Configuring a chatbot with web messaging

This demonstration shows you how to configure a chatbot that lets customers make a payment through web messaging. 

U+ Bank, a retail bank, wants to enable customers to pay their bills through a digital messaging channel. A chatbot can handle this routine request, allowing customer service representatives to focus on more complex issues. If a customer needs further assistance, the chatbot session can be transferred to a customer service representative.

To implement the business requirement, click Case Types, and then open the Make Payment case type.  

On the WORKFLOW tab, in the Initiate stage, click the More icon to create a parallel process for the Make Payment case type.

Click Add create process, and then select Digital Messaging. A parallel process for digital messaging is added to the workflow. The case can now run the chatbot conversation alongside the main flow. 

Next, open the parallel process and build the chatbot conversation by adding conversation shapes, such as Send a message, Ask a question, and Conversation flow.

In the case life cycle, click the Edit icon on the parallel process to build the conversation.

In the flow, click the Add icon to expand the Digital Messaging step.

To add an Ask a question shape to the canvas, right-click the canvas, and then select Add > Conversation > Ask a question. Each question shape prompts the customer to provide the information that is necessary to make a payment. 

Now, configure the question. In the Question type list, select the appropriate question type for the conversation. The available question types are Open ended, Buttons, Quick replies, and Yes or No.

To build the payment scenario, add four questions that collect the customer's account details, preferred payment method, payment amount, and automatic payment preference.

First, select the new question shape, and then click Configure view. In the Question type field, select Open ended so that the customer can enter any value. In the Message text field, enter: Hi! To proceed with your payment, can you please provide your account number or customer ID?

Click Submit. Then, connect the start of the Digital Messaging step to the question shape.

Next, add the remaining questions to the conversation. For the second question, select the Buttons question type, and enter: Which type of payment method would you like to use?

Add the following three buttons: Credit Card, Debit Card, and UPI. Buttons make it easier for the customer to respond and help prevent typing errors.

For the third question, select the Open ended question type again, and enter: How much is the total amount you would like to pay today?

For the fourth question, select the Yes or No question type, and enter the message: Do you want to set up automatic payments for future transactions? The customer can select Yes or No.

The Yes or No question has two outcomes. Add a Send a message shape to each path. On the Yes path, enter the message: You are now enrolled in automatic bill pay. Your payment was successful. You will receive an email confirmation with the transaction details shortly. On the No path, enter the message: Thank you for the information. Your payment was successful. You will receive an email confirmation with the transaction details shortly.

Save the case type and return to the parallel flow. 

When the conversation ends, the case must advance to the next stage. Right-click the canvas, and then select Add > Automations > Change to a stage. In the Stage list, select Payment confirmation. Connect the Digital Messaging step to Change to a specific stage, and then connect the automation to the end shape.

Save the changes, click Stages & steps to return to the case life cycle, and then click Save. 

The chatbot process must run only in the digital messaging channel. Open the App Explorer, and then search for the Edu-CSFSApp-Work-Service class. Expand MakePayment > Decision > When > Initiate_Is_BotAgent, open the rule, and then click Check out.

In the Set conditions section, set the condition to Active channel is equal to cxDigitalMessaging, and then Check in the rule.

Now, click Channels, search for Retail bank, and open the Retail bank digital messaging channel. On the CONFIGURATION tab, in the Content section, click Add case type. 

For the RESPONSE, select the Make Payment case type. In the Create case command field, enter Make payment. This is the exact phrase that a customer enters to start the case.

Click Submit, and then click Save. 

Now, test the chatbot. On the U+ Bank website, log in to the portal as Sara. Click the Chat icon to start a conversation with the chatbot. In the chat window, enter Make payment, exactly as it appears in the Create case command field.

The chatbot guides the customer through the questions and gathers the required information: the account number or customer ID, preferred payment method, payment amount, and automatic payment preference. After the payment is completed, the case advances to the Payment confirmation stage.

You have successfully configured and tested a chatbot that enables customers to make payments through web messaging.