Bot Builder

The Bot Builder is a powerful visual flow editor that enables businesses to create custom WhatsApp chatbot flows without writing any code. This intuitive drag-and-drop interface allows you to design sophisticated conversation flows, automate customer interactions, and deploy intelligent WhatsApp bots that handle everything from basic customer service to complex e-commerce transactions.

Overview

The Bot Builder provides a complete solution for creating, managing, and deploying custom WhatsApp chatbot flows. With its visual interface and comprehensive feature set, you can build sophisticated conversational experiences that:

• Automate Customer Support - Handle frequently asked questions, provide product information, and offer 24/7 assistance
• Drive Sales - Guide customers through product discovery, recommendations, and purchasing decisions
• Streamline Operations - Process orders, schedule appointments, and manage customer data automatically
• Scale Personalized Interactions - Deliver tailored experiences while handling high conversation volumes

Accessing Bot Builder

To access Bot Builder:

1. Navigate to Dashboard from main navigation
2. Select Bot Management from sidebar menu
3. Click on Bot Builder to access flow management interface

Flow Management Interface

The main Bot Builder interface provides comprehensive flow management capabilities:

Header Section

• Refresh Button: Update flow list with latest data
• Create New Flow Button: Start building a new conversation flow from scratch

Search and Filter Controls

• Search Bar: Find specific flows by name or description
• Status Filters: View flows by status (All, Active, Draft, Published, Archived)
• Sort Options: Organize flows by last modified, creation date, or alphabetical order
• Pagination Controls: Navigate through large numbers of flows with customizable page sizes

Currently Active Flow Display

When a flow is currently active, it's displayed in a prominent green card showing:

• Flow Name: The currently active flow's name
• Complexity: Number of conversation blocks in the flow
• Activated Date: When the flow was last activated
• Usage Statistics: Deployment count and interaction metrics

Flow Cards

Each flow is displayed as a comprehensive card containing:

Flow Information

• Flow Name: Customizable name for easy identification
• Status Badge: Visual indicator (Active, Published, Draft, Archived)
• Description: Brief description of the flow's purpose
• Metrics: Block count, validation errors, deployment history

Action Buttons

• Edit: Open the flow in the visual editor for modifications
• Rename: Change the flow name (available for inactive flows)
• Duplicate: Create a copy of the flow for rapid iteration
• Copy URL: Get a direct link to share the flow with team members
• Activate/Deactivate: Deploy or remove the flow from live WhatsApp interactions
• Delete: Permanently remove the flow (with confirmation dialog)

Visual Flow Editor

Clicking "Create New Flow" or editing an existing flow opens the visual flow editor, which consists of:

Main Components

• Canvas: The main workspace where you build your conversation flow
• Building Blocks Palette: Contains all available block types for constructing flows
• Properties Panel: Configuration options for selected blocks
• Toolbar: Save, test, and deploy controls

Building Blocks Categories

Trigger Blocks

Define conversation entry points and triggers for when your bot should initiate conversations.

Trigger Block Types

Specific Text Trigger

• Purpose: Responds to exact text matches (case-insensitive)
• Use Case: Perfect for commands like "menu", "help", "track order"
• Configuration:
  • Trigger Name: Internal name for the trigger
  • Trigger Text: The exact text that activates this trigger
  • Next Block Connection: Connect to the first block in your conversation flow

Advanced Pattern Trigger

• Purpose: Uses regex patterns for complex matching
• Use Case: Catch multiple variations or complex input patterns
• Special Features:
  • Use .* for catch-all behavior
  • Pattern triggers have priority over text triggers

Button Press Trigger

• Purpose: Responds when users click specific buttons in your messages
• Use Case: Handle interactive button selections from previous messages

Message Blocks

Send various types of messages to users with rich formatting and interactive elements.

