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Creating a support chatbot can significantly enhance your customer service by providing immediate responses and efficiently routing queries to the appropriate support agents. This guide will walk you through the steps to create an inbound flow that triggers with any message and includes a simple structure with a message and an assignation step.

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Step-by-Step Guide to Creating Your First Support Chatbot

1

Create a New Flow

Create a new flow
1

Navigate to Flows

  • Go to Flows in your Hilos account.
  • Click on + Flow Editor to create a new flow. New Flow
2

Name Your Flow

  • Give your flow a name that reflects its purpose, such as “Support Chatbot”. Flow Name
3

Select the Channel and Type

  • Choose the appropriate channel if you have more than one channel.
  • Select “Inbound” as the flow type. Select Channel and Type
2

Add a Message Step

To add a message step:
1

Add a Message Step

  • Click on the + button to add a new step.
  • Select “Message” from the list of step types. Add Message Step
2

Configure the Message

  • In the message configuration, enter the text you want to send to the user. For example:
“Thank you for contacting Hilos. We will transfer you to one of our support agents.""configure message
3

Add an Assign Team Step

To automatically assign your chats:
1

Add an Assign Team Step

  • Click on the + button to add another step.
  • Select “Assign Team” from the list of step types. Assign Team Step
2

Configure the Assign Step

  • Choose the support agent to which you want to assign the conversation.
  • In the next guide “How to Create a Chatbot that Automatically Recognizes Your Clients” you learn about creating teams. Conversation Step
4

Save and Publish the Flow

  • Click on the “Publish” button to make the flow active. Save and Publish
5

Set Up the Trigger

  • In the flow editor, after publishing the flow you’ll be asked to select a trigger. Choose “Any incoming message” as the trigger. Trigger

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Example Flow Structure

Your flow should now have the following structure:
1

Trigger

Any incoming message.
2

Message Step

Sends a message to the user:Thank you for contacting Hilos. We will transfer you to one of our support agents.
3

Conversation Step

Assigns the conversation to a support agent.

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Final Steps

1

Test the Flow

  • Send a test message to your support number to ensure the flow triggers correctly and the message is sent.
2

Monitor and Optimize

  • Monitor the performance of your support chatbot and make adjustments as needed to improve response times and customer satisfaction.
In the next guide we will show you how to create a more complex chatbot that can identify recurring customers to improve the support UX.