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

    • Smarter holiday planning with yearly-specific Holiday Lists

      Hello everyone! Managing holidays and business hours is now easier and more efficient. Holiday Lists now support holidays that fall on different dates every year, while business hours now supports more than one holiday list. This helps businesses manage

    • External User onboarding for zoho connect is not really intuitive.

      So the external user is sent an invite, which has a button that directs them to login to zoho to view the invite, but if they don't have a zoho account, they cannot access that invite, which seems kinda silly, as there is not real way on for them to create

    • Having trouble fetching contents of Zoho Connect Feeds using the API, requesting alternative API documentation.

      I'm trying to retrieve feed/post data from Zoho Connect using the API but facing challenges with the current documentation. What I've tried: OAuth authentication is working correctly (getting 200 OK responses) Tested multiple endpoints: /pulse/nativeapi/v2/feeds,

    • How to upload file to Connect using API?

      Hi there. I looked at the API documentation and nowhere did it mention how to use the API method to upload a file even though it is mentioned that it is possible to be done so. Please help.

    • Select the task view on the board in the Zoho Connect iPhone app

      Hello. How do I select the task view on the board in the Zoho Connect iPhone app? The Android app has this functionality.

    • The power of workflows in Zoho Marketing Automation - Video Webinar

      In this Zoho Marketing Automation video webinar, our experts walk you through: Why you may want to create marketing workflows How to create marketing workflows Use Zoho CRM data and apply workflows to automate your marketing strategy How workflows can

    • Auto tagging

      Some of the articles I enter into Notebook get there when I enter them in Raindrop.io and IFTTT copies the articles in Notebook. When this happens the notes are tagged but instead of useful one word tags with topic the tag pertains to the specific article

    • Constant refresh required in lots of Zoho tabs

      "Hey Zoho, if you can sync my notification bell across 15 tabs using a BroadcastChannel, why can't you send a 'Data Refresh' signal the same way? We don't need a browser reload—we just need the data to sync without us clicking F5 like it's 1999." "PS:

    • What's New in Zoho Billing | January 2026

      Excited about the latest enhancements in Zoho Billing? Our January updates bring an intelligent AI assistant, smarter subscription management, and improved tax compliance, saving you time and reducing manual work. Dive into the details below to see how

    • Cliq iOS can't see shared screen

      Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

    • Inserting images into Articles or Knowledgebase

      Hi, Are there any plans in improving the Knowledgebase text editor so it would allow inserting images through Windows clipboard via copy-paste? Say for example I took a screenshot using the snipping tool in Windows and I'd like to insert that image to

    • Links not functioning in Zoho mail

      Links that are included in emails I receive are not activating. Nothing at all happens when I click on them. I have researched FAQs and this forum to no avail. Any suggestions?

    • Zoho Mail iOS app update: Manage folders and tags

      Hello everyone! In the most recent version of the Zoho Mail iOS app, we have brought in support to manage(create, edit and delete) the folders and tags. Create folders Create Tags Edit/ Delete folder In addition to this, we have also brought in support

    • Zoho Social API for generating draft posts from a third-party app ?

      Hello everyone, I hope you are all well. I have a question regarding Zoho Social. I am developing an application that generates social media posts, and I would like to be able to incorporate a feature that allows saving these posts as drafts in Zoho Social.

    • [Important announcement] Zoho Writer will mandate DKIM configuration for automation users

      Hi all, Effective Dec. 31, 2024, configuring DKIM for From addresses will be mandatory to send emails via Zoho Writer. DKIM configuration allows recipient email servers to identify your emails as valid and not spam. Emails sent from domains without DKIM

    • Create an Eye-Catching Announcement Widget for Your Help Center

      Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand for

    • UI issue with Organize Tabs

      When looking at the organize Tabs window (bellow) you can see that some tabs are grayed out. there is also a "Add Module/Web Tab" button. When looking at this screen it's clear that the grayed out tabs can not be removed from the portal user's screen

    • Super Admin Logging in as another User

      How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Moderation Update (8th Aug 2025): We are working

    • Task list flag Internal/External for all phases

      Phases are commonly used in projects to note milestones in the progression of a project, while task lists can be used to group different types of tasks together. It makes sense to be able to define a task list as either internal or external however the

    • Zoho CRM Feature Requests - SMS and Emails to Custom Modules & Time Zone Form Field

      TLDR: Add Date/Time/Timezone form field, and be able to turn off auto timezone feature. Allow for Zoho Voices CRM SMS Extension to be able to be added to custom modules, and cases. Create a feature that tracks emails by tracking the email chain, rather

    • Our Review Of Zoho CRM after 60 Days

      The purpose of this is to just share with Zoho why I love their product, but ultimately why I could not choose Zoho CRM for our next CRM. About two months ago we begun a CRM exploration process for our financial planning firm, based in Texas. We already