Message Block Capabilities

• Text Messages: Send plain text with WhatsApp formatting support
  • Character Counter: Real-time character count respecting WhatsApp limits
  • Variable Support: Insert dynamic content using syntax
  • Multi-language Support: Create messages in different languages
  • Formatting Options: Bold, italic, strikethrough, and code formatting

Media Messages: Send rich media content

• Images: JPG, PNG formats with captions
• Videos: MP4 format with thumbnails
• Documents: PDF and other document types
• File Size Limits: Automatic validation against WhatsApp Business API limits

Interactive Messages: Create engaging conversations

• Quick Reply Buttons: Up to 10 buttons for quick responses
• Call-to-Action Buttons: Phone and website buttons
• List Messages: Organized options with titles and descriptions
• Interactive Elements: All buttons support block navigation

Advanced Message Features

• Text Input Collection: Allow users to type custom responses
• Conditional Responses: Show different messages based on user data
• External API Integration: Fetch dynamic content before sending
• Message Templates: Use pre-approved WhatsApp templates when required

Form Blocks

Collect structured user information with comprehensive validation and conditional logic.

Form Field Types

• Text Input: Single-line and multi-line text fields
• Number Input: Integer and decimal number validation
• Email Fields: Automatic email format validation
• Phone Fields: Phone number format validation
• Date Fields: Calendar selection for dates
• Time Fields: Time picker for appointments
• Select Fields: Single and multiple choice dropdowns
• Address Fields: Complete address forms with validation
• File Upload: Collect files from users

Form Configuration Options

• Field Validation: Required fields, format validation, custom rules
• Conditional Logic: Show/hide fields based on previous answers
• Progress Indicators: Multi-step forms with progress bars
• Custom Styling: Field labels, placeholders, help text
• Data Storage: Automatic form data storage and variable assignment

Form Success/Error Handling

• Success Messages: Customizable confirmation messages
• Error Messages: Detailed error descriptions and retry options
• Success Navigation: Route to different blocks based on form completion
• Data Integration: Send form data to external APIs and databases

Logic Blocks

Add sophisticated conditional branching and decision points to create intelligent conversation flows.

Condition Types

• Text Matching: Exact match, contains, starts with, ends with, regex
• Number Comparisons: Equal, not equal, greater than, less than, between
• Date Comparisons: Before, after, between dates with relative options
• Variable Checks: Check if variables exist, are empty, or meet criteria
• API Responses: Make API calls and branch based on response data

Logic Configuration

• Multiple Conditions: Combine conditions with AND/OR logic
• Nested Conditions: Create complex decision trees
• Default Paths: Fallback routes when no conditions match
• Random Selection: Randomly choose from multiple paths
• Weighted Selection: Probabilistic branching for A/B testing

Advanced Logic Features

• Variable Manipulation: Set, modify, and delete variables
• Mathematical Operations: Perform calculations on variables
• String Operations: Text manipulation and formatting
• Array Operations: Handle lists and multiple values
• External Data: Fetch and process data from APIs

Catalog Blocks

Display your product catalog with powerful browsing, search, and filtering capabilities.

Catalog Display Options

• Product Grid: Visual grid layout with images and prices
• Product List: Detailed list with full descriptions
• Category Navigation: Organize products by categories and subcategories
• Search Functionality: Full-text search across product names and descriptions
• Filter Options: Filter by price, category, availability, custom attributes

Product Information Display

• Product Images: Multiple images with zoom capability
• Pricing: Display prices with currency formatting and discounts
• Inventory Status: Show stock levels and availability
• Product Details: Comprehensive product descriptions and specifications
• Variants: Handle product variations (size, color, etc.)

Catalog Integration

• Real-time Sync: Sync with your existing product catalog
• Cart Integration: Add products to shopping cart directly from catalog
• Wishlist Support: Allow users to save products for later
• Product Recommendations: Show related products and upsells
• Analytics Integration: Track product views and interactions

Appointment Blocks

Allow customers to book appointments and consultations with comprehensive scheduling features.

