Set up basic bot responses with flexible Statement Modules

Modules are the main building blocks when you design your bot’s conversation flow. There are two different types of Modules: Statement Modules and Collector Modules. In this article, the focus lies on Statement Modules. We'll explore the following:

Introduction to Statement Modules

To add a Statement Module, you can either right-click and select “Add new module – Statement”, or navigate to the right sidebar menu and select “Add new module – Statement”. 

The Statement Module is the most frequently used Module, mainly due to its flexibility. Among other actions, you can:

  • add free text to the Module,
  • make the statement responsive to end users' input,
  • suggest possible user responses, or
  • move forward to the next Module without any end user input.

Module ID as a unique ID for conversational flows

The Module ID can be found in the upper left corner of a Module. When you have just created the Module without saving, a negative number will be displayed. Once you have saved, this negative number will change to the Module's ID.

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The Module ID can be used as a unique identifier for conversational flows. For example, if you would like to train the AI for intents that would trigger the Module's answer accordingly, you can tag the ID to the name of the AI intent. This procedure can be helpful to organize and keep an overview of your conversational flows internally. 

Understand the basic tools and functions

In the image below, you can see an overview of the following Module functions:

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If you hover your cursor over the chatbot, a preview of the text within the Module will appear. You will also see a number of different functionalities to edit the Module as explained below. 

Edit module

This button leads you to the modal window where bot messages are defined and adjusted. You can also enter this edit modal window by double-clicking the Module.

View additional information on how to edit a message in a Module

Edit connection

Clicking on "Edit connections" leads you to the modal window where a Module can be connected to other Modules, Webhooks can be implemented, or Custom Variables can be defined. Here, you can also define this Module's connection to a desired Fallback message.

Still curious? Gain more in-depth insights and guidance for Module Connections. 

Clone module

This function will create a copy of all marked Modules. Upon clicking this button, the Module you are working on will be cloned, as will any other selected Modules (those marked in bold). You can deselect/unmark Modules by clicking in an empty space within the canvas. 

Delete

Clicking on the trash bin will lead to the permanent deletion of the selected Module(s). Again, note that all Modules marked in bold will be deleted.  

Because this action is permanent, you will always receive a notification that shows how many Modules you are about to delete. With this, you can make sure to only delete the desired Module(s) by checking the indicated number, and you can select "Do NOT delete" if you have changed your mind. You can see this illustrated in the following image:

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Test flow from here

Clicking on this feature, you can check the conversational flow starting at this Module. Whereas the test function within the Navigation bar always tests the flow from the very first bot message, this feature allows you to test the conversation from this Module's specific place in the flow. This is particularly useful when your bot's structure becomes bigger and more complex. 

Add KPI tag

When you hover your pointer over a Module, a tag option will appear underneath the Module. This is the Add KPI tag feature. A KPI tag helps you track a specific Module’s performance, e.g., how many times it was visited by unique users. We recommend using tags for starting Modules, Fallback Modules, and handover Modules.

The gathered data can indicate, for example, how many end users have used your chatbot (tag Starting module), the number of end users who needed a hand-over to customer support (tag Handover module), or how many users could not find the answer they were looking for (tag Fallback module).

Learn more about editing your bot's messages. 

Now, after having set up the Module, we can now look into how to connect Modules. 

Connection(s) of a Statement Module 

You can edit the Module's connections in the “Connections” tab of the Module (for more information on this: In-depth insights and guidance for Module Connections). Here, you define actions that must happen after the bot's response, such as proceeding to another bot answer based on the end user response. 

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If you would like to send the end user directly to the next bot message without receiving any user input, mark the checkbox “Don’t wait for the user’s input, just evaluate the Connections”. This requires a connection to be defined because the end user can never be sent to a random Module (explained further below).

Create a new connection by clicking on the button “Add Connection”. The default connection that appears must then be adjusted in accordance with the next desired steps of the chatbot conversation.

This logic of connections is comparable to an Excel IF function, and you can add more conditions by clicking on the plus button to the right of the current condition.

If you want additional information, you can read more about a Module's connections.

The last line defines the action that will be taken if the condition is fulfilled, i.e. to which next Module the bot should go. If no conditions are defined, the bot will go to the next defined Module without checking any conditions.

Delete the condition by clicking on the trash icon to the right of the condition. The connection will then appear as a fallback, and you can choose which Module to send the end user to.

Again, please note that you must tick the checkbox "Don’t wait for the user’s input, just evaluate the Connections” to enable the user to be sent directly to the designated Module. However, keep in mind that conditions are usually defined since the flow of a human-like conversation includes the user's input.

Define a Fallback

Almost all Statement Modules require a Fallback Module. A Fallback is activated if the end user’s input cannot be understood by the chatbot. The Fallback Module can be, for example:

  • a general response explaining to the end users that their intent was misunderstood,
  • a list of possible actions to try again, or
  • a CTA to contact (human) support.

If you need to avoid a Fallback for a certain conversational flow, create an empty Module for the end user to be guided to.