Support | Ochatbot
Ochatbot – Tips & Tricks
Here are some helpful tips and tricks when building your Ochatbot.
Staying organized is key to chatbot building for both yourself when you come back after some time away or for someone else who is editing or browsing your chatbot. Over time your bot will get smarter; as more visitors hit the fallback you will tweak intents as well as create more to ensure the next visitor does not hit that same fallback. Once you reach a tipping point of confusion it takes a lot more work to get back to a place of organization. Here are some naming conventions that we use at Ometrics:
“form.contact.us” is used to name the Contact Us form while “talk.contact.us” is used to name the intent that includes the Contact Us buttons. You could also try something like “form-contact-us” or whatever suits your fancy.
“Faq.shipping” or “faq.refunds” are used for FAQ’s under the Assistant Tab while “product.hat” or “product.t.shirt” are used for individual product intents if you have not yet connected your eCommerce database.
To ensure users do not get stuck at a “dead-end” within your bot be sure to include “Back” buttons for each question and intent. Preferably, the user should go back to the previous question or intent instead of sending them all the way back to the initial or default question forcing them to click through their entire journey all over again just to get back to the question or intent they want.
Regular Expressions are a way to make your bot listen intelligently for what you’d like to respond to. While there is a little to learn, try using these two most common expressions to help you start out:
- “|” separates lists of words to be matched; typically found with Shift + “\” key (the key commonly right above the “enter” or “return” key). You can think of the “|” as “or”
- (?=.*cat)(?=.*dog).* listens for a phrase containing two words. This will match a phrase containing “cat” and “dog.
- (‘)? makes the apostrophe optional. The listener “don(‘)?t” will match either “don’t” or “dont”. Helps to match mispellings or user shortcuts / slang.
- You can use a combination of different RegEx expresssions to make more efficient listeners. For example, (?=.*what)(?=.*requir(e|ed|es|ment|ments)?) will match a combination of phrases that have the same general intent: “what does this require?”, “what is a requirement?”, “what are the requirements?”, “what is required?”, “this requires what?”.
Page Targeting allows you to choose what question is being asked on any particular page. For example, try using it to ask a different question on your home page versus a product page versus the checkout page. You poke the user to ask if they have a question about checkout versus just asking them why they are here at your website on the home page. You gain many more user insights by asking them different questions on different areas of your website.
Frequently Asked Questions
Do I really need a "Back" button for EVERY intent?
Yes. Users will get very, very frustrated if they get stuck at a dead-end within your chatbot.
We Are Here to Help
Here are the different ways you can contact support:
- When logged in, click the "Contact Support" button. Your information will be autopopulated so just type in your question or comment.
- To create a ticket when not logged in email: [email protected]
- Call us during business hours: 8 a.m.-5 p.m. MST 800-700-8077.
- If outside the US: send an email to [email protected] and we will set up a meeting over Zoom.