "registration confirmation", which is working fine. Nevertheless after submitting the form, the participant gets redirected to a page, which looks like the standardKiosk GetRecords can't compare formulas
(submitted as a help request by accident - should have been a topic) Scenario: I have an "email domain" formula whose value is "@xyz.com" if the e-mail address is brent@xyz.com . I have the same field in Leads and Contacts. So, theoretically, I shouldKiosk can't merge picklist or multiselect
There is no ability to load a multiselect or picklikst field into a kiosk with the values that have been previously selected. So, I essentially have 3 unacceptable options: 1.)Load the value into a text string and include instructions like this: "PicklistFillable template with dynamic tables?
Is there a way to build a fillable template so that users can add rows to a table? To describe what I'm trying to accomplish the table has 3 sections; a header row, some number of rows with custom information, and a summary row with totals. I can't figureTip of the Week - Timeline User Filter for Dashboard
Does the Date User Filter in your Dashboard leave out a few reports from filtering? This happens when the reports are not created over the same table and the (time) column over which the user filter is created. To solve this, Zoho Reports has a Timeline User Filter. This filter applies the criteria on all reports, matching it with the best possible date column associated with a report. i.e., if your reports are based on a date column, then it will filter it for that data column. To know more onZoho Forms Webhooks - Only sends on submission not on edit.
Hi There, We have a slightly unique use case for Zoho Forms. We used Zoho Forms for the collection of Guest Lists. When a customer submits their guest list they get an email confirmation. Within this is a link for them to update their guest list beforeAdd Knowledge Base KB Articles to multiple categories
Greetings, Love you help center system. One item that would be incredibly helpful to many of us would be able to add a single Knowledge Base KB article to multiple categories in our system. It seems it could be quite easy to use a checkbox form, insteadWhat does "Tickets for Review" do?
What is the purpose of the va nilla view " Tickets for Review?"Report of Leads/Accounts/Deals with no open activities
How can we replicate the option in filter to only show Leads/Accounts/Deals with no open activities ? The option is present in the filters (please find screenshot) but I am unable to find them in the report. ThanksCannot set Subform Multiline field to read-only using Client Script
I am using client script to set different subform fields as read-only It works for Single Line Fields, but when I try to set a Multiline field as Read-only it doesn't work var subform = ZDK.Page.getSubform("Subform_1"); var item_Code_old = subform.getField('Item_Code_Old').setReadOnly(true);Changing Color Theme of Guided Conversations
Hello, We have recently added Guided Conversations to one of our websites, but I am wondering if there is a way to customize the color scheme so it matches the appearance of the website? Thank you in advance!Lost the ability to sort by ticket owner
Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?Can't login to Zoho mail
I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a fewSocial Media Simplified with Zoho Social: Bridge sales and social media marketing
Social media marketing has become the go-to strategy for most businesses who are trying to boost awareness of their product/service, create a brand image in the minds of their audience, increase website traffic and engagement, and generate leads. PostingThis domain is not allowed to add. Please contact support-as@zohocorp.com for further details
I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is theWork Orders / Bundle Requests
Zoho Inventory needs a work order / bundle request system. This record would be analogous to a purchase order in the purchasing workflow or a sales order in the sales cycle. It would be non-journaling, but it would reserve the appropriate inventory ofCreate Quote does not show the "Product Description" entered as part of the Product setup.
The product description created as part of the product setup page, does not show in the Create Quote module; The module allows for an additional description to be added but without access to the original stored description. By selecting the product from the "Product Name Lookup" pop-up, the "Product Description" part should be populated from the product record where the user is allowed to further modify it.Allow Itemization for Recurring Expenses
For whatever reason, one cannot itemize a Recurring Expense. This capability should be added. The use cases to support this is largely the same as what they were to allow for itemization in Expenses. Anything that would need to be itemized for a regularNext Page