    • Link Purchase Order to Deal

      Zoho Books directly syncs with contacts, vendors and products in Zoho CRM including field mapping. Is there any way to associate vendor purchase orders with deals, so that we can calculate our profit margin for each deal with connected sales invoices

    • Extend the Image Choice Field

      Hi, The New Yes/No field is great for what it does, and the Image Choice Field is good but could be better with some functions from the Yes/No field. Take an example, rather than just Yes/No you want Yes/No/Maybe (Or more than 3 choices), but unlike the

    • Zoho CRM for Everyone's NextGen UI Gets an Upgrade

      Hello Everyone We've made improvements to Zoho CRM for Everyone's Nextgen UI. These changes are the result of valuable feedback from you where we’ve focused on improving usability, providing wider screen space, and making navigation smoother so everything

    • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

      Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

    • New 2026 Application Themes

      Love the new themes - shame you can't get a little more granular with the colours, ie 3 different colours so one for the dropdown menu background. Also, I did have our logo above the application name but it appears you can't change logo placement position

    • Zoho Desk: Macro to assign Ticket to self

      Hello, We are using macros in Zoho Desk to set some fields and send a response. I would also like to assign the ticket to myself (or whoever applies the macro). I can only set a fixed agent in the macro, so I would have to create one for every agent.

    • Turn off Knowlege Base Follow options and Follower lists

      Is there a way to hide or turn off the option in the Knowledge Base for users to follow specific departments/categories/sections/articles? If not, is there a way to turn off the public list of followers for each of those things? Otherwise, customer names

    • Enterprise Data management solutions

      I'm on the hunt for the perfect Data management solution for my organization. I've been doing a ton of research across different websites, but honestly, it's just left me more confused! A friend suggested I check here, so I'm hoping someone can point

    • New Feature: Audit Log in Zoho Bookings

      Greetings from the Zoho Bookings team! We’re excited to introduce Audit Log, a new feature designed to help you track all key actions related to your appointments. With Audit Log, you can maintain transparency, strengthen security, and ensure accountability.

    • Automated Task reminder

      First question: If a task does not have a reminder set, will it still send an email notification that the task is due today? If not, how can I set up an automated reminder to send the task owner an email that it is due on a certain date?

    • Zoho Support - contract notifications

      Hi, I have a few questions about using Zoho support. Is there a way to add custom contract notifications like (90 days before expiry send notification e-mail to agent and customer, then another 60 days before expiry and another 30 days.). And is it possible

    • Kaizen #230 - Smart Discount-Based Quote Approvals Using CRM Functions and Approval Process

      Hello everyone! Welcome back to the Kaizen series! Discount approvals are a standard part of sales governance. Most organizations need something like this: Discount % Required Action < 10% Auto-approve 10–19.99% Sales Manager approval ≥ 20% VP Sales approval

    • How to create a new Batch and update Stock via Inventory?

      Hi everyone, We are building an automation where a user enters batch details (Batch Number, Mfg Date, Expiry, and Quantity) into a Custom Module. I need this to trigger an API call to Zoho Inventory to: Create the new batch for the item. Increase the

    • OAuth2 Scope Error - Incorrectly defaulting to CRM instead of Analytics.

      Hello Zoho Team, I am trying to connect n8n to Zoho Analytics API V2 for a simple automation project. Despite using the correct Analytics-specific scopes, my OAuth handshake is failing with a CRM-related error. The Problem: The authorization screen shows:

    • Is it possible to create a meeting in Zoho Crm which automatically creates a Google Meet link?

      We are using Google's own "Zoho CRM for Google" integration and also Zoho's "Google Apps Sync" tools, but none of them provide us with the ability to create a meeting in Zoho CRM that then adds a Google Meet link into the meeting. Is this something that

    • Trigger a Workflow Function if an Attachment (Related List) has been added

      Hello, I have a Case Module with a related list which is Attachment. I want to trigger a workflow if I added an attachment. I've seen some topics about this in zoho community that was posted few months ago and based on the answers, there is no trigger

    • How can I link Products in a Deal Subform to the Products Module

      Hello, I have a pricing subform on our Deals page and use a lookup field to associate a product with each line. I want to be able to look at a product page within the Products module and see a list of the deals connected to that product. I have this working

    • Email Field Validation Incorrectly Rejects RFC-Compliant Addresses (Forward Slashes)

      I've encountered a validation issue with Zoho Creator's Email field that rejects RFC-compliant email addresses containing forward slashes, and I'm hoping the Zoho team can address this in a future update. The Issue When entering an email address containing

    • Call result pop up on call when call ends

      I’d like to be able to create a pop up that appears after a call has finished that allows me to select the Call Result. I'm using RingCentral. I have seen from a previous, now locked, thread on Zoho Cares that this capability has been implemented, but

    • Next Page