Author Archive

How to work with Analytics

You can easily follow the basic analytics about your bot in the Analytics section in the main menu.

Please find below the brief description of each section of statistics that is available to you 🙂

  1. Total users. The graph show the cumulative amount of users operated by date on a certain date. You can manage the period viewed adjusting the X-axis pressing “-” on the right or moving the shadow field under the graph
  2. Users. The diagram shows the total amount of users operated by a bot. The information inside the diagram (+7 users) is shown always for a period of 7 days.
  3. Channels. The histogram shows the total amount of users distributed to channels they used to talk with a bot. Using this graph, you can easily understand which channel is the most popular one.
  4. Broadcast. Basic statistics on broadcasts shows how many users opened a broadcast sent to them and how many of them clicked the link inside it. Open rate = number of users who opened broadcasts/ total amount of users to whom this broadcasts were sent. CTR (clickthrough ratio) = number of clicks on links inside broadcasts/total amount of users to whom this broadcasts were sent.
  5. Chats. Here you can find the distribution of chats operated in your bot.
    • # of chats without the operator = # of chats where the conversation ended successfully without a live operator.
    • # of chats switched to a live operator = # of chats where the conversation was switched to a live operator during the talk but not from any of answers to unexpected messages.
    • # of unexpected chats = # of chats switched to a live operator from an answer to an unexpected message.
  6. Chats by operators shows distribution of chats by operates who processed them.
  7. Successful chats shows the success rate of chats processed by a bot in general. Success rate = percentage of chats out of total amount of chats where the conversation ended successfully.

How to integrate Google Sheets into your bot

The integration of Google Sheets into your bot can help to simplify reading and writing mass data  from a structured file as answers, for example. To integrate Google Sheets, follow the instruction 🙂

You can structure an answer in a classical way as a sequence of text boxes/buttons/etc., e.g.:

But if your bot is of a very complicated structure, then you may want to connect your bot to Google Sheets to import test for answers, for example. Let’s structure an alternative answer, using import from Google Sheets.

Please note that you have strict rules how to create a Google sheet to import data or to write them in. These rules are written when you add the feature of integration to your answer:

In general, as an example, your Google sheet should look like that:

  1. To do that, you need to open an answer and to add Google Sheets integration:
  2. You need to give an access to your Google drive to Odus:
  3. And then to choose a Google sheet from the list:
  4. Then you fill in the form below. For the case of reading data from the file, you choose first a type of ID dependent of what you wrote down in the first column of a file as Odus_ID. You can choose User ID from History section, values of tags, shortcodes you used in the bot or custom values as Odus_ID: For example, in the file numbers as custom values are used as IDs: If you use custom values as Odus ID, you need to input a custom value for a row you want to return as an answer in the integration form for Google Sheets:
  5. Or they can be changed to values of tags since tags are used in this bot: So, you choose ID from the list:
  6. Then you choose the column you want to input data from (the column “Questions” in the Google Sheet is stated just for information to define the question an answer is referred to):
  7. In the last row here you need to give a name to a value you inout as an answer. This name is called a shortcode in the context of Google Sheet integration:
  8. To complete filling in an answer, you need to write a shortcode for the value of input into the text space in the answer: You are done! Now your bot will return a value from the integrated Google Sheet as an answer 🙂

The second option you can do with integrated Google Sheets is writing an answer in a table. The writing option allows you to write into your Google sheet table the intent that led a user to this answer. To do this, you follow exactly the same logic: you choose “Writing” as an option of integration, then define Odus_ID as an identification key from the same options (User_ID, values or tags, shortcodes you used in the bot or custom values) and then you specify the column where you want to write down the intent. The example of the set up of the integration for the example above is in the picture:

How to transfer a bot to a new owner

You can transfer your bot to a new owner only if you delete you later. You can easily do this in two steps:

  1. Assign a new administrator to a bot following the instruction in an article https://academy.odus.ai/knowledge-base/how-to-manage-a-bot-with-a-team/
  2. Delete your account. To delete your account, you need to enter your personal profile pressing the top right icon and then to press “Delete all data”.

That’s it, you transferred a bot to a new owner 🙂

How to manage a bot with a team

You can invite teammates to manage your assistant together with a team easily 🙂

To set up roles to manage a bot, you need to enter “Configure” and then follow to “Permissions” section.

You have three roles available to be assigned: Administrator, Marketer and Operator. The description of functionality that is available to each role is written below the role.

To assign a role, you need to choose a role in the list and then press “Generate link”. Then you need to copy the link from the window that will appear and send it to a person you want to assign a role to.

When a person you sent a link to follows it, her/his name will appear in the list on the right together with the assigned role.

How to work with a personal account

Your personal account is very simple to use.

1.To modify personal information, just click the right top icon:

2.To create a bot or to send requests or to learn some new information, click the appropriate button:

3.To change basic information about a certain bot, click three dots next to it and choose an appropriate option:

How to send broadcasts to user segments

To target broadcasts, you can use user segments for convenience.

  1. To schedule a broadcast, you go to “Broadcast”section and choose a user segment for a broadcast:
  2. You turn on “Set schedule” option:
  3. You can schedule a broadcast according to date or an action. You can see how to set up a broadcast according to date here: https://academy.odus.ai/knowledge-base/how-to-send-broadcasts/ When you choose an action, it means that your broadcast will be sent to users from this segment after certain time (you must specify it) after users were assigned to the appropriate user segment. Specify time after which the broadcast will be sent to users:
  4. Press “Plan” to save your setup.
  5. You can check that your broadcast is scheduled in the submenu “Scheduled”. Please be notified that in case there are no users in the user segment, the broadcast can not be scheduled. The basic analytics of your broadcasts can be viewed in the section “History”.