Scheduling Configuration

• Service Types: Define different services with durations and pricing
• Staff Management: Assign appointments to specific team members
• Time Slots: Create custom time slots with availability rules
• Booking Windows: Set advance booking limits and cutoff times
• Buffer Time: Add breaks between appointments

Calendar Integration

• Google Calendar Sync: Two-way synchronization with Google Calendar
• Calendar Providers: Support for multiple calendar services
• Conflict Prevention: Automatic double-booking prevention
• Timezone Support: Handle multiple timezones automatically
• Recurring Appointments: Support for recurring booking patterns

Appointment Management

• Booking Confirmation: Automatic confirmations with all details
• Reminders: Configure multiple reminder messages
• Rescheduling: Allow customers to reschedule appointments
• Cancellation: Handle cancellations with refund policies
• Follow-up: Automated follow-up messages after appointments

Live Support Blocks

Seamlessly transfer conversations to human support agents when needed.

Agent Routing

• Department Assignment: Route to specific departments (sales, support, etc.)
• Agent Assignment: Route to specific agents based on skills or availability
• Load Balancing: Distribute conversations evenly among available agents
• Priority Queuing: Handle urgent conversations with higher priority

Handoff Features

• Context Transfer: Pass complete conversation history to human agents
• Agent Information: Show agent name, photo, and specialization
• Queue Management: Display estimated wait times and queue position
• Fallback Handling: Re-route if no agents are available
• Quality Monitoring: Track handoff success rates and customer satisfaction

Integration Capabilities

• CRM Integration: Create support tickets in external systems
• Chat Platforms: Integrate with live chat software
• Notification Systems: Alert agents through multiple channels
• Analytics: Track handoff patterns and agent performance

Delivery Details Blocks

Comprehensive delivery information collection with address validation and multiple delivery options.

Address Collection

• Address Forms: Complete address collection with validation
• Saved Addresses: Allow users to use previously saved addresses
• Address Validation: Real-time address validation and correction
• Geocoding: Convert addresses to coordinates for delivery planning
• Multiple Addresses: Support for billing and shipping addresses

Delivery Options

• Delivery Methods: Standard, express, same-day, scheduled delivery
• Delivery Zones: Define delivery areas with different pricing
• Time Slots: Allow customers to choose delivery time windows
• Pricing Calculator: Calculate delivery costs based on location and options
• Special Instructions: Collect delivery preferences and instructions

Order Integration

• Cart Validation: Ensure cart contents meet delivery requirements
• Order Creation: Automatically create orders with delivery details
• Inventory Check: Verify product availability for delivery
• Payment Integration: Connect to payment processing for delivery fees
• Tracking: Provide order tracking and delivery updates

Payment Blocks

Handle comprehensive payment processing with multiple payment methods and security features.

Payment Methods

• Online Payments: Credit card, debit card, net banking
• UPI Payments: Support for all major UPI apps
• Digital Wallets: Integration with popular wallet services
• Cash on Delivery: Collect payment on delivery
• EMI Options: Installment payment plans

Gateway Integration

• Multiple Providers: Support for Razorpay, Stripe, PayPal, etc.
• Test Mode: Sandbox testing for payment flows
• Security: PCI-compliant payment processing
• Failure Handling: Graceful handling of payment failures
• Retry Logic: Automatic retry for failed payments

Payment Features

• Amount Calculation: Dynamic pricing based on cart contents
• Currency Support: Multiple currencies with real-time conversion
• Discounts and Coupons: Apply promotional codes and discounts
• Receipt Generation: Automatic payment receipts and invoices
• Refund Processing: Handle refunds and partial refunds

Canvas Controls

The canvas provides intuitive controls for building flows:

• Zoom Controls: Zoom in/out for detailed work or overview
• Fit to View: Automatically adjust zoom to show entire flow
• Minimap: Toggle overview map for navigation in large flows
• Grid Layout: Organized space for arranging conversation blocks
• Connection Validation: Visual feedback for valid and invalid connections

Tabs

The editor includes three main tabs:

Canvas Tab

Main workspace for building and editing your conversation flow.

