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Creating a chatbot that can automatically recognize your clients can greatly enhance the customer experience by providing personalized interactions. In this guide, we will walk you through the steps to create a support flow that asks users for their account name on the first run and then uses this information in subsequent interactions. We will use conditional steps, go to steps, update contact steps, and question steps to achieve this.

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Step-by-Step Guide to Creating a Client-Recognizing Chatbot

1

Navigate to flows

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

Edit your flow details

  • Give your flow a name that reflects its purpose, such as “Client Recognition Chatbot”.
  • Choose the appropriate channel (if you have more than one channel).
  • Select “Inbound” as the flow type. Select Channel and Type
3

Set up your flow

1

Add your conditional step at the start

  • Click on the + button to add a new step.
  • Select “Conditional” from the list of step types. Conditional Step
  • Set the condition to check if contact.account is empty.
  • This will create two branches: Path 1 (if the account property is empty) and Else (if the account property is not empty). conditional branches example
2

Setting up your Path 1 (true) branch

1

Set up your question step

  1. Add a Question Step to the True Branch:
  • Click on the + button on the True branch.
  • Select “Question” from the list of step types.
  1. Configure the Question Step:
  • Ask the user for their account name. For example: “Please provide your account name.” Path 1 Question Step
2

Update your contact

  1. Add an Contact Update Step:
  • Click on the + button after the question step.
  • Select “Update Contact” from the list of step types. Contact Update
  1. Configure the Contact Update Step:
  • Save the user’s response to a custom property called account. Contact Update Property
3

Ask the user what the issue is with a personalized message

  1. Add Another Question Step:
  • Click on the + button after the update contact step.
  • Select “Question” from the list of step types.
  1. Configure the Question Step:
  • Ask the user how you may help them today, using the account name in the message. Example Question Step
3

Setting up your False branch

  1. Add a Go To Step to the False Branch:
  • Click on the + button on the False branch.
  • Select “Go To” from the list of step types. Go To Step
  1. Configure the Go To Step:
  • Set the step to go directly to the question that asks how you may help the user today. Go to step example
4

Publish your flow

  • Click on the “Publish” button to make the flow active and set up a trigger for it.

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Example Flow Structure

Your flow should now have the following structure:
  1. Conditional Step:
    • Check if contact.account is empty.
    • True Branch:
      • Question Step: Ask for the account name.
      • Update Contact Step: Save the account name to a custom property.
      • Question Step: Ask how you may help the user today.
    • False Branch:
      • Go To Step: Jump to the question that asks how you may help the user today.

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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 account name is saved.
  2. Monitor and Optimize:
    • Monitor the performance of your chatbot and make adjustments as needed to improve response times and customer satisfaction.

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Conclusion

Creating a chatbot that automatically recognizes your clients with Hilos is a powerful way to enhance customer interactions. By setting up an inbound flow with conditional steps, go to steps, update contact steps, and question steps, you can ensure personalized and efficient support. Start building your client-recognizing chatbot today and take your customer service to the next level!