Tutorial on how to use Flows to create Drag and Drop Chatbot

Tutorial on how to use Flows to create Drag and Drop Chatbot

How to create a Drag & Drop Chatbot in just 10 minutes? (Flow Builder)

Complete tutorial on how to use Flows to create Drag and Drop Chatbot

Wish to automate your Customer Support and Sales on WhatsApp?

The Serri OS Flow builder now allows you to create Static chatbots hassle-free with its Drag & Drop flow builder.

This tutorial will tell you how to create a Drag and Drop Chatbot using Serri OS's Flow Builder.

Before we dive into how to create the Chatbot, let's first understand the types of messages you can create & share using the flow.

Messages you can create using Flow Builder

  • Text Replies: These are simple text replies you can send users depending on your Catalogue flow.

  • Quick Replies: You can enter three quick reply buttons that users can click to send you the exact text mentioned in the button.

  • Image: Use this to send messages along with an image. Also, you can add a button below the image.

  • List: Use List to provide users with multiple options to choose from. Lists are super effective, especially if you want to list multiple options for the user.

  • Section List: Section Lists allow you to categorise your products into relevant sections. E.g. If you offer products under multiple categories e.g. Jeans, Tees, Sweaters etc, using a Section list would be the best way to categorise these products.

  • Single Product: Use this to send only a single product to the user along with the product image & checkout link.

  • Multi-Product: Use this if you wish to send images & checkout links of multiple products in a single message.

  • Template Message - You can also set the Chatbot to trigger a template message on a particular keyword the user sends.

    Note: Template messages with Click tracking enabled can't be used for Chatbot Automation.

  • Request Intervention - If you want the Chatbot to transfer the Chat to a Live Agent, you can use "Request Intervention". Just select the Request Intervention option in Flow Builder & select a keyword that will trigger the Request Intervention option.

    In the below image, the user will automatically transfer from Chatbot when the user clicks the "About Serri OS" button. Yes, it's that simple!!

Now, let's go ahead and show you how to use Flow Builder to create a Chatbot using AiSensy's Flow Builder.

  • Ask a Question - Get the chatbot to collect important user information such as the user's preferences, age, gender & other relevant questions necessary using the "Ask a question" element. 

    What's more? You can also assign the answer to a particular attribute for better segregation. In the below image, when the user fills in their company name, the Chatbot will assign the reply to the attribute "companyname"

  • API Request - Seamlessly integrate API Calls into your Chatbot Flows! Fetch and send data to your endpoints/CRM effortlessly.

Deliver a personalised and efficient user experience with this Pro feature.

  • Set Attributes & Tag - Using this element, you can capture the user responses as attributes along with a value. Let's say you shoot a Template message and wish to capture the user responses as attributes.

For eg. In the below image, we have 2 quick reply buttons: Show Offers & Not Interested. We want to assign an attribute depending on which Quick reply button the user clicks.

We select the Optin attribute for both replies. However, when the user clicks the "Show offer", you've assigned them the attribute Optin but with the 'Yes' value. When you'll see the lead, you can verify that these users have opted in.

Meanwhile, users who click the "Not interested" button will also be captured under the Optin attribute but with a "No" value meaning these users are not opted in.

Similarly, you can assign these users tags by choosing the "Add tag" element from the Content Block.

Attribute Validation
- With attribute validation, you ensure that the answer given by the user matches the attributes. e.g. If you have asked them for their email ID & they enter their number instead, they'll receive a validation error message to enter their email ID. Only after they provide their email ID, the attribute will get captured.

This is a great way to ensure that the information collected by the Chatbot is relevant!

How to create WhatsApp Chatbot using Flow Builder?

Creating a Chatbot using Flow Builder is extremely easy. All you need to do is choose the necessary element (like Lists, or single products) and drag & drop the relevant elements onto the builder.

Let's create a simple Chatbot for an e-commerce website. Follow the steps below to create your first Drag and Drop WhatsApp Chatbot via Serri OS.

1. Unlock Flow Builder

The very first step you need to do is Unlock the Flow Builder. Flow Builder is an Add-on feature you need to purchase to unlock or claim your 14-day free trial (for existing and new users).

2. Create a New Flow

Now, go to Flow Builder and click Create Flow to create the flow for your WhatsApp Chatbot.

3. Add Keywords that will trigger the Catalogue

Clicking the button will open the Flow Builder. Here, you can build the complete flow for your WhatsApp Catalogue.

To start creating your flow, you first need to add Keywords to the "Flow start" element that will trigger the Catalogue flow.

Enter common keywords like Shop, products, and e-commerce depending on what your users enter most to ensure the catalogue gets triggered.

In the below image, we've added multiple keywords that will trigger the chatbot, like 'hi', 'Hello' etc.

4. Choose an element from the Content Block

Next, drag & drop another element from the Content block or stretch a thread from the "Flow Start" element and choose another element.

Since we need to provide multiple options to the user, we've chosen the "List" element.

5. Enter body text and relevant buttons

6. Use relevant elements & link them carefully

Building a Chatbot with Serri OS is as easy as it can get. All you need to be careful about is choosing the correct elements from the Content block and linking it to the right element using threads.

It's that simple!!