Preview Tab

Test your flow in a simulated WhatsApp environment before deployment.

Settings Tab

Configure flow-level settings including:

• Basic Information: Flow name, description
• Activation Settings: When and how flow should trigger
• Integration Settings: Connect to external systems and APIs

Connection Types and Flow Logic

The Bot Builder supports multiple types of connections between blocks:

Connection Types

• Next Connections: Sequential flow progression (blue arrows)
• Button Connections: Route based on button selections (green arrows)
• Conditional Connections: Route based on logic conditions (purple dashed arrows)
• Trigger Connections: Connect triggers to starting blocks (yellow arrows)

Flow Validation

• Real-time Validation: Immediate feedback on flow structure
• Error Highlighting: Visual indicators for configuration issues
• Connection Validation: Prevent invalid connections and circular references
• Completeness Checking: Ensure all required connections are made

Build Your First Bot: Step-by-Step Tutorial

Let's create a basic greeting bot that automatically responds to common greetings. This tutorial will walk you through the entire process from creating a new flow to deploying your first bot.

Step 1: Create a New Flow

1. Navigate to Bot Builder

   • Go to Dashboard → Bot Management → Bot Builder
   • Click "Create New Flow" button

2. Name Your Bot

   • Click on the "Untitled Chatbot" title at the top
   • Enter "Greeting Bot" as the name
   • Add a description like "A simple bot that responds to greetings"

Step 2: Add Your First Trigger

1. Add a Trigger Block

   • In the Building Blocks palette, find the Trigger category
   • Drag a "Specific Text Trigger" block to the canvas
   • Configure the trigger:
     • Trigger Name: "Hello Greeting"
     • Trigger Text: "hello"
     • Description: "Responds when users say hello"

2. Add Multiple Greeting Triggers

   • Add another trigger for "hi"
   • Add a trigger for "good morning"
   • Add a trigger for "hey"

Step 3: Create Response Messages

1. Add Message Blocks

   • From the Building Blocks palette, add Message blocks
   • Create responses for each trigger:
     • For "hello" → "Hello! How can I help you today?"
     • For "hi" → "Hi there! What can I do for you?"
     • For "good morning" → "Good morning! How may I assist you?"
     • For "hey" → "Hey! Welcome to our service!"

2. Connect Triggers to Messages

   • Drag from each trigger block to its corresponding message block
   • Ensure green checkmarks appear showing valid connections

Step 4: Add a Default Response

1. Create a Catch-all Trigger
   • Add an "Advanced Pattern Trigger"
   • Set the pattern to ".*" (catches everything)
   • Connect it to a message: "I'm here to help! Type 'menu' to see options."

Step 5: Add Interactive Options

1. Create a Menu System
   • Add a trigger for "menu"
   • Connect to an Interactive Message block
   • Configure buttons:
     • "Products" → connects to catalog
     • "Support" → connects to live support
     • "About" → connects to about message

Step 6: Test Your Bot

1. Use the Preview Tab

   • Click the Preview tab at the top
   • Test different greeting messages
   • Verify all connections work properly

2. Debug Issues

   • Check for validation errors (shown in red)
   • Ensure all triggers are connected to message blocks
   • Verify message content fits WhatsApp limits

Step 7: Save and Deploy

1. Save Your Flow

   • Click the Save button in the toolbar
   • Wait for the save confirmation

2. Test Your Flow

   • Click the Test button
   • Test in the preview environment one more time

3. Deploy Your Bot

   • Click the Deploy button
   • Confirm deployment when prompted
   • Wait for activation confirmation

Step 8: Activate Your Flow

1. Return to Flow Management

   • Click "Back to Flows" to return to the flow list

2. Activate Your Greeting Bot

   • Find your "Greeting Bot" in the list
   • Click the Activate button (play icon)
   • Confirm activation when prompted

3. Verify Activation

   • Look for the green "Active" badge
   • Check that your bot appears in the "Currently Active Flow" section