How to segment users

To manage your user behavior for benefits of your business, you can segment them into groups according to their requests or needs, for example. Follow the instruction to learn how to do this.

1.To create a segment, go to “People” section and in the submenu “Segments” create a new segment entering a name description. Then press “Add”:

The result is that we have two segments. For an example of a finance bot we have here, they are a segment for users who are interested in a card issue and a segment for users who are interested in personal investments.

2.To segment users, you need to insert an option to add a user into this segment in an appropriate answer in your dialog.

Let’s consider an example when there are two lines of conversation in the finance bot.

The bot asks a user if he/she is interested to issue a card. If the user answers “yes”, the bot proceeds to an appropriate answer where the bot notifies the user about the following form to collect contact details for a card issue. If the user follows the seconf line of the conversation and shows interest in personal investment options, the bot proceeds to an appropriate answer where the bot notifies the user about the following form to collect contact details for a card issue.

To segment users into two groups dependent on their request, we need to add appropriate segments into appropriate answers. We add a segment “Card requests” into an answer where the bot notifies a user about the following form to collect contact details for an card issue. As a result, when a user comes to this answer, he/she will be assigned then to the segment “Card requests”.

To segment users into the segment “Investment requests”, we should add a segment “Investment requests” to an appropriate answer and repeat the sequence of actions:

You are done!! Your users will be distributed into two segments automatically now 🙂 Enjoy!

How to redirect a client from one bot to another

Connecting your bots is easy now since there is such an option in an answer block in a bot 🙂

  1. To connect two bots from your personal account, you can just choose the appropriate function in an answer block:
  2. When you press “Redirection”, you will see a window where you can choose a bot to be switched to:
  3. After having chosen the bot to be switched to, you press “Save”. You are done!
  4.  Please notice that when a client is redirected to another bot, he/she is moved directly in a dialog builder of another bot. This means the bot a client is switched to doesn’t start a dialog with a welcome message. To start conversation, your client should state his/her request to the bot first.
  5. Hint: if you have several services, before ending the dialog with a client you can always suggest your client your other services from other bots you have. In case your client is interested, you add an answer with a redirection to another bot where a client can continue a dialog to learn about services you provide.

How to set up a phone number via Twilio

To set up your voice bot, you need to get a phone number for it via Voximplant (https://academy.odus.ai/knowledge-base/how-to-set-up-a-…r-via-voximplant/) or Twilio https://www.twilio.com/. This easy exercise can be done in the following way.

  1. You create an account on https://www.twilio.com/
  2. You buy a phone number (https://www.twilio.com/console/phone-numbers/search). You need to select a country and capabilities of the number you are buying. Please, pay attention that Odus allows you to send voice broadcasts and SMS to phone numbers of your users. That’s why selecting the right properties for your phone number pay attention to the details a phone number provides. Press”Search”.
  3. Choose the number, press “Buy” and proceed with the payment.

How to connect a phone number to your bot

  1. To connect your phone number to your bot, you go to “Configure” section, choose VoIP and Twilio as a provider.
  2. Then you go to “Dashboard” (https://www.twilio.com/console/) and copy Account SID and Auth Token.
  3. You enter them in VoIP section and press “Save”.
  4. After you enter these data and press “Save”, the second menu will open to you. You need to choose the phone number to be assigned to your bot from the list of phone numbers from your Twilio account. Then you also select the language of your bot and a gender of the voice. You need to enter the phone number of a live operator so that bot could switch your client to him/her. You press “Save” again, and your voice bot is ready to use!!

Enjoy!!

How to connect Whatsapp via Twilio

To enjoy the benefits of using Whatsapp through Twilio, you can connect it in your personal account following this instruction.

1. Register at www.twilio.com and buy a phone number (https://www.twilio.com/console/phone-numbers/search). Dependent on the needs of your business, you can choose the capabilities of a phone number you are buying. We advise to choose SMS anyway beсause sending SMS or messages through Whatsapp are done through the same methodology.

2. To enable your phone numbers for Whatsapp, you need to send a request to Twilio here: https://www.twilio.com/whatsapp/request-access

3. To connect Whatsapp through Twilio to your bot, go to “Dashboard” (https://www.twilio.com/console/) and copy Account SID and Auth Token 

4. In the “Configure” section in your personal account at Odus open “Channels” to connect Whatsapp Business

5. Insert Account SID and Auth Token in subsequent spaces and press “Save”

6. Insert the phone number you bought and press “Save”

7. Once your phone number is approved by Twilio and your Twilio number is activated for WhatsApp, you should configure the number using a webhook URL that we provide you with, to utilize your chatbot. You should configure your webhook on your WhatsApp sender(s). You will find your approved sender(s) listed on this page once you have been approved and had one or more Twilio numbers enabled for WhatsApp: https://www.twilio.com/console/sms/whatsapp/senders
You should click your WhatsApp number on the page above. Then, the field for modifying the configured webhook is labeled, “When a Message Comes In.” You should enter the webhook from Odus there and save changes. 

Enjoy!