7. Your Chatbot is ready to go LIVE

In the below image, you can see that we have created a chatbot in which the end goal is to showcase the relevant products to the users and hot deals currently active.

You can see that we have different responses based on the user's reply. If they reply with 'View all products', they'll receive a Multi-product message with all your products, and if they respond with 'Hot deals', they'll receive a single-product message mentioning the hot deal.

You can make as many changes as you want in the Chatbot. After creating the Chatbot, press 'Save Changes' to save your progress.

8. Enable the Chatbot

Last, return to 'Flow Builder' and enable the Chatbot you've just created.


You just activated your first flow!

9. Test the Chatbot

This is how the chatbot will work whenever a user enters the keyword that triggers the Chatbot.

This is just an example. You can create a flow with 100s of elements in just one Chatbot.

How to Set a Fallback Intent for Your WhatsApp Chatbot?

In the current beta phase, the WhatsApp Chatbot can only respond to queries as per the Chatbot.

This means that if the user responds with a message that isn't included in the Chatbot, the Chatbot won't be able to provide a relevant response.

For such instances, you can set up a Fallback intent. A fallback intent will trigger whenever a user doesn't respond according to the flow.

Here's how to set a Fallback intent👇

1. Click on Fallback & Intents

2. Enter Fallback Intent

Next, add a message that will trigger the Fallback intent. You can set the Fallback intent as text, image, or video.

Once you've set the fallback intent, press Done.

How to transfer Chats from Chatbot to LiveChat Agent?

If the user doesn't get the answer to their query from the Chatbot & wishes to talk to a human, here's how you can set up the Chatbot to transfer the chat to a Live Chat agent.

1. Add a 'Talk to Human' button

To enable Chat transfer, you first need to add a Talk to Human button to your flow.

2. Link Request Intervention Element from Content Block

Pick the Request Intervention element from the content block to enable the chat transfer and link it with the Talk to Human button.

Users who click the Talk to Human button will move into the Requesting tab on Serri OS's Live Chat page.

How to implement Chatbot through a Template Message?

Using Serri OS's Flow Builder, you can enable a Chatbot even through a Template message (valid only for Template messages with quick reply buttons)

This means that clicking any of the buttons in the template message will enable the Chatbot.

You can add Chatbot to up to 3 template messages in a single flow. You must create another flow to add a chatbot for more Template messages.

Note: Template messages with Click tracking enabled can't be used for Chatbot Automation.

1. Click "Choose Template" from the "Flow Start" element

Click Choose Template in the Flow Start element to enable Chatbot on a template message.

2. Select the preferred template and link the Template Message

You can choose the template message with Clickable buttons that you'd like to enable a Chatbot on and link it to the relevant element, as shown in the image below.

How to enable Chatbot for Click-to-WhatsApp Ads?

You can also link your WhatsApp Chatbot with your Click-to-WhatsApp Ads created via Serri OS.

Simply select an active Click-to-WhatsApp Ads Campaign and connect it to the relevant Chatbot as shown in the image below.

You can add Chatbot to only one Click-to-WhatsApp Ads per flow.

This covers everything you need to know about creating a Drag & Drop Chatbot easily using Serri OS's Flow builder.

Still, if you have any queries, don't hesitate to reach the team via Live Chat or by connecting with us directly.

How to use API Calls Request feature in Chatbot Flows?

1 .Create a New Flow

Go to Flow Builder and click Create Flow to create the flow for your WhatsApp Chatbot.

2. Select API Request from the Content Block
3. API Request Configuration

Follow the below steps to configure API Requests:

1. URL

Specify the URL of the API endpoint you want to communicate with. This URL should resemble the one used in Postman.

2. Request Type

Select the appropriate request type from the available options: GET, POST, PUT, PATCH, or DELETE.

3. Parameters

Users can either provide static values for the parameters or select attributes to dynamically share information within the flow.

4. Headers

Include any necessary headers for your API request. Headers provide additional information about the request, such as authentication credentials or content type.

5. JSON Raw Data

If required, you can send JSON raw data as part of the request body. Users can pass attribute values within the JSON object using the $ sign followed by the attribute name.

6. Test the API

Once you have configured the API request, you can click on the "Test" button to send the request and verify its functionality. This will simulate the actual API call and provide you with the response.

7. Capture Response Data

After a successful API response, you have the option to capture specific data from the response and save it as attribute values. This allows you to store and use the retrieved data within your flow for further processing.

8. Save the Request

If you are satisfied with the configured API request, you can click on the "Save" button to store the request for future use. This ensures that your request settings are preserved and can be easily accessed when needed

Setting Block Level Configuration

Within the Flow Builder, you can define block-level actions based on the API response status codes. The available options include "Status Fallback" and "Custom."

1. Status Fallback

Define a fallback action to be executed when the API responds with a specific status code. For example, if the API returns a 404 status code (Not Found), you can redirect the flow to another block or perform a specific action.

2. Custom

Customize the flow based on different status codes. You can add multiple status code redirections to handle different scenarios. For instance, redirecting to a specific block based on a 200 status code (OK) and vice versa for other status codes.

By utilizing the API Request feature in Serri OS's Flow Builder, you can seamlessly integrate external APIs into your conversational flows and automate interactions with external systems.