Flow States and Lifecycle

Draft State

• Purpose: Initial development and testing phase
• Capabilities: Full editing, testing, and modification
• Visibility: Only visible to flow creators and editors
• Deployment: Cannot be activated until validation errors are resolved

Published State

• Purpose: Ready for deployment but not currently active
• Capabilities: Limited editing, configuration changes
• Visibility: Visible to all team members
• Deployment: Can be activated to become the live flow

Active State

• Purpose: Currently handling live WhatsApp conversations
• Capabilities: Read-only access for monitoring
• Visibility: Live to end users via WhatsApp
• Management: Can be deactivated but not modified while active

Archived State

• Purpose: Historical reference and compliance
• Capabilities: No editing, viewing only
• Visibility: Hidden from default views
• Restoration: Can be restored to draft state for reactivation

Advanced Features

Variables and Context Management

• Session Variables: Store user input throughout conversation sessions
• Global Variables: Access system-wide data and configurations
• Context Passing: Transfer information between different flow segments
• Data Persistence: Save conversation data for future interactions

Integration Capabilities

• REST API Integration: Connect to any external API endpoint
• Webhook Support: Real-time data synchronization with external systems
• Authentication: Secure API calls with various authentication methods
• Data Mapping: Transform and format data between systems

Testing and Validation

• Flow Testing: Interactive testing environment for flow validation
• Error Checking: Automatic detection of configuration issues
• Performance Monitoring: Track flow execution times and success rates
• User Testing: Preview flows from a user perspective

Analytics and Insights

• Conversation Metrics: Track message volumes, completion rates, user engagement
• Performance Analytics: Monitor flow efficiency and identify bottlenecks
• User Behavior Analysis: Understand how users interact with your flows
• A/B Testing: Compare different flow variations for optimization

Best Practices

Flow Design Principles

• Clear Conversation Paths: Design logical and intuitive conversation flows
• Error Handling: Provide helpful error messages and recovery options
• Progressive Disclosure: Present information gradually to avoid overwhelming users
• Consistent Branding: Maintain consistent tone and messaging throughout flows

Performance Optimization

• Minimize Block Count: Use efficient flow designs to reduce complexity
• Optimize API Calls: Cache responses and minimize external dependencies
• Monitor Resource Usage: Track flow performance and resource consumption
• Regular Maintenance: Update flows regularly to ensure optimal performance

Security Considerations

• Data Validation: Validate all user inputs and external data
• Access Controls: Implement proper authentication and authorization
• Privacy Compliance: Ensure compliance with data protection regulations
• Audit Logging: Maintain logs of flow executions and modifications

Troubleshooting

Common Issues

• Validation Errors: Check configuration settings and block connections
• Performance Issues: Review flow complexity and external dependencies
• Integration Failures: Verify API endpoints and authentication credentials
• User Experience Problems: Test flows from different user perspectives

Support Resources

• Documentation: Comprehensive guides and tutorials
• Community Forum: Connect with other Bot Builder users
• Technical Support: Access to expert assistance for complex issues

Integration with Talking Shops Platform

WhatsApp Business API

• Template Management: Use approved WhatsApp message templates
• Message Formatting: Ensure compliance with WhatsApp messaging guidelines
• Rate Limiting: Manage message sending frequencies
• Quality Metrics: Monitor message quality ratings and user feedback

E-commerce Integration

• Product Catalog: Access product information in bot conversations
• Order Processing: Handle order creation and status updates
• Payment Integration: Process payments through connected payment gateways
• Inventory Management: Check product availability and update stock levels

Analytics Integration

• Conversation Tracking: Monitor bot interactions alongside other customer touchpoints
• Revenue Attribution: Track sales generated through bot conversations
• Customer Journey Mapping: Understand how bots contribute to the overall customer experience
• Performance Benchmarking: Compare bot performance against other communication channels

The Bot Builder empowers businesses to create sophisticated WhatsApp automation without technical expertise, enabling scalable, personalized customer interactions that drive engagement and revenue.