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The Assist bot builder lets you build a bot without the need for custom development. It is as easy as connecting a few dots with numbers.
A quick guide to building a simple Assist bot:
Login to your Freshdesk account as an Admin
Go to Admin > Agent Productivity > Assist bot under the Freddy section
You will find all the bots configured in your account as a list
Click on ‘New Bot’
Give your bot a name and description
You will find the default flows: Hello, Welcome, Sorry and Top Menu in the bot page
You can set up new flows by clicking on the + icon on the right pane or edit the existing flows by clicking on them
On the bot flow page, you can configure the required messages or questions to be displayed to your agents for every dialog, under the ‘Message or Question’ tab
Use the ‘Get user input’ toggle to define input values (buttons, text field, carousel, etc) that your agents can click on to submit as answers to that question
Under the ‘Actions’ tab, you can set up events: Trigger API, Add attribute, Make the bot inactive or Start a new conversation
All the dialogs created are executed subsequently, unless a condition, under the ‘Conditions & Path’ tab is configured to redirect the agent to a different flow or a dialog
The ‘Preview’ option allows you to preview the Assist bot to verify the configuration you’ve created
Once your bot is set up, click on the ‘Group Mapping’ icon on the right pane, to map it to the required agent-groups in Freshdesk
For example, map the billing assist bot to the ‘Billing’ group in Freshdesk
The agents in the group will be able to trigger this Assist bot from the Freshconnect widget