Tags

Tag a user by user's type, situation, status, etc for better management.

Create Tag

In your workspace, go "Tags" from the left sidebar.

Here is where you manage your tags.

TIP

You can also create tag by just typing in a new tag name and click it wherever you add tag.

Add / Remove Tag

In the Action step, click "Flow Actions", then you can see "Add Tag" and "Remove Tag" options.

Use Tag in Condition Step

Use condition step to help you guide users with different tags to different steps.

Use Tag in Live Chat

You can also manually add / remove / check tag for each user in "Live Chat" from the left sidebar.

OTN - One Time Notification (Facebook)

OTN(R) is short for One Time Notification (Request) and allows you to send one follow-up message to a user once they opted in for this. This is only applicable to the Messenger channel.

You will be able to create ONTR in two ways.

Create and manage from overview

The first way to create OTN topics is by going to the contents tab on the left-hand menu, then to the OTN Topics tab.

From here you will be able to find all your create OTN Topics up till this point and you can manage them.

If you want to create a new topic then you only have to press the button in the top right corner named + New Topic. Once you press it a pop-up window will appear.

From here you will be able to name and add your topic. Once you press the button Add you will be returned to the main overview and your newly created topic will be displayed there.

You will also be able to rename the topics by just pressing it and typing in your new name for it, or delete it by pressing the trash bin icon on the right of any topic.

Create OTN topics in the flow builder

Another way that is more direct and easy is to create the OTN topic directly inside the flow builder.

Just go to your flow then insert a Send Message block, then go to One Time Notification -› OTN Request.

This will bring you to the opt-in message of the OTN request. From here you will be able to select one of the available topics already created or create a new one directly on the spot.

Once pressed the topic will be created and you will be able to use it to request an opt-in from your subscriber.

How to request an OTNR and use it to send the OTN message

Once you created or selected your topic inside the flow builder you will be able to draft up your own message.

Soon as the user presses the Notify me button that user will be opted in to receive one message about that specific topic.

This will allow you to send a message to the user concerning that topic outside the 24-hour window of the last interaction.

Personas

Personas will help you to make your chatbot come over as more human. It allows you to set up a personal profile with profile pictures so people are more inclined to talk with the chatbot since they feel it is a more personal experience.

Creating and managing your Personas

To create a new persona you can go to Contents from the left-hand menu, then to the Personas tab.

From here you will have the main overview of all the personas you have created inside the chatbot.

If you want to create a new persona you can do so by pressing the top right button named + New Persona.

From there a pop-up window will appear where you can set it all up.

Once created the persona will be available for you inside the main overview.

From here you can also manage your persona inside that main overview. You only have to press the pencil icon to be able to edit.

How to use Personas

You can use personas by setting them inside your flows.

Just go to a flow and create an action block. From here select Advanced actions, then Set persona.

From here you can select any kind of persona you have created previously and the chatbot will then continue the conversation with that user with that profile.

Using personas is a good way to increase engagement and conversions as well. Female personas often do very well with men so you could start your flow by checking with a condition which gender the user is and then set the persona accordingly.