⏰ Set up a waiting time for a response in our chatbot editor

Chatbot is a crucial tool for modern-day customer support. Since the HelpCrunch chatbot introduction, we’ve never stopped improving our functionality and constantly adding more features. This time we want to introduce you to TWO new essential opportunities within our chatbot tool, plus one bonus update of our platform 📚.

🕘 Waiting time for a response before unblocking the dialogue

Starting now, you can set up a waiting time for a response independently in our chatbot builder. 1,2,3 minutes or maybe 3 days? Now you choose the time!

What is it all about? When a visitor interacts with your chatbot, the program waits for a response from a user for a certain amount of time. After this, the bot unblocks the dialogue, and it appears in the Inbox section so that support agents can jump in to continue the conversation themselves.

Previously, we had a default waiting time of 30 minutes for the Data Request and Message + Options actions in the chatbot editor. Some of our clients suggested that the default waiting time is too long, as it’s important to chat with a user while they are still on the website and might continue communication with a live person.

Your wish – our command. We’ve released a new chatbot feature that allows anyone to set a specific amount of waiting time for a user response before unblocking the chat. Choose any amount from 1 minute to three days.

On top of that, now you can see the scheduled waiting time right in the HelpCrunch chatbot editor. 

🔀 Merging chatbot flows or returning the bot to the previous chatbot blocks

Previously, many customers asked whether we have the possibility to combine several branches of the chatbot into one when creating a chatbot. Whether it is possible to return the chatbot to the previous chatbot blocks? 

Without these capabilities, customers had to do repetitive, time-consuming work, duplicating the same blocks multiple times and getting confused about what they had already created.

We improved the process. Now, when creating a chatbot script with different branches, 

• they can then be directed into one block (point 1 in the screenshot).
• you can turn the flow a few steps back (point 2 in the screenshot).

Note! The only condition is that there must be a Message + Options in this closed chain, so as not to create an endless bot loop from which it is impossible to exit. 

The process of creating such chains is simple, just drag the arrows where you need them. If you try to create an infinite loop, we will issue a warning and prevent you from doing so.

Such functionality will be helpful to all businesses that have complex chatbot scripts or who need to give their users the ability to go a few steps back.

🔥 Bonus update: adding knowledge base articles to messages using the hotkey

You can now quickly add knowledge base articles to your messages when chatting with customers by using the % hotkey. Just enter % with the keyword to search for the article you want to send, and it will be added to your message with literally one click. 

It is a simple and quick way to provide relevant information to customers without unnecessary movements. You can also use the keyboard to navigate the knowledge base panel in the Inbox.

These new features will help you be more productive and efficient when using our product.